The Business Challenge

The Customer was facing a very specific challenge, characterized by communication and technical issues. The main channel used up to that point, in order to communicate with customers, SMS, had lost its effectiveness. Customers had been overwhelmed by this method, due to multiple SMS campaigns received daily, so, they had developed an aversion towards it. As a result, the Customer wanted to adopt a new way of communicating with them.

Given the much higher response rate in phone calls, the Provider wanted to conduct campaigns via outbound calls.
However, there were several main challenges to face, given the fact that resources in Africa are limited – as they are developing countries:

• the hardware investment is too complicated to happen,
• the valuable data center rack space should not exceed 1U,
• the bandwidth and connectivity are very limited, and outages are common in such operational contexts.