Building the Ultimate Call Center
Calltacular develops a complete call center and direct marketing solution on Plivo
- Developing a robust call center application to simplify call center and direct marketing processes.
- Required powerful yet simple APIs to integrate their applications with complex call center needs.
- Plivo provided the building blocks necessary to develop Calltacular into a sophisticated call center solution.
Built from the ground up Calltacular was created as a software solution that would simplify the processes of call centers and direct marketers. Co-founders Anthony Bertolo and John Kania wanted to develop a high powered call center application that combined customer management and lead management tools allowing their clients to track, learn and understand more about their customers. Coming from the industry Bertolo and Kania had a clear vision of the solution they wanted to deliver. But they needed a powerful, feature-rich platform with rich APIs, "Knowing that something like Calltacular had a niche was obvious, the problem was technology, something telephony APIs made easy," said Kania. Calltacular made the early decision to go hosted and avoid the burden of managing infrastructure.
Beginning stages of development were difficult for the team, the chosen platform provider didn’t have an extensive API library to implement the features needed and the team wasted valuable time hacking features together. This proved to be a huge obstacle for Calltacular; they needed proper APIs that allowed them to develop every function a complex call center required. Calltacular came across another large obstacle, their provider wasn’t flexible with pricing, wanting to lock them into expensive rate tiers and commit to minimum call volumes. At the time the company was still in beta and under development. A monthly minimum was not an option for this innovative startup.
Calltacular was in a difficult situation. They were on a platform that did not allow them to achieve their vision. At the same time, they were faced with the threat of a rate hike. A change was needed and quickly. Bertolo and Kania began to evaluate their options.
Calltacular was aware of Plivo and upon reevaluation was pleased to see that Plivo Cloud was now available. Impressed with Plivo’s extensive library of APIs along with XML and helper docs they decided to make the move. After a quick two-week implementation Calltacular was now able to offer their clients not only standard call center features but also enhancements such as CRM integration, order entry, phone number provisioning, call queues and more. Plivo was able to provide them with the building blocks needed to support their complex call center requirements.
Calltacular’s pricing concerns were also solved; Plivo offered volume pricing from the start and no monthly minimums, this decreased their telecom costs by more than 25%, enabling them to offer highly competitive rates for their own clients. The greatest cost benefit has come from reduced development time, allowing Calltacular to get to market faster while burning fewer resources.
The response from Calltacular’s customers has been extremely positive and Calltacular looks forward to strong growth and they are just getting started.
Calltacular continues to innovate and is looking to integrate SMS and voice broadcasting into their solution.
Plivo has simplified telephony for Calltacular allowing them to develop the robust call center application they needed, "Before selecting Plivo we were with another provider and evaluated a number of other companies but they either lacked key features, were overly complex, or were cost prohibitive," said Bertolo, "Plivo brings the right balance of features, flexibility and pricing."