Teltech/Telnorm: Redefining Contact Center Operations with Tailor-made Solutions

Teltech/Telnorm

Antonio Palacios, CEO of Teltech, Teltech/TelnormAntonio Palacios, CEO of Teltech
Founded in 2013, Teltech is a value-added wholesaler of technology solutions offering pre-sales, installation, support, and maintenance services for call/contact centers. The company is driven by the mission to eliminate the longstanding practice of detaching contact center operations from other business processes. Teltech integrates the best-in-class technologies in the market with its own solutions to streamline contact center operations.

In an interview with CIO Applications, Antonio Palacios, CEO of Teltech/Telnorm, provided us insights into how the company implements and supports holistic tech solutions for their contact center clients.

Could you shed some light on the operations of Teltech?

In the call center space, we have a company dubbed Telnorm. In fact, we are sometimes better known as Telnorm as we started it about three decades back. Since then, we have evolved with the industry. This long history and experience have enabled us to emerge as a leader in this space.

At present, traditional old-fashioned call centers with predictive dialing and Automatic Call Distribution (ACD) are looking forward to leveraging cloud technologies with more automation.

We assist them in this quest by creating, verifying, and implementing the appropriate omnichannel and multichannel solutions with AI, Machine learning and Business Process. Moreover, the majority of our call center executives and developers have worked for years in the contact center space. Their operational and technical expertise plays a vital role in addressing diverse client requirements.

In the last couple of years, businesses have started realizing the true potential of contact centers for improving critical business processes. That’s why the integration between critical business processes and contact centers is imperative now a days. We want to make this shift faster with the right technology.

How does Teltech/Telnorm deliver its solutions?

We understand that one size doesn’t fit all. Every client has their own set of requirements. To this end, the client onboarding process at Teltech starts with understanding their operations and processes.

We then equip businesses with the best possible suggestions to help them increase performance and achieve desired outcomes. To elucidate, our sales team does not just focus on selling technology but strives to understand what clients do or how they do it to suggest the best solution.

Our solutions combine the efforts of multiple departments, including pre-sales, sales, engineering, network, cloud, and integration teams, who regularly interact with customers to make the solutions more robust in nature. Contact Center Arena is one such technology that we have developed by working with top providers from the industry for our clients.

How did you serve clients’ contact center operations amidst the pandemic?

The COVID-19 pandemic drove the call/contact center operations into a bout of turmoil. Most of them were dependent on paper-based manual processes—with no initiative to utilize the immense potential of the cloud. As a result, enabling remote working within a short time frame snowballed into a major challenge. This negatively impacted their day-to-day workflows, even after equipping remote employees with laptops and stable internet connections. There was a growing need to draw a swift yet efficient cloud migration strategy to make remote workers more productive.

During these trying times, we helped several clients automate their manual processes as well as migrate all the communications to the cloud.

We utilized a predictive dialling system to provide agents with a mobile application to assist them to easily fetch customer information on their phones.

For example, we helped a client make its IVR self-service systems more efficient for working together with customers symbiotically and seamlessly. The client witnessed a 20 percent increase in productivity and a similar deduction in their downtimes.

Our solutions are a perfect fit for every client because of the constant focus on understanding their business processes and needs

We had another client having 70 business processes within a single IVR system. As a result, even a single process disruption could lead to an entire system breakdown and hamper the client’s ability to provide services. To this end, we continuously measured the quality of the services and ensured their consistency.

What are the key differentiators for Teltech’s/Telnorm´s services?

Our solutions are a perfect fit for every client because of the constant focus on understanding their business processes and needs. Also, our team holds extensive knowledge of the ever-evolving market trends and challenges. They can bring the right solutions to the table to help clients optimize their contact center operations. We perceive the contact center as an ecosystem, which involves domains like communications, networking, cloud, software, operations, AI, quality control, and customer experience management. And, as no one can be an expert in every domain, we mix the best alternatives in the market with our solutions to create the most sustainable ecosystem. Not only that, but we also maintain a good connection with leading suppliers in other sectors to easily avail their solutions. Sometimes we don´t sell the whole solution, but we recreate the existing components creating the interfaces and enhancing their functionalities, we provide all the technology integration plus the consultation services to our customers.

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