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English The Challenge:
The main challenge for OEFA was the imminent expiration of its telephony contract, which posed a critical risk of paralyzing both internal and external communications within the institution. Personalized consulting in technological and connectivity solutions was required to design and migrate to a new comprehensive Unified Communications and Contact Center solution.
This solution needed to modernize its IP Telephony platform and implement Contact Center platforms with customized software, including the development of tailored IVRs.
“The greatest risk for an organization’s communications is not a failure, but a contract that ends. Therefore, our priority was to ensure a transparent transition, without interruptions and with added value.”
How did we do it?
Proactive Analysis and Consulting
Existing equipment was reviewed and key requirements collected, identifying opportunities for improvement not originally included in the project specifications, enhancing the solution without impacting the budget.
Strategic Planning
In coordination with OEFA’s specialized team, the technical foundations were established, and a detailed activity schedule was created.
Gradual Low-Impact Implementation
The project execution was carried out gradually, following the schedule to complete migration and commissioning, minimizing any impact on current services at all times.
The implemented solution
A high-availability VoIP solution was deployed, with its core built on two Grandstream UCM6308 IP PBXs configured in redundancy mode to support more than 404 extensions.
A key component was the development of customized IVR services, including:
An Environmental Emergency IVR integrated with web and mobile platforms.
A bilingual IVR (Spanish/Quechua) for more inclusive customer service.
Subsequently, a billing service was implemented, consisting of a capture module and a desktop module for comprehensive call management (costs, minutes consumed, etc.). Complementary to this, a web module and a reporting module were also enabled, both integrated into the system.
Finally, the solution was completed with a 36-month Support and Maintenance Service and Level II Training for Administrators, ensuring both long-term operability and proper system management by the client.
Products used
Telephone Systems
UCM6308
IP Phones and Terminals
GXP2170
IP Phones and Terminals
GXP2140
IP Phones and Terminals
GXP2200EXT
Goals achieved
Assured Operational Continuity
Service continuity was guaranteed, avoiding communication interruptions through a planned migration and a redundant system.
Greater Efficiency and Smart Management
Call management and customer service were optimized through customized IVRs, while precise cost and consumption control was achieved with the new billing and reporting system.
Modern and Scalable Infrastructure
OEFA now has a modern and scalable communications infrastructure with management tools that enable data-driven decision-making to strengthen its communication.