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Wednesday, October 21 • 3:15pm - 4:00pm
Dealing with Company & Contact Center Operations Through a Pandemic

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Prepare yourself and your company to deal with major events like the current pandemic through the use of open source technologies.

Through this pandemic, the logistics and operations of all the companies have changed. The main objective for the companies and organizations has been to provide their workers with technological tools for the home office or to remotely work. Nowadays companies had to evolve to continue their business operations and at the same time low expenses to keep business as usual and Company Financial Health on major events like this one. In our main experience, we had to deal with providing, routing, and monitoring all the VoIP Services/Tools/Applications and calls to fulfill the operations of our Contact Centers and Corporate Users with Open Source Technologies to achieve the main objective: Business Continuity and Company Financial health.

At the end of the day, we had to innovate and change how we did business to keep our employees and avoid layoffs. While other companies are dealing with paying high costs and expenses with Non-Open Source Technologies, we have achieved the next milestones using Open Source Technologies like Asterisk, FreePBX & more: Route calls through different locations, providers and technologies to reduce call costs using the lowest cost option.
Develop InHouse Software and tools to:
  • Use Big Data and Model Analysis to profile end-costumers data to automate outbound calls for our Contact Centers employees. This automation will allow our employees to have a better opportunity to sell certain products. 
  • Monitor all inbound/outbound, develop tools and create metrics to renegotiate, cancel, or acquire provider services to achieve the lowest cost per call. 
  • Monitor all our remote employee's connectivity to the internet and let them know if there are TelCo failures or failures with our VoIP Services Infrastructure to define new workarounds to continue with business continuity. Automate a big quantity of procedures, reports, and logistics to allow all our employees to access calls data and PBX functions through Open Source APIs. In the end, we'll be talking about how to create new strategies and use open source technologies to keep the operations of the company and business continuity.

avatar for Miguel Angel Torres Govea

Miguel Angel Torres Govea

VoIP/CTI Sr Leader, System Architect, Price Travel Holding
Computer Systems Engineer, tech enthusiastic, loves Maker Ideology. Currently works at PriceTravel Holding as VoIP/CTI Senior SysAdmin. At PTH he builds, maintains, and develops features/tools to the Telephony Communications Infrastructure and Call Center Software solutions that he's... Read More →

Wednesday October 21, 2020 3:15pm - 4:00pm CDT