InPhonex Selected by Nuance Communications to Stress-Test Custom Speech Applications

Using InPhonex Platform, Nuance Underscores Commitment to Delivering Positive Customer Experiences in the Contact Center

MIAMI – InPhonex, which provides a comprehensive array of telephony services, today announced an agreement to supply Nuance Communications, a leading provider of speech solutions, with a robust, high-capacity platform to stress-test its custom speech-enabled contact center applications.

The InPhonex platform generates the sustained volume of incoming calls needed to prove the resilience and capacity of Nuance’s applications, which automate functions otherwise performed by human agents. Playing prerecorded clips of callers’ utterances during the calls, InPhonex enables Nuance to test its customers’ contact center solutions before putting them into production – to deliver the best customer experiences.

Nuance is using InPhonex’s platform to make thousands of simultaneous calls to applications that Nuance has designed and deployed for Fortune 500 clients in retail, banking, travel and other industries. These applications, tested on Nuance customers’ servers, automate common telephone transactions, such as prescription refill requests, bill payments and airline-ticket purchases.

“Given the caliber of our clients and the volume of calls handled on a daily basis, it is important that we ensure our speech-enabled contact center applications stand up under very heavy customer usage before we put them into production,” said Ken Arakelian, IT Solutions Architect, Nuance Communications. “With its channel capacity, InPhonex enables us to test, without having to purchase dedicated PSTN connectivity for our own test bed. And thanks to InPhonex’s willingness to learn and adapt to our particular needs, we are able to control our test methods and our budget.”

As Nuance performs its testing, it draws from banks of prepaid calling minutes set up for each of its custom clients, keeping a tight rein on costs.

“Once we understood Nuance’s very specialized business requirements, we built them something our more typical, private-label service provider customer probably never would have dreamed of,” said Matt Bramson, Chief Marketing Officer of InPhonex. “Interestingly, Nuance’s success with us makes a great proof case for the qualities most providers look for in suppliers: capacity, reliability and flexibility.”

About InPhonex
InPhonex is a global meta-carrier providing a comprehensive range of high-quality, feature-rich telephony services in more than 150 countries. Leveraging its flexible, high-capacity telephony platform, Miami-based InPhonex serves communications service providers, businesses of all sizes, value-added resellers (VARs) and consumers, under its own and other brands.

Offerings include multiple applications, services and utilities, such as VolP, hosted PBX, SIP trunking, product creation and provisioning. Easy to implement, InPhonex solutions help businesses round out their portfolios to attract more customers, manage more efficiently and generate more revenue per customer. For more information, please visit www.inphonex.com.

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So What Haven’t You Heard Before?

Yesterday I had the opportunity to be interviewed by Gary Kim, serial technology entrepreneur, journalist, and Mensa member (according to the backgrounder on him I was sent). Gary is the Editor-in-Chief of both Fat Pipe and IP Business magazines. Today I was a panelist in a session moderated by Gary. I enjoyed both the one-on-one discussion and the group discussion. One theme the two discussions had in common was “the death of the demarc.”

For a generation the demarc was the division between the service provider’s stuff/responsibility and the customer’s stuff/responsibility. IP telephony has started to change that and SaaS practically obliterates it. Whether you consider the death of the demarc to be good or bad probably depends on who you are and how satisfied you are with the status quo. It will be interesting, though largely predictable, to see who embraces the death of the demarc and who resists it.

The topic of the panel today was “The Business Case for VoIP – Going Beyond ROI/TCO” and I think going beyond the demarc to understand the needs and ambitions within the homes and businesses of your customers is one of the keys. This is what the launch of our new joint product with Ringio is all about. The Ringio On InPhonex (ROI) application is all about radically improving the way a business connects with its customers, collaborates internally, and assures its competitive edge. The dialog necessary for a business to appreciate the true value of ROI will be focused on topics like: Why do customers call you? What do your employees need to know about the customer as they answer the call? How important is it for you to be reachable and responsive to your customers? What business tools and information do your employees need when they are outside the office? How do you measure your communication effectiveness?

The questions that will not dominate a successful discussion include: How many phone lines do you have today? How much do you pay your current provider? How many minutes of calling do you do? These are the old, service-provider-side-of-the-demarc-questions – certainly not irrelevant but no longer the entirety or even the core of the discussion. It will not be easy for many service providers or their salespeople to make the adjustment. Many customers may also be slow to appreciate the importance of shifting their buying process away from simple price comparisons to more detailed reviews of capabilities and interfaces.

Walking out of the session I had a chance to talk with Gary one-on-one. I asked him, “So all day every day you talk to people like me about our companies and our products. Do you get tired of it? Does it all start to sound the same?” He had an interesting reply: “There is one question I never get asked that I wish I would. And it is, ‘How much of what I’m telling you is really unique?’” So, bravely, I did. “Gary, so what that I’ve said to you in our conversations yesterday and today haven’t you heard before?”

His reply was direct: “Everything you’ve said about the power and flexibility of your platform I hear from several different people every day – whether it’s more or less true in your case is hard for me to evaluate. But what is different and exciting is your vision. You and InPhonex really seem to have your strategy figured out. Your clarity of vision is a powerful differentiator.”

It made me think back to the presentation by Simon Sinek at the SAP Executive Partner Summit in Cancun. I wrote about it in August. I think InPhonex has our Why figured out while nearly every other company Gary talks to is fixated on What and maybe How.

Discussions with people like Gary are really helpful – if a bit intimidating. What it reminds me most of is the months I spent writing my Philosophy thesis in college. I’d spend weeks reading and thinking and writing and then I would go into a meeting with my thesis advisor, a professor and, in my case, the Chairman of the department. This was the moment that the previous weeks of thinking and writing were tested. Was I making any sense? Was there anything original to my thinking? How close was I to proving my argument?

So, at least according to “Professor Gary Kim”, we’re on the right course. In college that kind of feedback would have sent me in search of too much beer. Today it will send me into the office tomorrow with even more enthusiasm.

Press Release - InPhonex, Ringio Join Forces to Deliver Intelligent, Virtual PBX Functionality to SMB Market

October 5, 2010

InPhonex, Ringio Join Forces to Deliver Intelligent, Virtual PBX Functionality to SMB Market
Ringio On InPhonex (ROI) Reseller Offering Provides Advanced Telephony Features at Reduced Cost

MIAMI and HERNDON, Va., Oct. 5 /PRNewswire/ -- A new partnership between InPhonex and Ringio is giving small and medium-size businesses (SMBs) access to PBX features and functionality previously only available for large enterprises. Both companies will introduce the new service at ITEXPO, which runs Oct. 4-6 at the Los Angeles Convention Center.

Ringio On InPhonex (ROI) incorporates features from Ringio, a cloud-based Rich Calling Service, and InPhonex, a telephony platform service provider, to create a unique offering for SMBs, including:

• Server-free advanced call center functions designed for SMB users, including personalized greetings; the ability to intelligently route and forward calls based on the caller's history; a learning knowledge base about callers and other advanced collaboration features, such as presence, notes and contact sharing.
• A fully featured mobile application.
• Intelligent screen-pop capability, which presents CRM data in the context of calls.
• The ability to use existing soft phones and VoIP phones with Ringio.
• Local number portability (LNP) in 15 countries.
• Integrating all PBX and telephony services from one provider, eliminating the need for multiple vendors and lowering costs.
• Designing customized managed calling plans, including bulk calling, worldwide calling and personalized calling plans.
• A global telecommunications footprint that includes 75 countries.

"Unlike most hosted PBX providers, which take existing on-premise PBX platforms and move them to the cloud, Ringio was developed from the beginning as an intelligent, cloud-based PBX to address the unique needs of SMBs," said Ringio Co-Founder and Chairman Michael Zirngibl. "Ringio On InPhonex builds upon that goal by giving SMB customers a single provider for their telephony, call center and PBX needs."

InPhonex is recruiting and selling ROI through channel partners, which can white-label the service and resell it to SMBs, while Ringio is selling the service directly to SMB customers.

"ROI is an attractive addition to the offerings we provide our thousands of value-added reseller partners," said InPhonex Chief Marketing Officer Matt Bramson. "Not only does ROI enrich resellers' opportunity to target SMBs – the largest segment of the enterprise market – but it also gives them a set of features unlike any other in the market."

Ringio On InPhonex has an average cost per user of about $40 per month for unlimited calling and an end-to-end solution.

Now in beta release, Ringio On InPhonex is expected to become generally available by the end of 2010. For more about becoming a channel partner for Ringio On InPhonex, visit www.inphonex.com/ROI.

About InPhonex

InPhonex is a global meta-carrier providing a comprehensive range of high-quality, feature-rich telephony services in more than 150 countries. Leveraging its flexible, high-capacity telephony platform, Miami-based InPhonex serves communications service providers, businesses of all sizes, value-added resellers (VARs) and consumers, under its own and other brands.

Offerings include multiple applications, services and utilities, such as VolP, hosted PBX, SIP trunking, product creation and provisioning. Easy to implement, InPhonex solutions help businesses round out their portfolios to attract more customers, manage more efficiently and generate more revenue per customer. For more information, please visit www.inphonex.com.

About Ringio

Located in Herndon, Va., Ringio is the first cloud-based Rich Calling Service to intelligently route calls to any phone in the world along with relevant information about the caller – making conversations more meaningful and productive. Integrating intelligent call routing and CRM data, Ringio provides capabilities previously available only through call centers and proprietary customizations – bringing Rich Calling Services down market to small and medium-size businesses for the first time. By enhancing conversations with context about the caller, Ringio enables companies to significantly improve their interaction and service with the people that matter to their business. For more information, please visit www.ringio.com.

Thoughts from IT Expo West

Today was a busy one at IT EXPO. I had the opportunity to address a group of potential resellers and participated on two panels. In addition I was interviewed for a podcast (http://www.telecomreseller.com/category/podcasts/).

As I reflect on the day, three thoughts stand out:

1. I am excited about the relationship with Ringio we announced today (press release). We are calling the joint offering ROI: Ringio On InPhonex. The opportunity to offer a uniquely powerful hosted business application – one that combines a PBX, IVR, and CRM – to distributors as a white-label product is receiving an enthusiastic response.
2. There is tremendous energy in the next-generation telecom space right now. The IT EXPO show is well-attended; all the sessions I was in were full; and the exhibit floor was busy this evening.
3. Cloud-based telephony services represent an opportunity that is without precedent in the recent history of telecom: widespread profitability. Never before has it been possible to launch a telecommunications service offering and deploy it to tens of thousands of customers without spending millions of dollars on infrastructure. In the past the huge upfront debt crushed most start-up service providers. Many that survived had to go through bankruptcy restructuring in order to do so.

The downside of lower barriers to entry is a crowded marketplace (hence a busy trade show). The key to success – as it nearly always is – remains execution. The companies that can market and sell their service and retain their customers will have the opportunity for rapid, profitable growth.

It seems to me that execution is about creativity and hard work (also known as “inspiration and perspiration”). The creativity I am focused on right now is thinking about the all the companies that have the right resources and relationships to sell ROI but aren’t currently selling telecom services at all. More to come on this thought . . .