Can Modern Telecom Solutions Revolutionize Your Business Operations?

December 4, 2024

NAVEX, a leader in providing risk and compliance management solutions, has undertaken a notable transformation in its communication services by partnering with Bandwidth, a prominent service provider recognized for supporting multiple UCaaS/CCaaS platforms, including Webex, Five9, and Zoom. This strategic collaboration responds to Bandwidth’s recent extension of offerings tailored to meet the evolving demands of enterprise customers. The shift from traditional Time-Division Multiplexing (TDM) systems to advanced session initiation protocol (SIP) technology allowed NAVEX to streamline its telecom service providers and resolve persistent challenges associated with legacy telecom systems.

Streamlining Hotline Services with SIP Technology

Remodeling Communication Networks

NAVEX’s hotline services play a critical role in enabling employees and associates of various organizations to report concerns regarding ethical conduct, compliance violations, and workplace grievances. Historically, NAVEX’s reliance on legacy carriers created significant operational hurdles, including extended delays in phone number orders and fulfillment times, occasionally stretching to an exasperating 90 days. The porting of telephone numbers remained equally cumbersome and prone to prolonged inactivity periods with no assurance of successful completion. These inefficiencies posed a substantial hindrance to the timely handling of sensitive whistleblower reports and compliance issues.

The partnership with Bandwidth marked a radical improvement in addressing these critical inefficiencies. Leveraging Bandwidth’s sophisticated toolkit dramatically expedited and clarified NAVEX’s phone number porting processes. Notable advancements included transitioning traffic seamlessly between session border controllers (SBCs) during regular business hours, which previously entailed significant operational disruptions. Initially confined to domestic services, this partnership gradually extended to include international telecommunication lines, further facilitated by Bandwidth’s efforts to integrate international products into its primary portal. This comprehensive approach significantly boosted NAVEX’s ability to deliver consistent global customer service.

Enhanced Operational Efficiency

The modernized interface provided by Bandwidth stands in stark contrast to the antiquated and cumbersome systems employed by previous carriers. NAVEX previously encountered repeated challenges in accessing necessary tools and information from other carrier portals, resulting in inefficiencies and operational bottlenecks. Bandwidth’s user-friendly and reliable portal transformed this experience, offering streamlined access to crucial functionalities and enabling NAVEX to operate more efficiently. This intuitive interface minimized the need for extensive technical support, allowing NAVEX’s IT personnel to redirect their focus toward strategic initiatives.

NAVEX’s venture into Bandwidth’s ecosystem also included exploring the Maestro cloud-based orchestration platform. Maestro offers enhanced traffic management capabilities, empowering NAVEX to segment and control call bursts effectively. This segmentation ensures the contact center’s consistent service quality, even during peak periods, by preventing sudden traffic surges from overwhelming the system. Such advanced traffic management is pivotal for maintaining the integrity of NAVEX’s hotline services, ensuring all reported concerns are addressed promptly and efficiently.

Strengthening Communication and Responsiveness

The Role of Strong Partnerships

The partnership between NAVEX and Bandwidth has grown significantly due to Bandwidth’s proactive approach and transparent communication style, which starkly contrasts with the industry’s typical practices. Unlike traditional telecom providers who often denied the existence of issues despite clear evidence, Bandwidth’s quick response to resolving problems demonstrated its commitment to transparency and efficiency. Regular updates and clear feedback loops further enhanced NAVEX’s trust and reliance on Bandwidth’s services, catering to NAVEX’s mission-critical communication needs.

Bandwidth’s dedicated support played an instrumental role in ensuring the seamless transition from legacy telecom systems to a modernized communication network. This transition not only improved NAVEX’s operational efficiency but also ensured that hotline services remained reliable and accessible to users across various time zones and regions. By minimizing downtime and fostering a proactive response mechanism, NAVEX successfully mitigated risks associated with delayed or missed reports, thereby upholding its commitment to ethical conduct and compliance.

A Case Study in Modern Communication Solutions

NAVEX, a leader in risk and compliance management solutions, has significantly revamped its communication services by forming a partnership with Bandwidth, a prominent service provider known for supporting various UCaaS/CCaaS platforms such as Webex, Five9, and Zoom. This strategic alliance addresses Bandwidth’s recent expansion of offerings designed to meet the evolving needs of enterprise clients. By transitioning from traditional Time-Division Multiplexing (TDM) systems to more modern session initiation protocol (SIP) technology, NAVEX has been able to streamline its telecom service providers, effectively solving longstanding issues linked to outdated telecom systems. This move not only enhances efficiency but also demonstrates NAVEX’s commitment to adopting cutting-edge technology to better serve its customers. The partnership with Bandwidth marks a significant step forward in providing seamless, reliable communication solutions that align with the high demands and expectations of today’s businesses.

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