Voip-Info’s Weekly Telecom Roundup aims to help our readers catch up on the latest news and top stories that are trending in the telecommunication space. Check out our post every Friday to read the latest news on service updates, product upgrades, business mergers, awards and recognitions, and other market trends driving the telecom industry into the future.
Here's what you may have missed this week:
GENBAND Adds Converged Intelligent Messaging to Its NFV Portfolio
Leading provider of real time communications software solutions, GENBAND has recently introduced a new addition to its comprehensive Network Functions Virtualization (NFV) portfolio. With the inclusion of the Converged Intelligent Messaging (CIM) into GENBAND’s cloud-based messaging platform, the company aims to help service providers expand their fixed and mobile messaging solutions.
Steven Bruny, the Chief Operating Officer at GENBAND, shared the benefits of using their CIM solution. “Our CIM solution is based on the latest geo-redundant, software-based messaging technology that allows service providers to grow their revenues and enhance their offerings by keeping subscribers on their networks, without having to use OTT messaging apps,” said Bruny. “We are currently working with several tier-one service providers to deploy the solution in their networks.”
The micro-services-based Converged Intelligent Messaging, which can be deployed in legacy, virtualized, NFV, or hybrid environments, seamlessly blends voicemail, fax messaging services, and automated attendant services with next-generation intelligent messaging services, web portals, voice-to-text, and intuitive mobile applications. Supporting visual messaging applications for smartphones (iOS & Android) and native clients on iPhone, the CIM Virtual Network Function (VNF) delivers solution scalability, elasticity, and automation that is managed and supported by third party NFV orchestration, OSS/BSS, and virtualization infrastructures.
The key capabilities and benefits of using GENBAND’s CIM solution include:
- Helping service providers expand their messaging offerings with advanced cloud-based services;
- Reducing costs while providing a new generation of NFV-enabled messaging services;
- Delivering a robust set of fax services that enables users in industries such as legal, real estate, and healthcare to make a smooth transition to hosted business services;
- Enabling users to instantly check and easily respond to messages (without even picking up the phone) by using CIM’s voice-to-text options; and
- Offering up to 70 percent improvement in footprint, environmental (power and cooling), and OPEX savings.
To learn more about the company's Converged Intelligent Messaging, please visit GENBAND’s website.
West Enhances Self-Service Experience for Customers with “Visual Voice” Solution
To help businesses create a unique experience for customers, West recently introduced its “Visual Voice” solution. As a more interactive, multi-channel approach to traditional Interactive Voice Response (IVR), West’s Visual Voice allows callers to use their mobile devices to read texts, type responses, and navigate mobile web forms and pages, while intelligent IVR concurrently guides them through every step.
“With Visual Voice’s synchronization, customers can effectively self-serve in a more natural, personalized manner, as a result of visual processing,” said Dan Gordon, the Senior Vice President of Strategy & Development for Interactive Services. “This improves the end-customers’ comprehension throughout the transaction and perception of their overall experience, as well as business operations, data quality, and service results.”
Aside from improving the self-service experience for customers, Visual Voice enables businesses to have a more efficient way of collecting customer data by reducing error rates and customer frustrations. This innovative solution also offers a smart way for customers to do the following:
- Streamline interactions by making it easier for them to key long number sequences, schedule appointments, enroll in programs, and make payments;
- Create an intuitive and rewarding experience by blending IVR, SMS, and mobile web;
- Integrate voice instructions with navigable mobile web forms and text messages without the hassle of downloading a mobile app; and
- Collect customer preferences in the voice channel and enable opt-in compliance in an easy and secure way.
For more information about the company's Visual Voice solution, please visit West’s official website.
8×8 Releases New Enhancements to Its Virtual Contact Center Solution
To enable global enterprises and small and mid-sized businesses to better understand and respond to customer pain points and improve the overall customer experience, 8×8, Inc., the world’s first Communications Cloud provider, has recently introduced new and enhanced capabilities to its Virtual Contact Center (VCC) solution.
“One of the promises of the cloud is democratization, high-end features for all, not just for the very large contact centers that can afford expensive customization,” noted Sheila McGee-Smith, the President and Principal Analyst of McGee-Smith Analytics. “The new capabilities being announced by 8×8 highlight the increasing sophistication in customer experience applications that contact center customers expect from Contact Center as a Service (CCaaS) vendors.”
By introducing new Post Call Survey and Customer Experience Analytics features and launching the next version of the Quality Management solution, 8×8 encourages closer collaboration amongst contact center agents and their supervisors, thereby helping them to handle increasingly complex customer interactions.
“Studies show that contact centers that collaborate perform much better than contact centers where agents operate in silos,” said Matt McGinnis, the Vice President of Product Marketing at 8×8. “8×8 is responding to this industry trend by offering an updated, innovative and collaborative quality management solution to our customers, enabling them to always provide the highest level of service to their customers.”
To learn more about the key capabilities and benefits of the newly enhanced Virtual Contact Center, please visit 8×8 ‘s product page.
Phonism Announces Support for Avaya’s New SIP Phones
Renowned innovator of Voice over Internet Protocol (VoIP) phone provisioning and management, Phonism recently announced their support for Avaya’s new open standards, SIP-based phones. Through this partnership, Phonism aims to help service providers and their end users to have a simple, easy-to-use solution for managing configuration of their Avaya open standard SIP phones, the J129 IP deskphone and B179 SIP conference phone.
“Avaya is one of the most trusted brands in Telecom, and we couldn’t be more excited to be providing service providers with the easiest solution to manage and deploy these devices,” said Steve Lazaridis, the CEO of Phonism. Through Avaya and Phonism’s partnership, service providers deploying the Avaya SIP phones have the capacity to streamline onboarding processes, reduce costs, and create a more pleasant experience for their customers.
Mark Monday, the Vice President and GM of Engagement Platforms at Avaya, has this to say about their partnership. “Phonism provides service providers with a cost-effective, value-added service that makes it easy for service providers to configure and deploy Avaya SIP phones,” said Monday. “As we continually look for ways to drive complexity out of operations for our customers and partners, Phonism enables a streamlined approach that speeds time to service for greater customer satisfaction.”
Phonism currently supports brands like Avaya, Polycom, Cisco, Yealink, Grandstream, and more. As a brand-agnostic solution, Phonism helps services providers and their end-users with its ability to manage all devices in one place. As a cloud solutions provider, Phonism provides easy to use tools to seamlessly manage VoIP phones before, during, and after deployment.
To learn and understand how Phonism simplifies the management of VoIP phones, please visit Phonism’s official website.