AudioCodes Case Study

Yource - Customer Contact Services

Customer: Yource
Seamless WebRTC-based voice communications for WFH
Website: [Link] contact agents with centralized voice quality monitoring
Location: Rotterdam and device management
Industry: Customer Contact Services
With the arrival of the Covid-19 crisis, Yource needed an effective and easy-
to-deploy solution to enable its contact center agents in the Netherlands and
Customer Profile: abroad to continue their regular work activities when based at home. AudioCodes’
Yource is a leading provider of customer contact WebRTC solution delivered high-quality, reliable voice communications while the
services in Benelux with near-and offshoring
One Voice Operations Center management platform ensured that Yource’s IT
facilities within and outside Europe.
team could monitor their network’s voice quality and deliver an excellent user
Challenges: experience for agents and callers to its contact center.
• Enable work-from-home agents to connect
to the Genesys platform and successfully
work remotely without the need to install any
dedicated software.
• Offer reliable voice connectivity to work-from-
home agents with speed and ease

AudioCodes Solutions:
• Existing solutions: media gateways and session
border controllers (SBCs) enabling seamless
connectivity between Genesys and the PSTN.
• New solutions: WebRTC for work-from-home
agents. The solution includes a WebRTC gateway,
integrated with AudioCodes Mediant SBCs,
ensuring reliable and secure voice connectivity
with the Genesys platform and the PSTN.
• One Voice Operations Center (OVOC) to
monitor voice quality in real time across the
entire network.
Background
Benefits:
• Simple, rapid deployment for work-from-home Yource is based in The Netherlands, Belgium, Luxembourg, Bulgaria, Morocco,
agents, with no need for dedicated application Suriname and Spain, where they offer a unique fulfilment of customer contact
to be installed. services through outsourcing, insourcing and staffing services. Their customizable
• WebRTC gateway fully integrated with the sourcing solution adds proven value for their clients and their community of
AudioCodes virtualized Mediant VE SBC, employees, who they call Yource members. With 12,000 Yource members they
simplifying deployment and management, empower organizations to stay a step ahead in customer contact.
ensuring robust security and offering reliable
voice transcoding. At the moment, Yource employees work from home wherever possible, and they
• Tight integration with Genesys contact center offer nine languages of customer contact: Dutch, Flemish, French, German, English,
solutions, ensuring WFH agents can continue Spanish, Italian, Luxembourgish and Bulgarian.
operating seamlessly and enjoying the same
user experience as if they were still physically
located in the office.
• Centralized voice network management and
monitoring, enabling quality issues to be
resolved quickly and effectively.
For Internal Use Only
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 Challenges
A u d i o Co d e s’ We b R TC s o l u t i o n With agents located in over 50 sites in the Netherlands and abroad,
delivered high-quality, reliable voice Yource’s contact center operation had been based on a Genesys platform
for several years, offering services to a wide range of business customers.
communications while the One Voice
When the Covid-19 crisis hit in early 2020, Yource, like many companies
Operations Center management around the world, was forced to close down its offices and move its
platform ensured that Yource’s IT team agents to a work-from-home mode. While this switch was an unavoidable
could monitor their network’s voice headache for any business, for a company like Yource, whose agents
quality and deliver an excellent user needed to be available with reliable voice connectivity throughout their
working day, it was particularly challenging.
experience for agents and callers to
its contact center. The Genesys platform offered a software client which would enable simple
connectivity between agents and customers calling in from the public
telephony networks. However, this required installation by Yource’s IT
department and ongoing support. That was fine if the device the agent
When the Covid-19 crisis hit in early was using belonged to the company, but many agents did not have
2020, Yource, like many companies computers provided by their employer and had to use their own personal
devices. With no control over the specifications and configuration of
around the world, was forced to close
those employees’ computers, Yource needed to find a solution that
down its offices and move its agents would enable agents to connect to the Genesys platform and work from
to a work-from-home mode. home successfully without the need to install any dedicated software.

Solution
AudioCodes had been a longstanding supplier of voice connectivity
solutions for Yource, providing media gateways and session border
controllers (SBCs) that enabled seamless connectivity between Genesys
and the PSTN. Therefore, it was natural that Yource should turn to
AudioCodes to find a suitable solution to this issue.

WebRTC allows audio and video Fortunately, AudioCodes was able to propose a perfect solution based on
WebRTC technology. WebRTC (Web Real-Time Communication) provides
communication to work inside web
web browsers and mobile applications with real-time communication
pages by allowing direct peer-to-peer (RTC) via simple application programming interfaces (APIs). It allows audio
communication, eliminating the need to and video communication to work inside web pages by allowing direct
peer-to-peer communication, eliminating the need to install plugins or
install plugins or download native apps.
download native apps. WebRTC uses the highly versatile Opus audio
codec, which is able to deliver high voice quality regardless of network
conditions.

AudioCodes’ WebRTC solution includes a WebRTC gateway that mediates

between WebRTC streams and external SIP-based systems, enabling
communication between Yource’s Genesys contact center platform
and the agents’ computer. The WebRTC gateway is fully integrated
with AudioCodes Mediant SBCs, ensuring reliable and secure voice
connectivity with the Genesys platform and the PSTN.

For Internal Use Only

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 Using AudioCodes’ WebRTC SDK, Using AudioCodes’ WebRTC SDK, Yource’s IT team was able to develop a
customized WebRTC client that seamlessly manages calls between agents,
Yource’s IT team was able to develop
the Genesys platform and callers to the contact center. The client runs in
a customized WebRTC client that runs
any standard browser, so there is no need for the work-from-home agents
in any standard browser, so there is no to download and install new software. They simply log in to the client web
need for the work-from-home agents page and seamlessly handle incoming customer calls as though they were
to download and install new software. still located in the office.

Another important aspect of AudioCodes’ solution for Yource’s work-from-

home agents was the crucial role played by the One Voice Operations
Center (OVOC) management solution. OVOC provides network-wide
voice network management and quality of service monitoring via a single
pane of glass. With the move to work-from-home mode, Yource began to
experience a rise in the creation of IP tickets. With so many of its agents
working from home, this was understandable; Yource could not control
the quality of all its agents’ internet connections. However, with OVOC in
place, Yource’s IT team have end-to-end visibility of the calls made via its
platform, thus giving them the ability to identify the problematic call legs
and resolve any issues.

Results
AudioCodes’ WebRTC solution offers several important benefits for Yource:

• Simple, rapid deployment for work-from-home agents – No need

for a dedicated application to be installed.
• WebRTC gateway fully integrated with AudioCodes virtualized
Mediant VE SBC – Simplifying deployment and management, ensuring
“With its ease of deployment and robust security and offering reliable voice transcoding.

se a ml e s s i nte g r a t i o n w it h o u r • Tight integration with Genesys contact center solutions – Ensuring

WFH agents can continue operating seamlessly and enjoying the same
Genesys contact center infrastructure, user experience as if they were still physically located in the office.
AudioCodes’ comprehensive WebRTC • Centralized voice network management and monitoring – Enabling
solution was a major factor in ensuring quality issues to be resolved quickly and effectively.

our agents could continue working “With its ease of deployment and seamless integration with our Genesys
contact center infrastructure, AudioCodes’ comprehensive WebRTC
successfully during the upheaval of solution was a major factor in ensuring our agents could continue working
the Covid-19 crisis‫״‬ successfully during the upheaval of the Covid-19 crisis,” said Freek Weijtens,
IT Director at Yource Group. “In addition, the OVOC management platform
was a game-changer, enabling us to troubleshoot and resolve voice quality
Freek Weijtens, issues rapidly and effectively to maintain an excellent user experience for
IT Director at Yource Group agents and customers alike.”

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without notice.

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