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Company ProfilePrizes and References
About Collab
Collab (www.collab.com) is a European multimedia contact center provider based on IP architectures, with 3 products in portfolio: OneContact, OneWorkforce and OnePBX. Collab is part of a larger IT corporation, Novabase, currently over 2000 employees in more than 40 countries, with annual turnover of approx. US $ 300 M (www.novabase.pt).Founded in 2003, by a team with a solid experience in the contact center industry, Collab anticipated a technological revolution that disrupted the contact center industry: 100% SIP based, without any PBX, for large-scaled organizations. With this strategy and R&D capabilities, Collab has gained customers and partners all over the world with references in key areas of Telecommunications, Banking, Healthcare and Government. Recently Collab entered Gartner Magic Quadrant, the world’s leading information technology research and advisory company, stating the company “shows a strong commitment and solutions are improving fast. Strengths like unified suite; Ease of use and Viable core functionality are well reflected in Collab’s Portfolio”.Collab’s main product, OneContact, is a cutting-edge multi-channel / multimedia contact center solution for large to medium-sized contact centers. Collab also provides OneWorkforce and OnePBX platforms. OneWorkforce aims at giving an answer to a challenge that can be considered as an academic operational research problem: from among thousands of possibilities, which is the most intelligent combination of shifts to manage agents, and, at the same time fulfilling certain service levels. OnePBX is an IP Centrex platform, completely cloud-oriented, which provides telephone extensions without any hardware, provided via Internet, ensuring the convergence between fixed and mobile extensions.
Collab – Leaders in Hosted Contact Center in Europe + Africa
In the contact center industry, today, more than ever, internationalization is not an option. It is the only possible survival strategy for an IT provider. With 76% of its turnover coming from software exports, a significant part coming from Hosted Contact Center offerings, Collab is a strong success story in the chapter of globalization, with live references in +30 countries.The impact of migration to VoIP is revolutionary for the Call- and Contact Centers in some organizations and institutions, since all their core business was dependent on the legacy PBX technology. The transition to VoIP has created many opportunities, especially in terms of hosting and virtualization models, key areas for these institutions’ internationalization process.
According to recent numbers, Collab is leading the hosted contact center market in a consolidated Europe+Africa perspective, not only in terms of live references but also in terms of technological features.
Major Collab Awards
Collab has a strong focus towards innovation, and that is part of our internal culture. Our meeting rooms are made of transparent glass, we have several team building activities all year long and we award our coworkers with the best practices and ideas.
In terms of market recognition, we have won several awards, such as:
● “Best of IT/Communications, “Interitis (Spain)”, 2006
● “INNOVATION APDC / Siemens Network”, 2007
● “CNET | NETWORK MAGAZINE– Best CTI Technology” 2009
● “Best IP Contact Center Platform”, APROCS, 2010
● “IFE EXPO CALLCENTER & CRM – Best Call Center Award”, 2010
● “BEST IVR Platform” – APCC 2011
● “BEST WORKFORCE Platform” – APCC 2011
● “BEST IVR Platform” – APCC 2012
● “BEST WORKFORCE Platform” – APCC 2012
● “BEST Agent Front-end (CRM) Platform” – APCC 2012
● GOLD – BEST TECHNOLOGY FOR CONTACT CENTERS – APCC 2013
● GOLD – BEST ACD Technologies – APCC 2014
● GOLD – BEST Call Recorder Technologies – APCC 2014
● GOLD – BEST CTI + IVR + Dialer Technologies – APCC 2014
● GOLD – BEST Global Customer Satisfaction Technologies– APCC 2014
APCC stands for “Portuguese Contact Center Association” and it is the largest and more prestigious association of contact centers in our national market, with representatives from different vertical sectors, such as banking, insurance, telcos, among others.
Collab has also won very important funding from the European Community (QREN), that distinguishes only a small number of companies selected from a large list of candidates, in order to promote their expansion and internationalization. In terms of market recognition, we have won several awards, such as:
● 2006-2008 – QREN - NEXT GENERATION CONTACT CENTER
● 2008-2010 – QREN - COMMUNICATIONS ENABLED BUSINESS PROCESSES
● 2012-2014 – QREN – FIXED/MOBILE CONVERGENCE
Client
Portugal Telecom
Country
Portugal
Telco
(Hosted
IP Contact
Center,
Hosted IP
Telephony)
1.200 agents
(more than 50
corporate
clients)
200.000
extensions
(more than 250
corporate
clients)
Inbound
Outbound
IP Centrex
IP Contact Center Hosted
• IP Contact Center in Hosted model to business clients target market• The solution is licensed to inbound, outbound and e-mail in a unified queue• Currently around 50 customers are hosted in this platform, namely Remax, AirLiquide, Delta, Fnac, Carris, etc…
IP Centrex Hosted:
• Average of 140.000 calls per day• Average 99.8% uptime• Growth Rate of 50% in the last 6 months
Teledata started in July 2011 as premises based customer, and only after a few months of prospection, now has several customers operating in a pure Hosting model.
1Stream started in March 2013 as hosting provider, and only after a few months of prospection, now has several customers operating in a pure Hosting model. Is the leader in the South African market.
Cludo is a hosting provider in Poland with several different customers and services. It operates in a pure Hosting model, using OneContact and One PBX, especially in the Polish market.
Inbound
Outbound
IM
Video
IP Phones
Inbound
Outbound
IM
Inbound
Outbound
N/D
500
300
Ghana
South Africa
Poland
Industry
Host
Host
Host
Agents Channels Notes
Client Country
Netherlands
Inbound
Outbound
Residential
Phones
InteractionClouds is a dedicated host provider and has several custom-ers operating in a pure Hosting model (Contact Center and Residential), especially in the Dutch market.
IECISA started in March 2012, in a few months numbers reached 250 hosted contact center positions.IECISA provides contact center services in retail market (FNAC, AKI, El Corte Inglés) and government (Municipalidad de Cataluña).
Rey Moreno Industries were the first Collab Certified Partner in LatAm and operate a contact center with over 500 agents providing Software as a Service model (SaaS).
With offices in Bogotá and Caracas, Rey Moreno gives coverage to all the Central America countries, Caribbean and is launching operations in USA.
Migration and expansion for a new contact center that supports all inbound and Outbound activity of Contact, the contact center of one of the largest Portuguese banks.
Contact is now providing Hosted contact center services to external customers outside the bank, such as railway companies, soccer clubs, medical lines, etc.
The solution is licensed to inbound, outbound and e-mail in a unified queue.
Inbound
Outbound
Inbound
Inbound
Outbound
IM
250
N/D
400
1.400
in 4 sites
Spain
Colombia
Portugal
Industry
Host
Host
Host
Outsourcer
Agents Channels Notes
Client Country
BrazilInbound
Outbound
Inbound
Outbound
IM
Datamétrica is one of the leading electronic surveys in Brazil and is in the initial phase of a project that will replace its contact center for a Collab solution that will grow to 3,000 agents.
The solution has a predictive dialer and provides a single queue for inbound and outbound calls and email.
Randstad offers its customers a multimedia contact center solution, supported by Collab solution that provides inbound and outbound calls, email and unified messaging on the rental model.
The solution, which also includes a Checkbox scripting solution, supports 300 agents and is ready to grow as Randstad’s customers grow.
Iconic Mexico is the main Collab customer in the contact center services Mexican market. This outsourcer has advanced multi-platform capabilities with inbound and outbound in predictive mode.
The Iconic solution also supports video and integration with social networks (Facebook and Twitter).
Largest Outsourcer in Minas Gerais, Brazil, "Grupo Master Brasil" is using OneContact with amazing performance results in predictive dialer.
With more than 1,000 agents, Collab’s predictive dialer reduced average time between calls to 13 seconds ( best competitor took 50 seconds).
Inbound
Outbound
Inbound
Outbound
IM
Video
Social Media
300
3.000
N/D
4.000
Portugal
Mexico
Brazil
Industry
Outsourcer
Outsourcer
Outsourcer
Outsourcer
Agents Channels Notes
Client Country
Portugal WFM
WFM
Inbound
Outbound
IM
Workforce management platform for 90 agents (scaling up to 150), fully integrated with the existing CTI application (Altitude Software) and also directly integrated with the existing PBX (Alcatel 4400). This project had the support of a Portuguese University in order to create intelligent Forecast & Planning Algorithms that are now part of the full suite.
OneWorkforce offers contact centers a complete, web-based, workforce management (WFM) suite with stunning user interfaces.
Implementation of an IP Contact Center integrated with Siebel CRM.
The solution is licensed to both inbound and outbound calls in a unified queue.
BEST Bank, 100% online, uses Collab’s solution to all interactions with clients: voice, email and chat, in a unified queue.
Workforce Management Platform for 750 agents in two countries fully integrated into its CTI platform (Not Collab). This project was supported by the University of Portugal in the creation and planning of Intelligent Forecast Algorithm and its incorporation into the product suite.
Implementation of an IP Contact Center, to support helpdesks of other financial institutions.
Banco Atlântico is going through a stage of growth for its private banking operations and uses OneContact solution to manage all voice interactions in the contact center.
Inbound
Inbound
Outbound
Inbound
Outbound
IM
250 (Portugal)
500(South Africa)
N/D
N/D
N/D
N/D
N/D
Spain
Portugal
Portugal
Angola
PortugalSouth Africa
Industry
Financial(Bank)
Financial(Bank)
Financial(Health)
Financial(Health)
Financial(Bank
Services)
Financial(Bank)
Agents Channels Notes
Client Country
Angola
Inbound
IM
Inbound
Outbound
Video
IM
Inbound
Outbound
Another Bank from Angola with its client’s service supported on Collab’s platform.
Implementation of a second contact center and migration of its current solution to OneContact. Solution licensed for Inbound and email services in a unified queue.
First global implementation of Video Contact Center - Vodafone Portugal (2004).
Vodafone Portugal has grown and now operates with 6 interconnecting offices, 1500 agents concurrent, geographically distributed, 3 Outsourcers overall.
Intelligent routing (based on the best services level) between 3 Outsourcers.
Includes Video (TTY), E-Mail and Chat, based on a fully redundant architecture (any site can assume the operation). The solution is available in 5 countries (2 in Europe and 3 in Africa).
The leading Mozambican mobile network operator mCel has selected the OneContact platform for the new Contact Center solution to support customer care operations.
With the new Contact Center, mCel will provide a new customer care experience and improve customer satisfaction, which supports their strategy to provide excellence in quality of services. The solution includes a next generation contact center application as well as the ability for customer care agents to receive customer enquiries from different channels such as voice, email, Web, SMS, MMS and USSD.
Inbound
Outbound
2.800
N/D
400
N/D
Bosnia-Herzegovina
Mozambique
Portugal
Malta
Congo
Lesotho
Tanzania
Industry
Financial(Bank)
Telco
Telco
Telco
Agents Channels Notes
Client Country
Angola
Portugal
Inbound
Inbound
Outbound
IM
The leading Mozambican fixed line operator TDM has selected the OneContact platform for the new Contact Center solution to support customer care operations.
The solution will be hosted in the technological infrastructure of MCEL, taking full advantage of OneContact Multi-tenant capabilities and of the economics of scale generated by hosting it at MCELKey Features: Intelligent routing, Interactive Voice Response, CRM integration, Voice+Screen Recording, Web Call back, Web Call Through, Workforce Management.
The expanding TV operator ZON Angola has selected the OneContact platform for the new Contact Center solution to support customer care operations of their television, phone and internet services subscribers.
The main driver was the adoption of a full IP, next generation contact center platform to reinforce the customer loyalty and customer expansion strategies of Zon Angola.
Key Features: Web based Agent Scripts, Intelligent routing, Interactive Voice Response, Voice+Screen Recording
Implementation of a new generation of IP Contact Center with inbound and outbound services for a new service serving the unique Portuguese CITIZEN LINE and all citizen-related questions.
Implementation of a new generation of IP Contact Center with inbound and outbound services for a new service called “060” , that serves as a gateway to all government services.
Inbound
Outbound
Inbound
Outbound
N/D
N/D
N/D
N/D
Spain
Mozambique
Industry
Telco
Government
Government
Telco
Agents Channels Notes
Client Country
Sweden
Spain
Inbound
Inbound
Outbound
IM
Video
Superintendencia de Banca y Seguros, one of the main references of the financial sector in LatAm uses OneContact in its Contact Center since April 2013.
The installed solution is ready to grow to more than 150 agents. Supports voice calls with full recording capabilities and supports emails and calls via web.
Health Services Contact Center, 24x7, for first aid, immediate assistance to the members of this service. It includes medical counseling based on live Audio and Video communication with the patient.
This innovative project went into production in 2011 and defined ambitious goals since its inception: to manage schedules and shifts for Rumbo’s contact center agents, while ensuring the integration with the existing CTI platform already in place at Rumbo, and fully meeting the requirements of the Spanish legislation.
This project had another important goal: to replace an existing Workforce Management solution which did not deliver the expected results.
WFMN/D
N/D
N/DPeru
Industry
Government
Health
Travel
Agents Channels Notes