Case Studies

 

Busy Internet, Ghana

Overview

Established in Ghana in 2001, Busy Internet is the largest privately owned & operated ICT centre in Africa. With a unique mission to provide both commercial services as well as social and economic development, Busy has been featured as a promising 'hybrid' model for Africa. Located in a 14,000 square foot former gas-bottling factory in the heart of Accra, Busy is collaboration with two local investment companies (Fidelity Investment Advisors Ltd and Databank).

The largest business ISP in Ghana, Busy Internet calls on De la Phone for a hosted IP PBX System that needs to be Flexible, Cost-Efficient, and Scalable. De la Phone offers a flexible, feature-rich hosted IP PBX system that easily and quickly scales with the changing needs of a rapidly-expanding business.

Challenge

 

No matter what size network an enterprise is running these days, large and small alike are faced with increasing technical and financial challenges. These include dealing with a myriad of networking components, never ending security issues, the unquenchable demand for new network services -- such as IP telephony -- as well as balancing this demand with the ongoing pressure to reduce capital and operating expenses. Increasingly, enterprise CTO's are deciding to outsource the operation, support and maintenance of their enterprise network to a third-party. The driving force behind this shift is new market innovations, such as the convergence of voice and data, which makes network operations more complex.

 

Solution

 

De la Phone's hosted IP PBX service gives Busy Internet the most productive phone system calling features traditionally available to only the largest enterprises. No in-house systems or software to buy, manage and maintain is require for the phone system to work. The hosted IP PBX solution delivers high quality digital voice services coupled with powerful features for small businesses and call centres alike. With hosted IP PBX services, there are no on-site hardware requirements, which means your business benefits from minimal start-up costs, reduced Total Cost of Ownership, flexible service plans and complete scalability.

 

Benefits

• Enables rapid company growth across separate locations
• Supports multiple business models in one location with different call trees
•  Improves productivity and record-keeping capabilities with features such as voicemail to e-mail and downloadable call logs
• Saves more than 40% on monthly costs while fully supporting phone/voice-intensive business needs.

 

C2C Ltd, UK / Russia

Overview

C2C Limited is a voice services provider in both the retail and wholesale telecommunications fields. Established in 2001, C2C Limited is a privately owned company, headquartered in London. C2C holds full Annex 2 status and operates its own BT interconnect. In addition to BT, C2C has other bi-directional interconnects with both Tier 1 Carriers and many of IP providers in the industry. With offices in London and Moscow, C2C operates a secure switching facility located within City Lifeline in London.

 

C2C selects De la Phone to enable it provide carriers and resellers, broadband service providers, ISPs, new VoIP license holders, call shops and other distributors to offer powerful VoIP services while building equity in their own brands and dramatically reducing their time-to-market and capital expenditure.

 

Challenge

C2C began providing hosted VoIP solutions in 2001. Many of the company's customers are ISPs looking to sell voice services to complement their existing data services. However, C2C was working with several vendors to get the components needed for its VoIP solution. The company was using components such as SIP registrars and voice mail servers from different vendors. C2C decided it was time to seek an integrated solution.

 

Solution

C2C chose De la Phone's DLP IP Telephony Platform because it was able to provide multiple features and components and the flexibility for customisation at very low costs. The company uses Asterisk for basic softswitch functionality including SIP registrar, feature server for voice mail or conference calling, and specialized e911 call routing.

" Demand for interactive services is increasing and anywhere, anytime communications must be guaranteed. We chose the De la Phone's solution because it helped us deliver the broadest suite of IP Telephony Services with high levels of service reliability and availability." said Nicola, Founder, C2C.

 

Benefits

• Web portal for self-serve end user configuration
• Full complement of telephony features
• Multitier billing engine
• Web based Billing management System
• Seamless integration of various TDM/PSTN and VoIP networks
• Auto provisioning and built-in customer care portal

 

HFC Bank, Ghana

Overview

HFC Bank provides a comprehensive range of mortgage financing, commercial banking and investment banking services. In this regard, HFC is playing several pioneering roles in the development of Ghana's money and capital markets. HFC offers mortgage loans to enable qualifying individuals to purchase and own houses. Special packages are available for recognized groups, associations and institutions to meet the home ownership goals of their employees and/or members. Through its banking and investment management operations, a wide range of financial and investment services are offered to individuals and corporate entities. Funds management, Brokerage, Property management, Current and Deposit accounts and all forms of credit facilities are available.

 

Recognizing that price is a dynamic force for many customers, HFC Bank, a world-class financial organization, called on De la Phone to look at technology solutions that would improve efficiencies and interoffice telecommunications as well as provide unified messaging services to contact center interviewers.

 

Challenge

 

Like other multi-site banking institutions, managing overhead costs is a big priority for the organization. With the company's branch offices being located in rural areas, service costs, such as telecommunication fees, were high. Monthly recurring long distance loop fees were expensive and functionality was not as robust as it needed to be in order to provide exceptional service to customers.

In addition to high monthly fees, each of the company's branches functioned as independent entities using different telecommunication switches in each location. Having five different switches, telephony functionality such as interoffice dialling and the ability to transfer calls internally was impossible.

 

Solution

 

Using De la Phone's Zyke IP PBX system, HFC Bank gained added capability such as the ability to monitor any channel from any phone in the organization. Another benefit was the ability to provide voicemail to as many people as they want without additional licensing fees. HFC also appreciates that the solution runs on commodity type hardware thereby not requiring purchase of specialized phone equipment. And now, instead of long distance loop fees, calls can be placed from anywhere in the organization without incurring toll charges.

Benefits

• Unlimited IP extensions
• Up to 64 Analogue ports per chassis
• IP ready
• Web based management
• Advanced PBX features (IVR, Voicemail, Conferencing etc)

 

TMS Africa, Ireland

Overview

TMS Africa is a Dublin based Money Transfer Company that allows users to transfer funds to nominated recipients either directly into recipient bank accounts, or allow for physical collection or delivery of hard cash around Africa. TMS provides a secure, flexible and efficient Money Transfer service to allow its customers residing in Ireland to submit funds to recipients based in various African countries.

 

TMS Africa handles 40,000 daily telephone leads per day and knew that Interactive Voice Response (IVR) solutions had the potential to solve the turnaround times for high call volumes. Initially, TMS Africa created IVR applications around an Edify-based solution. However, "batch" lead delivery limited response times and generated delays of up to three hours, a situation not tolerated by the enquiring customers. TMS consulted De la Phone to develop a Voice Solution to solve the turnaround times.

Challenge

 

TMS Africa realized the importance of streamlining many of the processes that directly and indirectly affected this high volume of activity. TMS Africa needed to speed up lead turnaround time, find a more efficient way to deliver up-to-date and real-time exchange rates to enquiring customers and process money transfer transactions and improve fee collection rates.

 

The ability to rapidly update the code base and IVR applications in response to changing needs is at the heart of its success as a company. Cost structure and scalability were large considerations for choosing the voice solution under consideration.

 

Solution

 

After evaluating various interactive voice response (IVR) systems, it chose De la Phone Technologies, a Voice application expert experienced in developing solutions integrating back-end systems with any type of telephony platform.

De la Phone developed a Voice solution that connects to the XE.com real-time exchange rate server to deliver up to the minute foreign exchange rates for TMS money transfer customers. Customers were able to calculate money transfer charges and rates over an automated telephony IVR system and able to connect to live customer representatives for instant transaction completion.

 

Benefits

• Comprehensive, integrated, and interoperable Voice platform
• Reduced costs of deploying voice platform
• Solutions scalable, reliable, updateable
• Web based management
• Advanced back-end connectivity

 

If you need any further information contact us at info@delaphone.com