Call centre
Recurring issues
Unstable voice quality unpredictable latency and jitter causing robotic voice or dead air in conversation.
24/7 availability under high pressure A faulty local router or transformer is enough to bring down the entire platform in the middle of a sales campaign.
Brutal ramp-ups : Voice traffic and CRM doubling within 24 hours during marketing operations or national events.
Compliance and security of records PCI-DSS mandates the masking of card data; GDPR requires encrypted storage and the right to erasure.
Limited visibility of deteriorations traditional tools unable to track MOS score and packet loss in real time.
Growth of remote working agents distributed across unequal domestic access, expanded SIP attack surface
SATLX IT SERVICES Approach
Audit QoS & “voice readiness” – 24×7 active MOS/jitter measurements, SIP trunk & SBC mapping, ISP SLA review.
Active/active architecture & optimised voice SD-WAN – fibre links doubled by 4G/5G or VSAT, automatic routing based on dynamic SLA.
Real-time MOS & SLA supervision – OBKIO/PRTG probes, “Call Quality” Power BI dashboards, Slack/SMS alerts on drift.
Voice data security & compliance – voice/data micro-segmentation, SRTP/TLS encryption, AES-256 encrypted storage, MFA bastion.
PRA “click-to-failover” & elastic scaling – automated failover to cloud PBX in < 90 secs, AI pre-routing overflow scripts.
MCO and 24/7 support – NOC/SOC SATLX (Dakar) connected, N2/N3 intervention < 15 min, spare parts in regional hubs.
Measurable benefits
- Significant improvement in voice quality (MOS score) and a notable reduction in the dropped call rate.
- Increased availability of the voice/CRM platform, with constant maintenance of contractual SLAs even during peak periods.
- Measured increase in agent productivity: optimised AHT, improved FCR, smoother customer experience.
- Significant reduction in SLA penalties and service credits through proactive incident detection.
- Significant reduction in mean time to resolve (MTTR) and diagnostic lead time through real-time visibility.
- PCI-DSS & GDPR compliance achieved with no major non-conformities from the first audit.
- Quick ROI via reduced incidents, bandwidth optimisation and automated failovers.
With SATLX IT SERVICES, your African call centres deliver a fluid, secure and scalable voice experience, whatever the traffic variations or regulatory constraints.
Our areas of expertise
