Case Study: Vision Financial doubles contact center capacity with Sangoma and VICIdial

Increased Efficiency with VICIdial Call Center Platform and Sangoma Call Analyzer

Vision Financial Corp., a financial services company focused on healthcare and financial collections, was handling more than 2,000,000 outbound calls per week across three states and a growing remote workforce. As the operation expanded beyond 100 seats, it needed a more scalable way to coordinate agents across multiple call centers, add inbound and broadcast/reminder calling, and improve call progress analysis and answering machine detection. Sangoma provided the call progress analysis solution used with the VICIdial call center platform.

Sangoma implemented VICIdial with Sangoma Call Progress Analysis and Sangoma A104 T1 voice cards to create a scalable blended inbound/outbound call center. The result was a 100% increase in outbound calling capacity, along with faster and more accurate invalid-number detection, improved agent productivity, and the ability to manage inbound and outbound traffic in one system. Vision Financial also used these gains as a foundation for further expansion, with plans to double capacity again.

Vision Financial Corp.

Steve Hardman

Telecom Director