The Televergence brand, culture, and reputation, as telecom professionals, is to ensure that calls complete and minutes flow. This international consumer and commercial electronics customer had contracted with another third-party entity to convert their Customer Service and Technical Support from TDM to VoIP enabled connection. The objective was to eliminate the MRC costs associated with the TDM cross connections, which had been used for 24 years.
Our CEO’s decision to make our IT and NOC team available to this customer at all hours to troubleshoot issues during low traffic periods with the TDM to SIP conversion they had contracted out to a third-party entity enabled us to rapidly identify and resolve a problem. Our willingness to help them troubleshoot and resolve the issue, despite the fact that a third-party entity had performed the conversion, strengthened and enforced the carrier-customer partnership. In the 3 years since this customer has not had one issue.
The customer had no previous experience with VoIP enabled connections and had contracted a third-party CRM and Technical Support team to perform the TDM to VoIP conversion. The conversion needed to be completed quickly and correctly since issues related to the conversion could result in an interruption in production voice traffic as well as missed calls to their inbound toll-free numbers. During the planning and testing process, the third-party entity encountered many roadblocks in different scenarios that stalled the migration process.
The Televergence Network Operations Center (NOC) team made themselves available at all hours so that testing and troubleshooting occurred during low traffic periods. The information gleaned from the VoIP captures provided by the Televergence team assisted in the discovery of a software bug on a piece of Cisco equipment that the third-party entity was utilizing. Shortly afterward, a workaround was implemented until the bug was patched and the customer was able to meet the deadline for the VoIP enabled conversion. Televergence assisted in testing each toll-free number after the conversion to confirm successful connectivity. In the three years since the conversion, the customer has encountered no issues.
Televergence is a telecommunications carrier with expertise in contact center technology and operations. They have a fully staffed, U.S. based Network Operating Center (NOC) and maintain an on-premise TDM to VoIP conversion program for legacy call center platforms. Their Solutions Portfolio includes premium, all calls connect Inbound Toll-Free and Outbound Long-Distance services for businesses with existing contact center technology, as well as those building a new contact center.
For businesses that want to initiate Inbound Toll-Free customer support or Outbound Long-Distance for research or telemarketing, Televergence lets them evaluate the benefits of its services without making a long-term commitment. Customers can test a variety of solutions to better define system requirements.
For businesses that have contact center systems like Acculabs, Asterisk, Avaya, Brooktrout, Dialogic, Noble Systems, Nortel, Survox, and/or Voxco(to name a few), Televergence can add capacity without having to end-life systems. Televergence contact center Inbound Toll-Free and Outbound Long-Distance services can run alongside legacy systems.