National Wireless Carrier

Location:
San Diego County, California

Client background:
This company designs and markets wireless products and services to meet the needs of everyday people.

Service Type:
 •Network Infrastructure Design, Implementation and Project Management
 •Network Management Services

Contract Initiation:
October 2004

Major System Upgrades and Additions:
 •Migrate users from PSTN to IP-based Network
 •Increase Reliability and Efficiency
 •Project Management
 •On-going 24x7x365 Network Management

Objective: VoIP Solution to Reduce Cost of 800-number Services for National Wireless Carrier

As a market leader and pioneer in the national wireless carrier industry, this carrier offers a simple and affordable wireless solution. Representing over 1.5 million customers, they offer unlimited calling on an all-digital network spanning 39 markets. The quality and reliability of their network makes up the foundation of the business and is vital in delivering on a commitment to predictable, simple and valuable service for customers. The carrier experienced problems when the Public Switched Telephone Network (PSTN) system for call centers had frequent outages. This, together with their inability to deliver support services, such as inventory tracking and activations, caused a steady decrease in customer satisfaction levels. The carrier knew that in order to remain competitive in this market they needed continuous network monitoring as well as a solution that would increase both the reliability and efficiency of the system.

Challenge: Dramatically Increase Both Efficiency and Reliability

The carrier did not have the in-house staff or resources to dedicate to this massive overhaul of the network. “This is such a time intensive process and we do not have the wherewithal in house to do it,” said the Director of Data Networks. When searching for a firm to help with this project there were three main drivers that the carrier looked for. Firstly, they needed a firm with talent and competence to complete the project. Secondly, they needed a company with creative solutions to design and manage the project. Thirdly, they needed to justify the cost of the program with the value that it brought the company.

After evaluating network design and management firms, the carrier was impressed with Network Insight and found that not only did they meet all three criteria, they also had a proven track record with high-profile projects. “Their extreme quality of engineering staff stood out from the competition as did their value proposition and cost effectiveness,” said the director.

Solution: Migrate to IP-based Network and Create an 800-number Toll Bypass

“We saw true savings based on previous run rates within the first year of the project. We also do not have to worry about day-to-day operations and can focus on core products and services. With Network Insight, the company is more strategic in product development and can offer added benefit to the business and our customers. ”

- Director of Data Networks
National Wireless Carrier

Before the project commenced in October 2004, the wireless carrier used a traditional (PSTN) long distance system to handle inbound 800 calls from customers who needed such assistance as activation of new cell phones, addition of phone lines, or addition of new services.

Network Insight was able to tailor a seamless solution that was transparent to the carrier and its customers. This included migrating from the current PSTN system, which cost approximately $300,000 per month, to a VoIP network that was routed back to the call center bypassing the long-distance charges. The whole system would be monitored 24x7x365 by Network Insight’s customized network management services further insuring reliability and uptime.

Result: Increased Quality and Functionality at a Lower Cost

The new VoIP architecture maintains the quality of the transmissions while reducing costs by 83 percent. The solution had an ROI of less than six months and saved the carrier more than a quarter of a million dollars a month for a single call center. “By reducing costs and maintaining quality of service, the VoIP backhaul solution benefits both the carrier and the consumer,” said Chris Pond, Network Insight CEO. “The carrier is able to compete more aggressively and hold down the rates it charges consumers.”

The savings and improvements in the carrier’s one call center can be duplicated across the nation. In addition, the VoIP architecture can be applied to the carrier’s long distance backhaul, directory assistance, and customer care call centers. This solution is not limited to wireless carriers but can be utilized by any company with a large call center.

Network Insight: The Right Choice for Physical Enhancements

Founded in 1998, Network Insight, LLC, is a world-class network services and management company offering a unique, vendor neutral approach to serving its clients. Our team of highly skilled engineers and project managers works closely with clients to develop the best network solutions to serve each company’s unique business goals and strategies.

Network Insight provides a comprehensive range of network services to address the complete lifecycle of network development and management including consulting and project management for network infrastructure, systems and physical infrastructure requirements, and outsourced or co-sourced network management services.

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