Pulse Teleservice

Enterprise Solutions pulsevoice interactive voice response (IVR) solution for automated telecommunications pulsesmartdialer automatic or predictive dialer for telemarketing and proactive communications pulseconference teleconferencing solution for business, entertainment and forum services with web-based monitoring and management tools pulsecms Integrated ACD, PBX, IVR, CTI Call management solution Switching Solutions pulsesoftswitch flexible, turnkey solution for long distance and calling card services pulseSCP Service control point to support Class 4 and 5 Switch in order to provide enhanced services.

GE Transport Rogers A&T (Professional Services) US. Department of commerce Tyson Foods State of Connecticut MCI WorldCom US Department of Energy University of Cincinnati Proquest Mint Parking Conagara Foods Budget Phone Americard Government of Alberta Clear Channel Radio

WorldCom, Inc.

Challenge

WorldCom, Inc. (WorldCom), the leading global business data and Internet communications provider, delivers its services to its customers on over 96, 000 miles of fiber optic cables. Since many of these fiber optic cables are underground, it only takes one misplaced shovel to disrupt service. WorldCom's National Fiber Security department works with local governments to protect the network from construction activities.

Homeowners and contractors who want to break ground (dig) on any particular property must first call their local government's One Call Center - the 'call before you dig' program. The local government's One Call Center creates a dig ticket and the appropriate utility is notified - in this case, WorldCom. The dig ticket is transmitted to WorldCom's National Fiber Security (NFS) Center for review and evaluation. NFS then accepts or rejects the request based on the location of WorldCom's fiber optic cables and the planned construction activity.

In 2001, positive dig notifications by the NFS were processed in one of two ways - manually or by facsimile. For manual positive notification contacts, a call center agent contacted the client. For positive notification contacts by facsimilie, the authorization was automatically faxed to the client. When WorldCom estimated it would receive over 1.6 million dig requests in 2002, it was time to further automate and improve its current operations.

Approach and Solution

Jeff Showers, WorldCom's manager of national fiber security, contacted pulse. He needed a customized and automated solution that would not require changes to their existing network. It would have to improve the autofax process and reduce the number of tickets being handled manually. By automating these processes, Mr. Showers projected savings in the first year at over $91, 000.

pulsesmartdialer would prove to be the perfect solution for WorldCom. pulsesmartdialer is an automated dialing system that calls out to stored numbers in any type of database. In WorldCom's case, this dynamic notification product is used to advise clients with positive notification for their dig request via phone or fax. Due to pulse- smartdialer's flexibility and ability to handle large volumes of traffic, the autofax system has been completely replaced and the number of manual contacts has been significantly reduced.

In its first few months of operation, pulsesmartdialer dramatically increased the amount of automatically processed calls. As a direct result, the savings for WorldCom have also increased. In the unknown reality of today's marketplace, pulsesmartdialer has enabled WorldCom to continue to offer this vital service to the community.

Architecture

To the homeowner or contractor, the dig request process is straightforward. They simply call their local One Call Center with the request and then wait to receive the information. What they don't realize is how much activity actually happens after the initial call is placed.

In WorldCom's case, the One Call Center contacts NFS who evaluates the request to proceed with the construction activity. Closed ticket information is sent to the main database and this is where pulsesmartdialer comes into play. It is listening for these events and when something happens, pulsesmartdialer springs into action. It looks at the client's contact information on file. If a telephone or fax number is listed, pulsesmartdialer connects through WorldCom's PBX and processes the call accordingly.

pulse has played a key role in helping us develop and maintain our current IVR system. On many occasions pulse has provided us with the professionalism and timely service demanded by our organization. Linda Kennedy National Call Centre IVR Manager Rogers AT&T Wireless

Working with pulse to automate our calling processes as much as possible has resulted in a clear ROI for the purchase of pulsesmartdialer and a great cost savings to our NFS call center. We are experiencing a level of automation of over 70 percent. The pulse team set a high standard for support by an equipment vendor and we look forward to continuing to work with them on future projects. Jeff Showers Manager, National Fiber Security WorldCom, Inc.

ConAgra Foods

Location Omaha, Nebraska

Workforce management solution (Scheduling) IVR connected to a Cisco Gateway that is integrated to Kronos the largest scheduling software. Employees can call in to retrieve their schedule for the week

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