Case Study: Netcall reduces contact center wait times with Dialogic open-standards technology

Netcall Estimates Saving 700 Years of Wait Time Each Year at Contact Centers

Netcall, a leading provider of automated callback solutions, wanted to launch a hosted version of its QueueBuster call management platform but needed voice processing, tone signaling, call progress analysis, and a path from its servers to customer switches. The company also wanted an open-standards-based approach that could support legacy systems now and an eventual move to IP/SIP in the future.

To meet that need, Dialogic provided technology including the Dialogic Global Call API, DM3 Media Boards, and a roadmap to Dialogic Host Media Processing Software. Dialogic helped Netcall deliver a hosted, pay-as-you-go QueueBuster service with high availability and interoperability across TDM, ACD, PSTN, and VoIP environments. The results included broader market adoption, deployment at major customers such as BT and Britannia Building Society, reduced abandoned calls and improved service levels, and an estimated saving of up to 700 years of wait time each year.

Netcall