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Mindpearl reaps communication cost savings of 75% across select routes with managed SITA solution


Geneva (SITA) - SITA today announced it is providing Mindpearl, a global provider of outsourced customer contact solutions handling some 5 million calls per year for customers such as Finnair, North American Airlines and Swiss, with managed Voice over Internet Protocol (VoIP) services.

The challenge for companies like Mindpearl is not just to keep a constant eye on call quality and service levels, but also to keep call costs as low as possible. Mindpearl therefore issued a tender in 2004 to move its voice traffic from switched networks onto IP networks, using VoIP.

SITA was short-listed for its global reach, availability and reliability, and selected to run a pilot between Mindpearl’s contact centers in London and Cape Town in February 2005. The pilot turned out to be not just smooth and efficient, but to deliver increased call quality and clear reductions in cost. As a result, Mindpearl went live with VoIP in Cape Town and London in July 2005.

“Like Mindpearl, SITA has customers on all six continents, and can deliver service to us not just in existing locations but in future locations as well,” said Russell Phillips, Mindpearl’s Head of Global IT. “Additionally, SITA’s VoIP quality is much better than we experienced when our calls were carried over the switched voice network – and over some routes we’re achieving cost savings of 75 per cent with overall savings amounting to 30 per cent of our total communication costs before we made the switch to VoIP.”

“Contact centers are very demanding in terms of voice quality, and our VoIP solution turned out to offer a clearer voice quality than any other solution – including switched telephony,” said Fabiano Chies, Head of Convergence and Voice Services at SITA. “What’s more, our solution is extremely resilient. Even in the unlikely event of an IP VPN failure, the call is immediately re-routed over a private switched network.”

“The handover to SITA was closely monitored and the migration to VoIP was as smooth as you could hope for,” added Phillips.

Mindpearl brought the rest of their major contact centers online in the second half of 2005, and are now fully VoIP-enabled in all four locations: Cape Town, Barcelona, Brisbane and New York. Further smaller locations are expected in 2006.

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