For the fourth time in 12 months, Genius Networks has won a major industry award. Last night it was the turn of the Global Telecoms Business (GTB) Awards at the Sheraton Park Lane Hotel, London, where it was announced that Genius Networks were winners in the category for ‘Wholesale Service Innovation’.
The awards ceremony is the focal point of the annual GTB Innovation Summit and Conference running over the 25th and 26th May at which Genius was also participating on the speakers’ platform, represented by Genius CTO David Blackburn. The award recognizes Genius for the innovative approach to implementing SIP connectivity for client InContact, the USA-based provider of cloud-based contact centre software.
InContact has built a market-leading presence by offering exceptional service levels of 99.99% for its 155,000+ users in over 100 countries. Effective reporting and management are central to achieving this. When InContact required detailed reporting from a diverse global customer base, they found that aggregation of the call data, arriving from a vast number of global sources, incurred prohibitive costs associated with the complex integration required and the access of data from multiple, in-country SIP (session initiated protocol) trunks.
By deploying bespoke configuration and innovative features of a virtual session border controller, Genius aggregated SIP connections and call data from countries around the world onto a single SIP trunk and single IP address, simplifying integration with the contact centre and reducing infrastructure cost. In addition, CRISP, the proprietary routing platform developed by Genius, was used to provide agile management of network requirements to meet changing market conditions – an important advantage for contact centre managers.
Commenting on the award, Genius Networks CEO, James Arnold-Roberts said: “This award acknowledges the innovative capabilities of our Intelligent SIP solution and the skill of our technicians in its implementation. The rapid growth of Genius over recent years is attributable to our specialization in global delivery of voice communications and our experience in SIP has played an important role in our success. Our client InContact sets exceptionally high service level targets for their cloud contact centre services and it is rewarding for us to play a role in helping to achieve their goals.”
The GTB Innovation Awards form part of the Global Telecoms Business Summits which provide insightful conference sessions and forums for an audience comprising a higher concentration of C-level representatives than any other telecoms events, enabling delegates to meet and network with some of the most senior executives in the industry.