TELEVERGENCE SOLUTIONS (TSI) ENSURES THE SUCCESSFUL CONVERSION FROM TDM TO VoIP ENABLED SERVICES FOR INTERNATIONAL CONSUMER AND COMMERCIAL ELECTRONICS CORPORATION

Background

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.

Challenges

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.

Solution

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.

About Televergence Solutions (TSI)

Televergence Solutions (TSI) is a telecommunications carrier who attributes over 30 years of success and an average length of customer of 15 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 and customer service as a competitive advantage is responsible for the company's average length of customer at 15 years. Customers have direct access to the CTO, CEO and a dedicated Customer Success Manager.

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 SIP 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).