Televergence Helps a Previous Customer Rapidly Restore a 10 Hour Outage

Background

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 call 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 providers had shut down trunks on their upstream provider’s network, resulting in the customer experiencing a significant outage that exceeded 10 hours at this point.

Challenge

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.

Solution

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.

About Televergence Solutions

Televergence Solutions (TSI) is a telecommunications carrier who attributes over 30 years of success and an average length of customer of 14.7 years to quality and competitively priced products: inbound toll free and high calls per second/call completion rate outbound long distance. Pre-qualified candidates receive a 10,000 minute free trial.

C-Level account management provides their customers with access to senior executives. Customer service as a competitive advantage and a dedicated Customer Success Manager is their unique value proposition that drives the company's 30 years of success and average length of customer at 14.7 years.

Founded and managed by the CEO, Deb Ward, whose integrity and reputation is exemplary in the telecommunications space, she is the first and current Chairwoman of INCOMPAS (formerly known as Comptel), the industry’s leading competitive telecommunications trade organization.

The company's CTO, David Deutsch, has extensive technical expertise in the call center telecom space and manages the fully staffed, U.S. based 24 x 7 x 365 Network Operating Center (NOC). The technical team has an average of 18 years of experience and is familiar with most legacy and nex-gen platforms; including Dialogic, Acculabs, Brooktrout, Nortel, Avaya, and Asterisk. An on-premise TDM to VoIP enabled conversion and loan equipment program for legacy platforms is available to candidates who otherwise qualify.

Leadership, membership, advisory and board roles are maintained within numerous Professional Trade Organizations, including INCOMPAS (formerly known as Comptel), Federal Internet Service Providers Association (FISPA), Insights Association (formerly the Marketing Research Association), National Association of Women Business Owners (NAWBO), Nashville Chamber of Commerce, Professional Association for Customer Engagement (PACE), Telecom Associates and Women In The Channel (WIC). WBENC (Women Business Enterprise National Council) certification has been submitted (July, 2017).