Freshdesk Contact Center improves call center performance by 10x for Contour Networks Inc.

About Contour Networks Inc.

Contour Networks Inc., founded in 2006, is an MVNO (Mobile Virtual Network Operator) designed to support the specific needs and stringent security requirements of the financial and retail industries. They are focused in IoT, and they add a bit of magic to what they do by offering reliability and simplicity — traits that are historically unavailable in a cellular capacity. So, if anyone cares for a phone system that meets their specs and exceeds their expectations, it’s Contour Networks Inc.!

Why choose Freshdesk Contact Center cloud PBX

Tom Stovicek is an operations manager for Contour Networks Inc. He keeps their business operations running (in the US) by minimizing outages and maximizing functionality. Tom tells us a bit about the path that led to Freshdesk Contact Center.

The Freshdesk Contact Center experience

“We originally went looking for a new call center software when our internally managed PBX stack started causing issues, and we had trouble getting it resolved,” says Tom. They started evaluating phone systems keeping four cardinal requirements in mind. The call center solution had to be

• Simple to manage
• Cost-effective
• Supportive of their business use case
• With zero internal maintenance

If there was an issue or downtime, they did not want to incur labor or cost with their own engineering departments to fix the problem. At this time, they were using Freshdesk as their partner service desk and it wasn’t long until they stumbled upon the suitability of Freshdesk Contact Center for their organization.

What’s more, it fulfils all of their fundamental requirements from a call center software, especially, by being a perfect fit for their business use case.

Who are the key users?

Freshdesk Contact Center is primarily used by the operational and engineering staff at Contour Networks Inc. They have 4 admins and up to 20 agents who will help out during bigger issues like network outages. Generally, the core team makes and receives calls to support their business partners. Since they are a telecommunications firm, these are usually very technical and focused on connectivity or data transport issues.

What are the most wanted PBX capabilities?

“We are often in direct contact with field deployed engineers from other companies so we prioritize call quality and session robustness,” says Tom. Their favorite Freshdesk Contact Center feature is the easy-to-manage IVR system. Even their non-engineering resources can manage and troubleshoot the IVR in real-time, if and as necessary.

The UI is also so intuitive that they do not have to worry about sending a wrong command to the PBX or forgetting to press a button to commit changes. On the other hand, they’d like to see some of the old features from the Freshdesk phone channel reintroduced, like transcription of contact data and notes fields between Freshdesk and Freshdesk Contact Center implementations.

What is Freshdesk Contact Center’s impact on business?

Tom tells us that Freshdesk Contact Center has had a huge impact on their organization. It has internally demonstrated that it is possible for their company to scale without troubling their engineering teams. They demonstrated this by running Freshdesk, then Freshdesk Contact Center out of the box and comparing call quality of the VoIP versus their PSTN-integrated PBX. Freshdesk Contact Center was better! Freshdesk Contact Center was 10x better than their own PBX in terms of eliminating downtime too. What’s more, it is cheaper and comes with zero maintenance!