Case Study: Americall Group

THE CHALLENGE

Utilizing a customized dialing and 800-number program, Americall Group provides telephone and outbound telemarketing services for Fortune 500 companies across the world. As a $15M company with offices throughout the United States and the Dominican Republic, minimizing – or even eliminating – downtime due to network issues is an absolute must, says industry veteran Scott Obermeyer, Network Administrator for Americall Group.

“We partner with Verizon as our telecommunications provider,” says Obermeyer, “and, in recent years, we’ve starting consolidating all of our T1s into our data center in Chicago. Since we handle all of our dialing from the single Chicago office…well, frankly, network downtime isn’t an option.”

With this development, Americall Group realized it needed a network support partner whose technical AND service capabilities added up to one thing for Obermeyer: Reliability.

THE SOLUTION

“As we grew, we tried to handle most of our network issues internally,” reports Obermeyer, “while also bringing in consultants to backfill when we had the needs. Then one day…it just wasn’t happening – our network was congested and clients were requesting services that were outside of our internal strengths.”

“Well, one of the consultants I’d work with was a gentleman named Tim Senaldi, who’d since joined Professional Network Solutions. Tim convinced me that they were they right partner and he was right; four years later, we’re very happy with the service so far.”

For Americall Group, Professional Network Solutions has provided the technical expertise and reliability Scott Obermeyer was looking for in a partner.

“Primarily, they provide network support for when things go above and beyond my know-how in the network fields,” reports Obermeyer, “including the right routers, switches and equipment of that nature. For example, we’ll bring in the team at Professional Network Solutions to troubleshoot an issue or design upcoming projects for us. Their knowledge in these areas is unmatched.”

Recently, Professional Network Solutions was called on for an unprecedented project for Americall Group.

“To date, all of our call centers have been of the 100 to 200-seat variety,” explains Obermeyer. “However, two years ago we opened up a 600-seat call center and really needed help in designing the back end and the network structure. So we called Professional Network Solutions, who, in turn, were smart enough to bring in some HP ProCurve networking professionals during the situation analysis phase which resulted in the seamless installation of the properly designed product for our situation and needs.

“The whole process took only a couple of weeks - a relatively short time,” says Obermeyer. “Professional Network Solutions is not only reliable – they’re FAST! All in all, they’ve been a very responsive partner and wonderful people to work with.”

“…we’ll bring in …Professional Network Solutions to troubleshoot an issue or design upcoming projects for us. Their knowledge in these areas is unmatched.”