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How Reliable Would Your Phone System Be in a Disaster? - RingCentral, Inc. - ContactCenterWorld.com Blog

How Reliable Would Your Phone System Be in a Disaster?

Cloud-based business phone systems are powerful tools for modern communications, but for some potential buyers, cloud services raise concerns about reliability. After all, for many businesses, downtime directly impacts revenue.

Since day one, RingCentral has been designed with reliability in mind. Early on, we made a strategic decision to build our own network, which allows RingCentral to provide carrier-grade reliability and outstanding call quality. Here’s how our network keeps your business up and running even in the face of disaster.

RingCentral is fully redundant geographically in every location where we operate. This is a key differentiator between RingCentral and our competitors, many of whom do not have international redundancy built into their systems. This redundancy helps RingCentral maintain service to customers through natural disasters, such as severe storms or earthquakes, as well as human-made disasters like hardware failures. RingCentral maintains a direct trunk connection with the PSTN and does not rely on multiple hops through aggregators. The goal is enabling all calls to make one hop to their destination. As a result, RingCentral has high mean opinion scores—an important indicator of quality.

When considering cloud phone solutions, you may think that virtual solutions are less robust than traditional hardware, when in fact the opposite is true. RingCentral’s redundant systems ensure that even when there is a problem, services can continue uninterrupted. The RingCentral platform has been architected to support failover conditions in case of emergency. Using SIP-trunking, RingCentral provides real-time disaster recovery by switching active services from one data center to another. Thanks to redundant internet connections, our fax, voice, voicemail, and conferencing services will all continue to operate without interruption. RingCentral is built with geographically distributed operations so that service continues if one location is not available. This provides our customers around the globe with service reliability unmatched by both traditional hardware and other cloud-based systems that don’t have the redundancy we’ve built in from the start.

In addition to disaster recovery, RingCentral’s systems are designed to continually monitor the end-to-end performance of our network to ensure call quality, completion rates, and service availability remains at peak levels. We have alarms in place to warn of widespread, significant drops in endpoint performance. RingCentral also monitors network configurations and proactively notifies customers when problems arise.

For example, a customer with 100 lines experienced a decrease in call quality every afternoon at the same time. RingCentral reviewed network settings and discovered that the customer’s IT department ran a remote backup at the same time every afternoon, effectively consuming all the available bandwidth. As a result, by proactively monitoring and reviewing the network settings, RingCentral prioritized the network traffic and successfully resolved the customer’s issue.

RingCentral also utilizes a next-generation audio technology called Opus, designed for interactive real-time audio transmission over the internet. Opus includes very robust protection against packet loss and jitter as well as other capabilities designed to compensate for network issues. RingCentral uses Opus on all software end-clients and mobile apps. The resulting call quality is a key competitive differentiator as many of our competitors have yet to implement the Opus codec.

RingCentral’s robust platform is built from the ground up with disaster recovery in mind. Keeping you open for business is our top priority, and our robust business phone service is monitored 24/7/365 to provide the most reliable communications for your company.

Source: https://blog.ringcentral.com/blog/2017/01/how-reliable-would-your-phone-system-be-in-a-disaster/

Publish Date: January 30, 2017 5:00 AM


2020 Buyers Guide Artificial Intelligence

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
PH: 855-GO-BALTO

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

6.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

7.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

8.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)
PH: 0800 999 1882

9.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

10.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417

11.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

12.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

13.) 
TrendzAct

Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
PH: 3854343250

14.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
PH: +49 176 5683 8890

15.) 
VOZIQ

VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.

With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
PH: +1 (888) 427-2328
 



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