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. …
In these unprecedented times of social distancing and a virus pandemic, we are seeing a huge increase in the number of voice calls being made. Our Super Network team is working around the clock to ensure that calls make it through. However, in some areas, we are seeing that lines from carriers are so congested that the calls are never reaching Twilio. Here in this tutorial, we will outline some options to bypass the congestion on the PSTN by using Twilio Client.
Twilio Client is a WebRTC based voice client that works in browsers and mobile devices using a data connection. Once a client call is connected to Twilio it can be routed directly to your existing infrastructure via SIP or uncongested PSTN paths allowing calls to continue to flow.
Currently, your customers and staff may be struggling to connect to your contact centers or business-critical services …
Make your contact center cloud-ready without any compromises to security. Yes, you heard it right– no compromise to security. The combination of cloud, SIP, and programmability provides endless possibilities that allow you to customize and modernize your enterprise communication infrastructure.
Today we are announcing two new features to Twilio's Programmable Voice SIP Interfaces: Secure media using SRTP (Secure Real Time Protocol) and Emergency Calling capability for your SIP Endpoints.
During these unprecedented times when working from home has become the norm, powering your businesses and enterprises presents more challenges. These features come in handy and allow your agents to use SIP phones to make emergency calls. Not only that, SRTP secures your communications.
Programmable Voice SIP Interface consistently focuses on making it easy to add programmability to your voice infrastructure. Also, Twilio is committed to improving the safety and security of communication solutions.
Emergency calling for your SIP Endpoints
To implement this project we will use a number of products described below.
Twilio Elastic SIP Trunk
A SIP Trunk is a critical component that connects your VoIP phone system to the Public Switched Telephone Network (PSTN). Twilio’s SIP Trunking solution provides an affordable, flexible, and robust solution that can power enterprise businesses or a single home phone line.
More information about SIP Trunks can be found here.
Don’t have a Twilio account yet? Open your free account now. Use this link to sign up and you’ll receive a $10 credit when you upgrade to a paid account.
Twilio Phone Number
To make or receive phone calls, we’ll …
If your PBX solution does not natively allow for remote working and you need to act fast, this solution is for you. This tutorial shows you how to create a solution with Twilio Programmable Voice and softphone software that enables employees to work from their homes.
Configure the Programmable Voice SIP Endpoint
You can forward incoming calls to Twilio numbers registered to SIP endpoints, and use a free softphone as an endpoint while working from home, as shown below:
To get started with the project you will need the following:
- A Twilio account. Sign up for a free trial account and get a $10 credit.
- A call-enabled Twilio Phone Number.
- SIP endpoint (IP Phones (e.g. Obihai) or Softphones (e.g. Zoiper or X-Lite)).
Create the application
Go to twilio.com and sign up for a free account or log in to your existing account.
If you don't currently own a Twilio …
I often find myself in conversations with customers who are unsure about where to start with Twilio and their PABX. They have a great idea to improve customer experience, but they usually have an existing PABX that doesn't allow them to innovate at the speed they need to differentiate.
Most start to plan how they can retire their existing estate. Quickly, they realize that it is going to be an uphill battle. Many then resign themselves to the "that's just how it is" mentality, log a feature request with their existing vendor, and then hope that enough other customers want the same feature that the vendor builds it.
But what if there was another way? With Twilio Programmable Voice, you can keep your existing PABX and introduce cutting edge features and technology into a roadmap that you own.
The Problem: Lack of Real-Time Transcription
I faced this situation with …
Private connections guarantee quality, security, and network performance. For businesses looking for these factors, Twilio’s Interconnect is the answer. Interconnect was built for the customers who need quality of service and secure network performance. Twilio is committed to expanding our global coverage of private network connectivity locations, providing our customers with better call quality options around the world.
A few months ago we launched a new Interconnect Exchange in Europe. We are taking that momentum and expanding into other regions like the Asia Pacific.
Now, we are excited to announce the expansion of Interconnect exchange in APAC with the addition of a new location in Sydney, Australia, AU1. The new exchange provides customers with connectivity via cross-connect, VPN, Bring-Your-Own-MPLS, and the Equinix Cloud Exchange with initial product support for Elastic SIP Trunking, SIP Interface, and Voice WebRTC.
Twilio Interconnect Benefits
If voice quality is mission-critical to your business, Interconnect …
Today we are thrilled to announce that SIP Refer from Twilio is now generally available for call centers looking to transfer calls from Twilio to their SIP infrastructure. This enables call centers to save money on their calls by removing Twilio from the call path. When used in conjunction with SIP UUI Headers, a feature released this summer, context from Twilio can be passed along with the SIP Refer.
Call Centers can use SIP Refer and SIP UUI Headers to transfer calls from Twilio to their internal SIP infrastructure, while maintaining call context, in order to transfer the call back to their IP infrastructure and handle sensitive information internally.
Transfer the call back to your IP infrastructure
When a customer calls into a contact center through Twilio to speak with Agent 1, Agent 1 can now transfer the call and pass relevant information to Agent 2 through their internal SIP …
In my last blog post, Registering a SIP Phone Directly to Twilio (and so much more...), we set up a Twilio Programmable Voice SIP Domain and registered our SIP softphones directly to Twilio. This let us place and receive calls to the Public Switched Telephone Network (PSTN) but more importantly, set up the foundation for building creative applications which intelligently route calls using dynamically returned Twilio Markup Language (TwiML).
In this post we’ll provide a step-by-step approach to connect your SIP element – IP-PBX, SIP-PRI IAD, SBC, etc. – to Twilio’s Elastic SIP Trunking product. By the end of this post, you’ll have your existing communications infrastructure connected through Twilio and ready to layer on a number of Twilio’s other features.
At its most basic level, Twilio Elastic SIP trunking provides dynamic trunking capacity to place and receive pay-as-you-go phone calls through Twilio. Twilio’s network …