Nethram

BACKGROUND

Please describe your company and your position there.

I am the owner of a telephone and video language interpretation company. We provide global on-demand telephone and video intepretation services in over 350 languages.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Nethram, and what were your goals?

We hired Nethram to develop a web based call center platform which can be remotely accessed by unlimited number of agents and interpreters. Currently it is utilized by over 30 call center agents and over 2000 home based interpreters. Nethram created a custome based paltform capable of Telephone and Video Conferencing.

The paltform has various log in capabilities (agent, interpreter, admin and customer). It is also IVR enabled for instant connections to interpreters without agent assistance. It also includes all pertinent metrics, databases, including customer invoicing, payroll, , instant messaging and call recordings, to name a few.

SOLUTION

How did you select this vendor and what were the deciding factors?

Originally Nethram was recommeded by Twilio since they are one of their gold partners. We contacted three different companies but decided to go with Nethram mainly because of their experience in developing online call centers as well as their cost structure.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Our Telephone and Video Platform was develped as per key deliverables of the original SoW. In addtion,. numerous changes and additions were subsequenly implemented. Timelines were met and cost structures were adhered to.

How many people from the vendor's team worked with you, and what were their positions?

Our main contact was Paul Mathews, the owner, who worked with us defining the original SoW and subsequently developing the paltform, testing, implementation and ensuring the functionality of the final product. Later during the process, our main contact was Ashitha Babu, thier Cutsomer Success Manager.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

We are very pleased with the final outcome of the project which was very challenging. The platform perfoms very well and beyond our expectations. It is not only the integral part, but the core of our entire operation.

Describe their project management style, including communication tools and timeliness.

Paul and the team were very accommodating to our needs as well as changes and addtions to the existing SoW. They were extremely patient, accomodating and took the time to implement all our requests.

What did you find most impressive or unique about this company?

Nethram is a very experienced company with telephony and developing call centers. I don't believe that there are too many companies of their caliber in the world. Some of their top qualities are:

1. Knowledge and experience
2. Ongoing customer support and advice
3. High quality outcomes
4. Flexiblity and patience

Are there any areas for improvement or something they could have done differently?

I can't think of any. I am very pleased.