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TetraVX and Five9 Grow Strategic Partnership with Integration of Solutions
HOKE
Enterprise users to benefit from a seamlessly integrated contact center and UC platform
CHICAGO, IL - TetraVX, a unified communications and collaboration (UCC) company that specializes in the delivery of cloud- based solutions, has announced its nVX solution integration with Five9 (Nasdaq: FIVN), a leading provider of cloud contact center software, to better support enterprise users.
The powerful integration between TetraVX and Five9 provides enterprises with a complete cloud communications platform across the enterprise, resulting in a seamless experience for employees, agents, and customers. Contact center agents
can collaborate with knowledge workers using common address directories, synchronized availability, call states, and telephony integration. Another benefit includes higher first call resolution rates, raising the bar for all customers who have inquiries or issues they need solved.
“Integrating our solutions with Five9’s seemed like the next logical step in digitizing the customer journey and experience,” said Jimmy Carroll, Partner and Director of TetraVX. “The combination of our UC solutions and Five9’s contact center software gives users a seamless
integrated experience that relieves them of the headaches they may have once encountered when communicating with contact centers.”
Features of TetraVX and Five9’s integration includes:
Unified Directory: Global directory of shared contacts with seamless transfers (four digit extension dialing between contact center agents and UC users)
Click-to-Call: Ability to place a call from within the application, regardless of the recipient’s native application
Presence: Accurate information indicating user availability, regardless of their UCC application
Communications: Ability to communicate across platforms with colleagues in any location
Additionally, with the integration, both Five9 and TetraVX’s data centers will be connected through Tetra’s MPLS, offering customers dedicated lines, software-defined wide area network (SD-WAN) and global Session Initiated Protocol (SIP) Trunking all with 24x7x365 monitored services to ensure maximum uptime and available dynamic application failover. Thanks to redundant connectivity and unified networking between TetraVX and Five9 Data
Centers, users can avoid additional calling costs or long distance fees between their Call Center and VoIP users.
“Right from the installation the partnership of Five9 and TetraVX makes for seamless call center operations,” said Dave Kane, IT Director of Association of Mature American Citizens (AMAC) and current TetraVX and Five9 client. “I can scale my business immediately with the solution we chose. Many times partnerships convolute things, but Five9 and TetraVX found the right mix and they do it extremely well.”
“Together we are delivering a solution that users need,” said Dan Burkland, President of Five9. “We’re thrilled that our partnership
and integration offers our customers unified support, a unified network and upheld quality standards that allows for easy and quick access to information, increasing functionality.”
In addition to its nVX solution, TetraVX also offers hosted Skype for Business (sVX) and hosted Cisco (cVX) solutions. For more information on TetraVX and Five9’s integration and what it can do for your organization, click here.
For more information, please visit http://www. tetravx.com and http://www.five9.com. n
to help to sort out any remaining issues and slowly introduce it to the broader organization. Abrupt cut-overs to new systems can be risky, and often leave little time to sort out any potential issues.
Make training a priority: Likewise, design and implement flexible training sessions for end users on how the new systems function and integrate into their workflows. This is
a necessary, yet often overlooked step, that otherwise can result in systems collecting
dust and employees reverting to old, outdated technology. To increase end-user retention of the new systems, these flexible training sessions should be spaced out over a few weeks as opposed to all at once. This gives end users the chance to practice with the new systems and retain more information.
Create a support plan: In the event UC systems break or malfunction, you need to hit the ground running. That’s why it is imperative to create and communicate a clear IT support plan for your customer that includes a vendor maintenance contract to provide updates, upgrades and replacements. Clear contact methods, system and quality monitoring processes, and hands-on IT services ensure customers feel supported and empowered. Whether that includes working with in-house IT departments or handling inquiries directly, your responsiveness and ability to help get systems back up and running will build trust and enhance the overall relationship.
Check-in after deployment: The support plan should also account for a check-up meeting with the customer to see how their new UC systems are working and what changes or additions need to be made. Finding the right unified communications technology is often
an iterative process that requires consistent improvement, especially to adapt to the rapidly changing needs of customers and advances in technology. Furthermore, these follow-ups help to bolster the client relationship as opposed to a “sell and walk away” approach, which isn’t beneficial for either party.
At the heart of each of these steps is the commitment to being intentional about considering the needs of your customers. Customers want to feel satisfied with a UC experience that is reliable, dependable, and that ultimately creates efficiencies for their business. Again, nothing is more frustrating for a customer than being left on their own with
a new, highly technical service or product that doesn’t work. Customer service is paramount to each of these steps and is the most important aspect to focus on to drive growth and build customer loyalty in the UC business. n
Voximplant Connector for Dialogflow Adds New IVR Capabilities; Company Also Becomes Google Cloud Technology Partner
TransNexus adds least cost routing to ClearIP software
Gives Telephone Carriers Quick, Easy Way to Manage Costs
ATLANTA, GA - TransNexus has announced that they have added least cost routing functionality to their ClearIP software. This service helps carriers manage their routing costs and the profitability of their business.
ClearIP can perform this service while it also analyzes calls in the carrier’s network for telecom fraud attacks and abusive robocall traffic.
The ClearIP least cost routing enables users to define their rating and routing structure, including providers, products and rate plans. Rates can be uploaded to ClearIP, which then performs a routing assessment and sends a list of routes to the softswitch in a 302 Moved Temporarily SIP message.
“We’re excited to add this capability to ClearIP, our cloud- based telecom software product,” said Jim Dalton, CEO of TransNexus. “We developed ClearIP primarily to provide the fastest possible telecom fraud and robocall prevention available. We found that we were also able to leverage least cost routing experience with our NexOSS software to offer ClearIP customers a simple, effective least cost routing solution.”
ClearIP provides real-time telecom fraud detection in the cloud, powered by TransNexus’s SIP Analytics. Unlike call detail record (CDR) analysis,
SIP Analytics inspects calls before
call setup and stops fraud attacks immediately. It’s the fastest, most precise telecom fraud detection technique available.
The ClearIP software product offers other services, including precision blacklisting, CNAM, reputation lookup and now, least cost routing. These services can be performed in milliseconds before each call is being set up in the carrier’s network.
Telecom service providers can quickly enable the ClearIP services they wish to apply to their calls. Precision controls enable providers to fine-tune service policies for segments of their call traffic to optimize network performance and customer satisfaction.
For more information, visit transnexus.com. n
Voximplant’s integration with Dialogflow now provides low-latency speech synthesis and ability to act on robust telephony commands via complex call logic
PALO ALTO, CA - Voximplant, a cloud communications platform built specifically for web and mobile app developers, has released significant upgrades to the Voximplant Connector for Dialogflow, the company’s solution for
quickly and easily integrating Dialogflow into Voximplant’s telephony platform. Dialogflow, a Google subsidiary, enables the creation of voice- and text-based conversational experiences for websites, mobile apps, messaging platforms, IoT devices, and voice assistants (such as the Google Assistant).
With today’s release, Voximplant builds on
the initial launch of its Dialogflow integration (announced in May) by introducing new features that empower developers and enterprises to deliver even more robust and customized call
and customer service solutions. Among these features, Dialogflow agents integrated with Voximplant are now able to synthesize speech for live-call streaming. Because all the necessary call operations for delivering real-time conversational experiences are now performed in one place – including speech recognition, natural language processing, and speech synthesis – conversational latency is reduced. In turn, the call cadence between agent and customer is that much more natural and similar to speaking with a live person.
Additionally, the Voximplant Connector for Dialogflow now enables Voximplant to receive telephony commands from Dialogflow and react accordingly. Pre-programmed call handling logic can now execute actions, such as transferring
a call to a preferred phone number, playing a predetermined sound file from Google Cloud
Storage, hanging up a call, and other commands as determined to be contextually appropriate during a live customer call.
Simple call logic can be implemented within Dialogflow itself, and more complex logic can be programmed in JavaScript using Voximplant’s cloud application engine. Voximplant also allows both inbound and outbound calls to connect
to the Dialogflow agent, making it simple for businesses to leverage the solution for rich interactive voice response (IVR) interactions in automated inbound call processing, or to power smart voice-enabled bots for outbound call campaigns.
Voximplant is also proud to announce that
it is now a Google Cloud Technology Partner. The Google Cloud Partner Program recognizes partners that have proven themselves as trusted and experienced experts – and which developers and enterprises can count on for support in their cloud endeavors. As a Google Cloud Technology Partner, Voximplant looks forward to continuing to build next-generation cloud communications solutions while leveraging integrations with Google Cloud technologies.
“Machine learning is quickly transforming automated cloud communications for enterprises, and we couldn’t be more thrilled to stand at
the forefront of this technology with Google Cloud as our partner,” said Alexey Aylarov,
CEO, Voximplant. “We’re excited to work with the Google Cloud team to deliver cutting-edge technologies for communication app developers all around the world. Our goal is to simplify access to innovations in cloud communications, and ensure that robust communication app development is as quick, easy, and fruitful as possible.”
More at www.voximplant.com. n
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