Case Study
Case Study:
24Seven
The Shout Telecoms solution is key to delivering high call volumes for 24Seven — from an IVR overhaul to a first-of-its-kind SIP-Switch deployment.
24Seven is a UK Telecommunications Network Operator providing telecoms solutions for enterprises, resellers, and end users — specialising in bespoke IVR services, intelligent call routing, and mobile services. They have invested heavily in their infrastructure to support their own operations and to cater for the individual needs of their customers.
When formed in 2002, 24Seven were a service provider offering bespoke IVR to their client base. By 2005 they had moved into wholesale, but their existing IVR — although functional — lacked the features needed to offer premium services. After a referral, they invited Shout Telecoms to meet with their Head of IT and develop a solution.
After a thorough review, 24Seven purchased a Telsis Ocean Switch and IVR platform from Shout Telecoms. Within two months their new system was live in Docklands and the old equipment in Leeds switched off.
"Shout is a perfect fit for our business — they are small enough to be responsive, but big enough to offer us round-the-clock support and are based here in the UK."
24Seven also benefited from significant cost and resource savings. The system runs so efficiently it requires little ongoing resource, freeing valuable IT staff for other priorities.
24Seven went on to become Shout's first customer to purchase the SIP-Switch, running 980 concurrent calls in parallel with IVR equipment — bringing in IP traffic at high volumes for minimal investment. They subsequently expanded the Ocean Switch and increased E1 capacity from 32 to 64.
"Shout's solution makes us extremely competitive and is so flexible we can do pretty much anything with it."
Business Challenges
- • Existing IVR lacked the functionality needed for premium services
- • System required too much resource to support
- • Finding a UK company able to provide true end-to-end support
Keys to Success
- • Bespoke solution tailored to their specific requirements
- • Reliable 24/7 UK-based support
- • Flexibility, responsiveness, and products that evolve with the business
Project Outcomes
- ✓ Cost and resource savings across IT operations
- ✓ Highly competitive and reliable services for customers
- ✓ High call volumes achieved with minimal investment
What they said
In their own words
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"Shout is a perfect fit for our business — small enough to be responsive, but big enough to offer round-the-clock support, based here in the UK."
Managing Director, 24Seven
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"Shout's solution makes us extremely competitive and is so flexible we can do pretty much anything with it."
Managing Director, 24Seven
"
"We are very pleased with the functionality of the Shout products and delighted with their approach to customer service."
Managing Director, 24Seven
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