Specialty Insurance Distributor Finds Ideal Branded Outbound Caller ID, Outsourced Call Center Through Stratosphere Networks

Business Challenge

The client initially sought us out because they needed a reliable partner to support their Avaya environment. Additionally, they struggled with call reporting and analytics and call reputation/branded outbound caller identification. Finally, they wanted to outsource labor in their claims department.

Stratosphere Networks Solution

First, the Stratosphere Networks team created a managed telephony moves, adds and changes agreement that included proactive monitoring, carrier service vendor liaison services, and remote/on-site dispatch with guaranteed service level objectives. We also included a block of hours to address network infrastructure requests, as well as backup and software management.

Our trusted technology advisors and telecommunications experts then assisted with the vetting and implementation of an Avaya-specific call reporting/analytics solution.

After discovering that cell service providers were marking the client’s calls as spam or unknown, we introduced the client to a branded caller identification solution in our portfolio that would identify their outreach efforts with their company name and logo. This solution assisted with spam and spoofing remediation in addition to guaranteeing proper call identification across all three major networks (T-Mobile, Verizon and AT&T). That made a significant difference for the insurer since they average 30,000 outbound calls per month.

When the branded caller ID solution provider we initially introduced the client to lost their relationship with one of the major carriers, our advisors also stepped in to negotiate an exit from that contract and engage another branded call service supplier who still has connections with all three networks. The client regained branding across all carriers, and our team negotiated lower pricing for the new contract (about $1,000 less per month than the insurer initially paid).

In terms of outsourcing labor, the customer wanted a partner who could provide business process outsourcing (BPO) services (i.e., third-party call center services) for their claims department to support multi-lingual customer service. After understanding their specific needs, we delivered a resource who not only fits their budget but also (and more importantly) meets their specific language requirements.

Working with our advisors has considerable advantages for the client, including the following:

• Access to the latest market research data
• Objective and consultative analysis from our advisors considering a wide range of options, as opposed to biased direct sales pitches from reps focused on one brand

• Insights from our research and analytics tools, which are built on Salesforce and leverage artificial intelligence and machine learning to drive informed IT decision-making with the following features:

  Interactive quick assessments to evaluate solutions based on the client's needs

  Dynamic comparison matrices including vital factors such as security, compliance and market share

  Supplier battlecards that include not only strengths but also weaknesses/case studies/video briefings/white papers

  Datacenter locator with virtual tours/real-time fiber locator

• Access to our home-grown ROI tools, which quickly determine the total cost of ownership and (in most instances) potential savings from the client's current total spend
• Connections to channel-only solutions from suppliers that the client couldn't have engaged with on their own due to the lack of direct sales teams
• Countless hours saved, as it would have taken the client weeks to assemble all the data that our advisors produced in mere minutes with our advanced tools
• Access to one of our technology demo centers, as noted below

For more information about our trusted advisor services, watch this brief video.