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GENBAND SBCs Help Brazil Carrier Switch to IP Call Centers

February 03, 2016

GENBAND continues to be as active as ever, having recently been selected by Oi to help lower costs and improve efficiencies for the Brazilian provider of telecommunications services. In particular, Oi has deployed GENBAND’s session border controllers (SBCs) solutions nationwide, a move that has helped Oi smooth the transition of its call centers to IP-based technology.

This news comes shortly after GENBAND was selected to aid the Johnson Telephone Company in upgrading its network. GENBAND also recently appointed Patrick Joggerst as executive vice president of Global Sales and Marketing for the company.

"We needed a highly scalable, interoperable solution that would allow us to fully govern our call centers across the nation, and provide us with end-to-end call center monitoring capabilities as we upgrade our call center technology to IP and change our business model to better serve our customers," said Alexandre Theodoro, Customer Relationship senior manager for Oi.  "GENBAND's advanced SBCs enable us to dramatically improve call routing and control and immediately ramp-up or down based on customer demand, while eliminating the time-consuming procurement and provisioning process"

Oi plans to leverage both GENBAND’s flexible IP-based technology and its robust partner ecosystem in order to offer its customer on-demand access to customer service representatives. In addition, since GENBAND’s SBCs deliver advanced session management capabilities, enhanced monitoring and security, simplified interoperability, and carrier-grade reliability, Oi can better handle seasonal events, product launches and other campaigns.

Thanks to GENBAND’s Network Wide Licensing model, Oi will also realize significant cost savings.

"Having the ability to optimize and control call sessions and the flexibility to acquire additional call center seats on demand, allows Oi to deliver their customers a superior communications experience, while dramatically reducing costs," said John Ryan, GENBAND's senior vice president of Sales for the Americas. "This deployment helps to further strengthen our long-term relationship with Oi and highlights GENBAND's superior capabilities in serving Brazil's growing contact center market."

Edited by Kyle Piscioniere

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