The Televergence brand, culture, and reputation, as telecom professionals, is to ensure that calls complete and minutes flow. Our CEO’s ethical decision was to bypass the standard onboarding process with credit verification for a previous customer. This, in combination with the technical expertise and commitment of our IT and NOC team, enabled us to rapidly identify the problem and restore their service.
Having been in business for over 30 years with an average length of customer at 15 years, it is not uncommon to see a customer come and go, only to return again. Often, such a change is simply the result of mergers and acquisitions; or, in some cases, changes to the management team within a large organization who wish to make the IT department “their own”. We find, especially in the field of wholesale telecommunications, that the grass can often appear to be greener on the other side of the fiber optic trench.
This particular case involves a customer with a large inbound toll-free contact center business, handling the Tier 1 sales and support for a number of other organizations. They had moved their business off the Televergence network two years earlier, based on the promise of combined lower rates and colocation services we didn’t offer.
Having not heard from this previous customer for quite some time, our CEO was surprised to hear from them shortly before New Year’s Eve. Our understanding of the situation was that a large percentage of toll-free calls weren’t completing. A personal favor was asked of our IT department to help the previous customer identify the cause.
Upon review, our Network Operating Center (NOC) technical team identified two of the four national toll-free carriers had shut down trunks on their upstream carrier’s network, resulting in the customer experiencing a significant outage that exceeded 10 hours at this point.
The most significant challenges included:
• The identification of more than 60,000 toll-free numbers, their current RESPORGs, carriers, trunk, and IP configurations;
• Tasking our NOC technical team to duplicate these routing configurations within our network;
• Accomplishing this quickly, during a national holiday with limited staff.
Within two hours of our first call with their IT department, we had agreed on the cause. A course of action was also agreed upon, provisioning all 60,000 TFNs within our network and onto Verizon’s toll-free network, fully restoring service. Once the technical tasks were completed, our account managers organized letters of authorization, working with outside groups such as SOMOS (SMS/800), to move the toll-free numbers without the cooperation of the existing carrier or their staff.
The remainder of the holiday was spent building redundant load balancing trunks, custom scheduled reports and documenting toll-free routing configurations so the newly returned customer felt confident that future moves and changes would occur without disruption.
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.