This Month in Telecom is a monthly news round-up on VoipReview.org that aims to give our readers a fast and easy way to catch up on the latest news and top stories that are trending in the voice and telecommunications space. Check in every month to find out more about stories you may have missed in regards to new companies, mergers, trends, and other telecom advancements.
Let’s take a look at some of the biggest stories in telecom for the month of December
PureCloud Helps Company Nurse Deliver Exceptional Customer Experiences
Genesys, the global leader in omnichannel customer experience and contact center solutions, has significantly helped Company Nurse, the premier nurse triage provider, improve employee efficiency and strengthen business continuity while saving costs.
By leveraging the PureCloud platform, Company Nurse's contact center agents can ensure injured workers receive the appropriate care they need without delay. Additionally, companies can maintain reasonable insurance rates by only filing necessary claims, and all requests are resolved thoroughly and efficiently.
Henry Svendblad, the Chief Technology Officer at Company Nurse, has this to say about PureCloud: “Our registered nurses are available to triage workplace injuries the moment they occur, 24 hours a day, 7 days a week, and 365 days a year. PureCloud has enabled us to handle a 20 percent increase in call volume with the same number of staff, leading to record revenue growth.”
Avaya Rolls Out New Online Store to Empower SMBs and Mid-Market Customers
In keeping with the company’s mission to provide intelligent communications experiences for customers and employees, Avaya Holdings Corp. (NYSE: AVYA), the industry leader in business communications and customer engagement technologies, recently unveiled its new storefront that enables simple online purchase and fulfillment.
Through this unique one-stop-shop storefront, Avaya aims to provide a “simple swipe and buy experience” for small to medium businesses (SMB) and mid-market organizations. The store includes smart desktop devices, contact center and unified communication bundles, and other collaboration and workforce optimization solutions.
“This latest development in our evolution as a cloud communications company continues to expand our cloud offerings, and unlock significant value for customers and partners of all sizes,” said Gaurav Passi, the President of Avaya Cloud business group.
Available now in the U.S. and expanding globally beginning in early 2019, the new storefront experience will enable sales agents to support end customers’ needs by seamlessly completing transactions from a single environment.
CoreDial Launches Enhanced CoreNexa™ Call Control Platform
Leading Unified Communications as a Service (UCaaS) platform provider, CoreDial, LLC, announced this month that it has successfully completed the deployment of its improved CoreNexa Call Control Platform. As the calling infrastructure of CoreDial’s CoreNexa UCaaS platform, CoreNexa Call Control enhances business continuity through advanced cloud-centric geo-redundancy capabilities that help the Channel compete and win on the merits of quality and reliability.
Building on the company’s open source and proprietary call control capabilities, the CoreNexa Call Control platform offers new management interfaces and features, seamless failover to any number of redundant instances (not just active-active), and limitless capabilities to accommodate growth and expansion into new channels and markets.
CoreDial CEO Alan Rihm, had this to say about the latest product enhancement: “We’ve been told by industry leaders and peers that we defined this channel strategy, but our company culture both values and demands continuous improvements. We always want more, and want to give more to our partners. To prepare all of us for the journey from 320,000 seats to 1,000,000 and beyond, we’ve invested considerably in people, processes, and technology to make sure we deliver what the market wants and expects of us.”
Mitel Announces Partnership with Tradewinds Brokerage to Boost Global UCaaS Business
To address the growing global demand for cloud collaboration and communications services, Mitel, a global leader in business communications, has recently partnered with Tradewinds Brokerage, a Telarus company. This partnership enables technology resellers to seamlessly transition customers to Unified Communications as a Service (UCaaS) with the support and experience of the Mitel and Tradewinds teams and expand the coverage of the UCaaS market in Australia and New Zealand (ANZ).
“Mitel has a long-standing partnership with the parent company of Tradewinds and a history of helping customers in the ANZ market successfully transition their businesses to the cloud. The partnership with Tradewinds enables us to further that success together by jointly offering the Australian IT&T community world-class UCaaS solutions that support their objectives for digital transformation,” said Frank Skiffington, Vice President ANZ, Mitel.
Through this master agent agreement, Mitel can deliver better cloud choice for businesses ranging from small and midsize businesses to large retail enterprises, which are seeking communications solutions that are easy to use and quick to deploy.
Ribbon Communications Join Forces with Amazon Web Services
Ribbon Communications Inc. (Nasdaq: RBBN), a global leader in secure and intelligent cloud communications, announced this month that it has joined the Amazon Web Services (AWS) Partner Network or APN. This global partner program for AWS focuses on helping APN Partners create successful AWS-based solutions or businesses by providing technical, business, marketing, and go-to-market support.
Kevin Riley, Ribbon’s CTO, expressed his enthusiasm about their partnership with Amazon Web Services (AWS), saying, “We’re thrilled to extend our cloud leadership by joining the APN. As cloud innovators with multiple customers deployed in production on AWS, we look forward to deepening the relationship and developing new solutions that leverage AWS.”
As more and more communications service providers (CSPs) deliver cloud-hosted, real-time communications services from the cloud, Ribbon offers advanced solutions to help support these initiatives, including its cloud-native Session Border Controller Software Edition (SBC SWe).
Plus, Ribbon also provides a synthetic dataset for model-training purposes in AWS’s Machine Learning (ML) for telecommunication solution, which offers a framework for an end-to-end ML process including data processing and feature engineering, ad-hoc data exploration, and model training and evaluation.