Balboa Digital Enhances Call Center Solutions with Twilio

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.

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.