Ribbon Communications is accustomed to operating at scale, which is essential when it comes to managing their customers’ complex routing environments, throughout the UC transition and beyond.
As Territory Manager, David Shapero explained, constant availability is not negotiable for the customers they serve. “Across the West, we have electric utilities, pharmaceuticals, several large financial institutions and software clients with over 30,000 seats, requiring calls to be routed to the right agent based on skills,” language and many other criteria.
“Internally, some of them use Teams, others use Zoom and their contact centers were usually managed separately. For organizations that have grown through acquisition, each acquired business typically has its own PBX with a specific call routing scenario that we immediately need to tie together – four-digit dialing here, five-digit dialing there, and dial-up dialing. 10 numbers for this team. “
Putting it all together: SBC and PSX
Ribbon’s SBCs are the key to terminating a range of different inbound transport circuits, SIPs or PRIs. But that’s not the whole story, as Shapero explained:
“What makes Ribbon really unique in this scenario is our PSX – which is the same tool the world’s top 10 carriers use for all cell phone routing and everything. If you port your number from AT&T to Verizon, it goes through a PSX database, and we use that same routing engine in an enterprise to determine where every call should go or how it should be handled.
The legacy of Ribbon carriers also adds a unique layer, as sales engineer Brad Chapin added. “A critical element, especially for contact centers, is the number of calls per second that we can handle through our SBCs. Not only is the baseline for this level very high, but we can do the handover so that if a box goes down, no calls are lost, it switches seamlessly. And then, in the case of virtualized software, our ability to use standard PSPs from vendors like Nvidia allows us to do a huge amount of transcoding in a very cost effective manner.
Sustainable calling solutions for resilient businesses ready to telecommute
This approach to call routing joins forces with the leader of Ribbon analysis tools, to help organizations find sustainable cloud-based UC solutions that protect businesses from fraud and risk, wherever their employees work.
“Often our first conversation will be about toll fraud and robocalls,” said Shapero. “In this process, we take a look at the whole network and rebuild that core to give them the other benefits, but their boss’s edict at the start was that we need to fix the fraud. All starts with security.
“The way businesses continue to manage internal security is really going to be to manage this smart core. Some of these items will still be on site and will require support for this type of solution. We therefore equip companies to manage their data in the most appropriate and intelligent way.
Data is the critical resource after all, and so far bandwidth has been the limiting factor. The deployment of 5G will increase capacity for internal and external uses, including application-based flows, by integrating sensor feedback with calls into a cohesive overview.
The future is about solving complexity with distributed data flows and transparent solutions, and whatever scale involved, Ribbon can tie it all together.