Solutions Provide Cost-Effective Foundation for Outsourced Customer Contact Center’s Immediate and Longer-Term Network, Service and Business Model Expansion and Evolution
Gaithersburg, MD (PRWEB) March 20, 2008 -- NextPoint™, a leader in fixed-mobile connectivity (FMC) solutions, today announced that its Session Border Controller (SBC) and Real-Time Session Manager (RSM) products have been deployed into operation at Ryla, an award-winning provider of outsourced customer contact solutions for Fortune 500 companies, government agencies and nonprofit organizations. As a result, Ryla’s rising call volume and related security concerns have been addressed, and Ryla is reaping the benefits of new capabilities such as real-time notification of network and service performance.
Based in the Atlanta metro area, Ryla offers multimedia inbound and outbound customer contact, service and support, business process outsourcing, data and application services, and crisis response communications through its state-of-the-art facilities. With capacity for more than 1,500 domestically-based customer service representatives, Ryla associates deliver “Excellent Interactions Every Timesm” via ongoing and on-demand client engagements. Ryla’s rapid growth since its founding in 2001, coupled with its forward-thinking adoption of voice over IP (VoIP) technology, led to a significant increase in the volume of IP traffic, raising the stakes for incoming call quality and security.
“NextPoint immediately recognized the challenges we were facing and the potential impact to our operations and our clients,” said Mark Wilson, Ryla’s president and CEO. “Within two weeks of purchase, the NextPoint SBC and RSM were installed, working in our environment and delivering results. NextPoint clearly understands our business, and is helping us drive greater productivity and important operating efficiencies that pave the way for future endeavors.”
NextPoint’s SBC ensures that all inbound calls to Ryla’s contact centers are secure, regardless of short-term spikes or steady increases in IP traffic. It also provides the device and protocol interoperability Ryla will require to seamlessly migrate toward a next-generation, all-IP infrastructure that will deliver richer, IP-converged applications. With such an all-IP infrastructure, Ryla will be well-positioned for new growth initiatives, including the integration of acquired contact centers or the adoption of solutions for remote-based customer service representatives.
With the NextPoint RSM, Ryla is receiving unprecedented visibility into network and service performance through real-time alarms and always-available statistics and reports. Armed with this intelligence, the company can proactively share data on call volume, call duration and more with each of its clients. Most importantly, Ryla can guarantee it is meeting its quality of service commitments to its clients, and can conclusively demonstrate that it is doing so.
“Our commitment to IP technology positions us to incorporate remote-based customer service agents into our business model. The use of remote agents will allow us to leverage a tremendously untapped resource and aggressively pursue additional growth – but we have to be confident our network won’t be compromised with respect to security and scalability. That’s where NextPoint is important as our Partner. Their IntelliConnect® system, which now includes the Unified Communications Exchange™ (UCX), provides the IP-centralized routing capabilities crucial to remote communications, empowering us to explore solutions that will keep us at the forefront of our industry,” Ryla’s Wilson added.
About Ryla, Inc.
Ryla is a leading provider of global outsourced customer contact solutions for the enterprise, government agencies and nonprofits and Global 1000 clients deploying Voice over Internet Protocol-based client solutions. Domestically focused, Ryla provides both ongoing and on-demand customer contact solutions for its industry leading clients in financial services, technology, telecommunications, information management and other industries. Headquartered in Kennesaw, Georgia, Ryla is a Minority Business Enterprise (MBE) and is ranked one of the fastest growing private companies in the nation by Inc. magazine. To learn more about Ryla, please call 1-888-YES-RYLA, or visit our website at www.ryla.com.
About NextPoint
NextPoint Networks (www.nextpointnetworks.com) delivers global, fixed-mobile convergence (FMC) border platforms and secure interconnectivity solutions that enable mobile and fixed-line operators to interoperate. NextPoint's technology platform, products and solution suites address the evolving needs of mobile and fixed-line operators for increasing security and intelligence at the network edge by delivering secure voice, data and multimedia over a scalable platform. Over 550 service providers and enterprises worldwide use NextPoint’s IntelliConnect system across multiple, diverse network technologies and operating systems to manage technical complexities, optimize business economics, and remove partnership hurdles.
Visit NextPoint at Spring VON.x 2008 (Booth # 425) and VoiceCon 2008 (Booth # 1105).
Multimedia Support:
Key words/tags: Session border controller, session management, unified communications, secure VoIP interconnects, FMC, contact centers, outsourcing
Contact Information
Alan Gilbert
Calysto Communications
+1 (703) 255-3835 (office)
+1 (703) 624-4675 (mobile)
www.nextpointnetworks.com
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