Contact center managers and architects planning a migration to the Genesys Cloud service will encounter an important decision that they may not have given a lot of thought to. It’s about how best to connect their customers to Genesys Cloud. There are multiple PSTN connectivity options available to Genesys customers and each presents trade-offs that affect business agility, cost, customer experience and other factors.
Genesys offers a “bring your own carrier” (BYOC) approach, which gives organizations the flexibility to select their voice services for Genesys Cloud. This gives Genesys customers access to a range of PSTN connectivity services to fit their business needs. You can leverage global SIP trunking services from third-party providers, including Twilio, and realize geographic coverage, pricing, flexibility and other advantages.
Native Genesys Voice Services Offer Solutions for Any Deployment
The native Genesys Cloud voice services offer you the simplicity of one-stop shopping. It’s incredibly easy to …
Selecting a SIP trunking service provider may seem like a straight-forward decision to many IT managers. After a brief evaluation, they might conclude the services are commodities with little differentiation, especially given the fact SIP trunking has been available for more than a decade and adoption is widespread in most industrialized countries. But reality is quite different, there are several factors that differentiate them.
The SIP trunking services market is vibrant and dynamic with many providers competing for business with innovative offerings. Two broad provider categories have been established: traditional wireline telecommunications providers and communications platforms as a service. The traditional companies are often referred to as telcos, while the communication platform companies are referred to as CPaaS or cloud companies. These categories are differentiated by their investments in wireline transmission facilities.
Depending upon an organization’s needs, a telecommunications provider may be a better fit than a CPaaS, or vice-versa. …
Today, we’re excited to introduce global Voice Country Guidelines. It’s an online resource that spells out the different rules and best practices for placing Voice calls around the world. It’s available today on our website.
While placing a Voice call to someone in another country seems pretty straightforward, navigating the intricacies of Voice calling in any given country around the globe is actually quite tricky.
For starters, different countries and carriers have different definitions of what acceptable traffic profiles are. For example, the percentage of short duration calls is one key indicator of SPAM or Fraudulent calling for many carriers. Carriers in the United States might consider a short duration call to be one that lasts less than 12 seconds, whilst in China many Carriers consider them short if they last less than 3 minutes!
It's also very important to understand Voice calling feature support in each Country where …
With Twilio’s Programmable Voice platform, you can make, receive and monitor calls around the world using the Voice API that developers rely on. You can add a dependable, high-quality, intuitive calling experience to your applications using just a few lines of code.
However, if you have worked with APIs or other HTTP connections, you probably have struggled at times with intermittent network issues that can cause application errors. Maybe you want to wait longer for a connection, or possibly you want to failover faster? You may want redundancy through a different Edge Location? And who wouldn’t want a way to make their callbacks retry if they fail? Now, Twilio allows you to customize your HTTP callbacks (webhooks) to meet your needs!
We are pleased to announce that we have enhanced the existing Programmable Voice platform for HTTP callbacks (webhooks) allowing you to easily override our default connection settings, giving you …
If you’re running a multi-site Contact Center and you need to transfer a call from one agent to another agent in a different location, you can now send Twilio a SIP REFER message requesting that transfer.
About call transfers
A call transfer is just what it sounds like: It’s when you transfer a customer’s call from one call center agent to another. You might need to initiate a call transfer for several reasons, such as when a customer requesting to speak to the manager. Quick, easy call transfers are a necessary function in today’s business telecom environments.
When an agent presses the “Transfer” button on a SIP-enabled IP phone, the phone issues a SIP REFER method requesting the call to be transferred to a third party using the contact information provided in the request.
A very common type of call transfers is “blind” transfers. Blind transfers occur when a call …
Today, we’re excited to announce the launch of two new Interconnect Exchanges – Europe (London) and Asia (Singapore) – making private connections to the Twilio platform now available on three continents.
Twilio Interconnect provides resilient, scalable private connections from your infrastructure to Twilio’s data centers. A private connection protects your calls with network-level security with predictable high quality guaranteed.
Not all voice conversations are created equal
Have you ever had a conference call where poor audio quality caused the entire call to go downhill? We have. How about two-factor authentication calls when a digital voice gives you a code to put in your browser -do you ever notice quality problems on those? Probably not.
This is because not all conversations are the same. Different types have different requirements for security, quality, and reliability and we recognize that each workflow requires different connectivity building blocks. That’s why Twilio launched private connections …
Twilio Elastic SIP Trunking is used to connect your IP-based communications infrastructure to the publicly switched telephone network (PSTN), so you can start making and receiving telephone calls to the ‘rest of the world’ via any broadband public internet or private connection. Twilio users often hook Elastic SIP to FreePBX, a web based GUI with an underlying Asterisk based PBX. We took best practices from our users and collected them into a series of video tutorials that give you a step-by-step guide on how you can configure Twilio Elastic SIP with FreePBX.
Twilio Elastic SIP Trunking has several advantages over traditional SIP Trunking whether you are trying to connect to global telephony network or power notifications systems with unpredictable traffic. One of the biggest advantages is the ease of configuration and complete freedom to manage your SIP connectivity as you choose. The video tutorials below show you how to start …
We’re excited to announce that Twilio Interconnect now supports Twilio Client, letting you to use private network connections to Twilio for WebRTC calls. A private connection protects your calls with network-level security, and can guarantee quality end to end. To get started with Interconnect, tell us how you’d like to connect.
Twilio’s Client allows you to embed voice into your mobile or web based enterprise software such as a CRM. From Call Centers to Hosted PBX, your users can communicate from within their browser, using the web interface they’re already familiar with. However, some businesses haven’t been able to adopt client because of policies that limit voice traffic from traversing the Internet. With Twilio Interconnect you get a direct enterprise-grade network link from your premises to Twilio.
Ways To Connect To Twilio
There are a few Network Peering connection options available from our Ashburn, VA and San Jose, CA …
We’re excited to introduce a new way to use the Twilio Voice API – via SIP Registration. Now you can connect your SIP-enabled devices or softphones directly to Twilio and use the Voice API to build nifty call-handling logic. For example, you can get phone numbers in nearly 50 countries for those phones. Then, decide if your phones ring sequentially or simultaneously. You can control call routing from your code, based on day of the week, time of day, or Caller ID.
SIP Registration is available now and it’s free to register multiple devices per user. That’s enough to make even the most device-crazy person happy. The same Programmable Voice pricing for making and receiving calls will apply. To get started, check out the setup instructions below.
But first, here are some early examples of how others are using SIP Registration.
How Contact Centers Use Twilio’s SIP Registration