International Phone Carrier
Phone Carrier
NYC, NY
Our client, an International Phone Carrier, approached us with a unique challenge. They had been experiencing an unusually high number of short-duration international calls, which was affecting their business efficiency and causing a spike in customer complaints.
To identify the root cause of the short-duration international calls and implement a solution to resolve the issue.
Interact undertook a comprehensive analysis of over 10 million call records and SS7 (Signaling System No. 7) records to pinpoint the source of the issue.
Our detailed investigation revealed that a downstream carrier was providing false answer supervision. In telecommunications, answer supervision is a signal sent by the terminating end of a call to the originating end indicating when the call has been answered. False answer supervision can lead to the originating side mistakenly believing a call has been answered, leading to an unexpected termination of the call, resulting in short-duration calls.
Once the problem was identified, Interact collaborated closely with the downstream carrier to address and rectify the false answer supervision issue.
In addition to the technical resolution, Interact negotiated on behalf of our client with the downstream carrier. Recognizing the significant business impact and potential financial loss incurred by our client due to this oversight, we successfully secured a credit of $3.2 million for our client.
Interact’s detailed analysis and proactive approach not only helped in rectifying a pressing technical issue but also ensured that the client was adequately compensated for their business losses. The case underscores the importance of having an expert partner in telecommunications who can swiftly address and resolve challenges, ensuring seamless communication and business operations.
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