Twilio > Case Studies > Balboa Digital Enhances Call Center Solutions with Twilio

Balboa Digital Enhances Call Center Solutions with Twilio

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Automotive
Education

Applicable Functions

Human Resources
Quality Assurance

Use Cases

Inventory Management
Visual Quality Detection

Services

System Integration
Testing & Certification

About The Customer

Balboa Digital is a California-based company that provides high-quality, affordable contact center solutions, including outsourced inbound and outbound call center, chat, and email services for various industries such as education, finance, and automotive. The company operates a 100-seat call center in Manila, Philippines. Balboa Digital's success is largely attributed to its flexibility in meeting its clients' unique needs for technical integration and telephony support. The company is committed to delivering the highest quality call center solutions and meeting varied client needs at a very competitive cost.

The Challenge

Balboa Digital, a provider of high-quality contact center solutions, was facing a significant challenge with its existing telephony provider. The VoIP office phone system was inflexible and incompatible with third-party systems, preventing integration with Balboa's agent management system. This led to inefficiencies such as idle times between calls and difficulties in transferring calls. The system also lacked necessary recording and reporting capabilities, hindering Balboa's ability to monitor and coach its agents effectively. Furthermore, the reliability of the service was a major concern, with Balboa having to resort to a secondary provider for emergencies. Traditional telecom providers were found to be too expensive for customization and did not provide all the necessary services. On the other hand, open-source solutions lacked sophisticated customer support and a global telephony footprint. Balboa needed a solution that offered flexibility, comprehensive services, customizable solutions, and excellent customer service at a competitive cost.

The Solution

Balboa Digital turned to Twilio, a platform designed for integration and competitive pay-as-you-go pricing. Twilio enabled Balboa to quickly and easily onboard contact center agents anywhere in the world at a low cost. It also offered fundamental call center features such as queuing, recording, conferencing, and reporting. With Twilio, Balboa was able to replicate, improve, and integrate all its existing call center features into custom software, allowing for a smooth migration path. The migration to Twilio was relatively invisible to clients, demonstrating Twilio's ease of use and flexibility to deliver highly customized solutions. By integrating Twilio with Balboa's agent management software, the company created a highly functional contact center desktop, reducing the time between agent activities and increasing staff efficiency. Today, Balboa's distributed workforce relies on Twilio's browser-based, customized soft phone capabilities for both inbound and outbound calling.

Operational Impact

The decision to migrate to Twilio has been instrumental in Balboa Digital's ability to win new clients and keep existing customers highly satisfied. The company has been able to reduce costs otherwise spent on buying and shipping hard phones and has increased the speed at which they can deploy new human resources globally. This has allowed the company to realize new revenue days sooner for each opportunity. Balboa has achieved and maintained a high quality of service, signaled by low latency and clear voice, between calling parties, regardless of location. Twilio users saw a significant improvement in availability compared to the previous vendor. By completing custom implementations with Twilio, Balboa Digital has removed inefficiencies in agent interactions, such as idle times, and has increased agent productivity significantly. This has helped Balboa Digital remain competitive and become an extremely valuable contact center partner, helping clients to better monetize leads.

Quantitative Benefit