News and blogs

Metaswitch Cloud Contact Center Empowers Service Provider Brand and Business Intelligence

Metaswitch | Mar 23, 2017 8:16:47 AM

Press Releases Cloud Contact Center UC (Unified Communications)

New features bring significant business benefits to service providers and their enterprise customers

LOS ALTOS, Calif. – March 23, 2017 – Cloud native communications software leader Metaswitch today announced several enhancements to its Cloud Contact Center (powered by Telax™) offering, including industry-first, out-of-the-box white label capabilities that enable service providers to construct custom, trusted brand experiences for their customers. Additional enhancements include real-time business intelligence metrics, multi-location management and an enhanced UI for increased ease-of-use.  

“These new enhancements to Cloud Contact Center improve our visibility, broaden our reach, enhance the trust that customers place in us and increase stickiness of our offerings. All of this makes the platform more strategic for us by allowing us to generate new revenues and develop new partnerships, improving our market position,” said Ryan Yakos, vice-president of business development for Metaswitch customer AccessOne. “Metaswitch Cloud Contact Center is also a strong complement to our Metaswitch Hosted UC and SIP Trunking business services.”

Metaswitch Cloud Contact Center enables providers to offer the highest voice quality and reliability to its business customers’ help desk, customer service, sales and billing departments while keeping their own capital expenses and support costs low. It provides advanced capabilities such as intelligent skill-based routing, multi-channel support and workforce management, giving customers the tools they need to run and manage their contact centers effectively to improve customer interactions.

New features include:

  • White-label branding capabilities -- Metaswitch’s provider-focused solution enables service provider branding right out-of-the-box, with no additional fees or special training required.
  • Real-time Business Intelligence – Provides interactive and intuitive visualization of real-time data.
  • Multi-Location Agent – Compiles call statistics on a queue-by-queue basis and across multiple locations. Perfect for the demanding needs of verticals such as retail, healthcare and banking, it also enables central administration of location-specific scheduling, routing, and dashboards.
  • Enhanced UI - User interface enhancements provides clearer visibility into user activity and resource utilization.

“Metaswitch understands the value of the brands that our service provider customers have worked so hard to build, said Chris Carabello, senior director of product marketing for Metaswitch. By providing them with a solution custom-built for service providers with comprehensive brand insertion capabilities, and best-in-class business intelligence, they have greater opportunity to differentiate themselves in the multi-billion dollar cloud contact center market.”


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Metaswitch Accession Continues Its Ascent, Further Enhancing UC&C Scalability, Cost Efficiency and User Experience

Metaswitch | Mar 23, 2017 5:00:00 AM

Press Releases UC (Unified Communications) scalability

Webinar hosting, new room size options and COTS audio/video deployment widen the market
for leading Unified Communications and Collaboration (UC&C) platform

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Metaswitch Powers the Internet of Talk

Steve Gleave | Mar 21, 2017 7:21:07 AM

VoIP (Voice over Internet Protocol) VoLTE mobile applications Mobile Infrastructure IoTalk

If you’ve been following our series here, you’ll know what we mean by the “Internet of Talk.” With so much energy dedicated to technology for connecting billions of devices in the Internet of Things (IoT), it’s important not to forget that people want to connect and talk to each other too. Even though messaging dominates how we communicate and traditional voice and SMS usage is shrinking, the richness of human interaction goes beyond emojis, acronyms and shortened, phonetic spellings.  AIBU? ;-) We want to use our voices and we need mobile networks that not only guarantee a decent experience but also make it even better. The Internet of Talk is about the infrastructure and services that enhance communication between people, not just things, and Metaswitch is at the heart of it.

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Enriching the Internet of Talk - Part I: The RCS Universal Profile

Simon Dredge | Mar 16, 2017 7:53:11 AM

VoLTE RCS (Rich Communications Suite) mobile applications Mobile Infrastructure Voice over Wi-Fi (VoWiFi) IoTalk


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The Mobile Data Network Finds Its Voice

Steve Gleave | Mar 14, 2017 6:04:18 AM

mobile applications Mobile Infrastructure 5G IoTalk

Before we all rush to meet a 5G future of network slicing, massive machine communications and autonomous vehicles, let’s take a moment to appreciate what we have with 4G. After all, Long Term Evolution (LTE) is one of the wireless industry’s greatest success stories. Designed for mobile data communications, the packet-switched, all-IP technology has allowed us to share and access information on the move like never before, contributing to the 8.5 exabytes of mobile data traffic that’s generated around the world every month. As of late 2016, LTE connected almost one in four mobile subscribers globally and outpaced 3G subscriber growth, making it the fastest growing mobile technology, according to the Global mobile Suppliers Association (GSA) . The only blemish in this rosy LTE picture is voice services. As we all know, delivering Voice over LTE (VoLTE) services proved to be more difficult than anyone anticipated. But now, recent market momentum shows that operators are ready to supercharge VoLTE.

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What's your 20?

Metaswitch | Mar 9, 2017 12:00:00 PM

NFV (Network Functions Virtualization) Mobile World Congress cloud native 5G

By 2020, a new era of dynamic and responsive mobile networks will emerge, and Metaswitch is leading the drive. At Mobile World Congress 2017, Martin Lund, CEO of Metaswitch, talked to Light Reading about NFV done wrong, NFV done right and the path to 5G.

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The Enhanced Voice Services Codec - Improving audio for the Internet of Talk

Simon Dredge | Mar 8, 2017 6:46:49 AM

mobile applications Mobile Infrastructure IoTalk

OK, I’ll be the first to admit it -- I have a somewhat unhealthy fascination with codecs. While I’ve always been one for a thrilling tale of analog to digital quantization, my head pretty much exploded when I first read about the mechanics behind G.729, aka CELP: Code-excited linear prediction. I mean, seriously, how cool is that name? Even now, when I read it, my mind is awash with the prospect of enthusiastic bits of data foretelling their future (albeit conservative) path. I was always so happy for them. And, of course, that wasn’t the end of CELPs story. These bits quickly became math whizzes (Algebraic/ACELP), which then became quicker (Low Delay/LD-CELP) but then formed some sort of strange growth (conjugate-structure/CS-ACELP), which I admit was a little sad. What I learned about CELP, circa 1995, was from technical “books” -- typically heavy objects costing in the region of one million dollars, in today’s money.1

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IoT - The Internet of Talk

Simon Dredge | Mar 3, 2017 12:01:00 AM

mobile applications Mobile Infrastructure IoTalk

Twelve gazillion connected devices. I think that’s the last official count for the number of “Internet of Things” endpoints mobile network operators are expected to handle, in the coming years. While a few of those will include some complex machine-to-person or even person-to-person interaction, the majority will be to and from dumb sensors over low-power wireless with a constrained P2P protocols. Now I might be going out on a limb here, but I think that we are paying far too much attention to these “Things.” OK – together, they might enable clever computing platforms or even AI to reach some smart conclusions or predictions, but, individually, let’s not forget that they are still just small inanimate objects of little intelligence. It’s easy to ignore people in favor of the docile data processing devices that populate our homes, cars and bodies. Indeed, I’d go as far as saying it’s fashionable. Some might say we brought it all on ourselves, with our increasingly prevalent propensity to communicate in perfunctory ways, but there’s a revolution brewing.

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5G Network Slicing - Separating the Internet of Things from the Internet of Talk

Simon Dredge | Mar 1, 2017 6:15:00 AM

mobile applications Mobile Infrastructure IoTalk

You know when you hear something relatively obscure for the first time and then come across it again soon after. And again soon after that. I had one of those moments about a year ago when I was first introduced to the concept of 5G network slicing. Now, I know what you’re thinking: “Come on, Dredgie. It was new and someone was pushing it in the media, which you finally noticed after waking up from one of your numerous, protracted, marketing fogs.” Well, not really -- but I did use that exact excuse for missing my wedding anniversary, so I won’t discount the possibility outright. No. I think it was the Baader-Meinhof1 phenomenon in action.

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Metaswitch is off to Barcelona next week for Mobile World Congress 2017

Andrea Lemos | Feb 23, 2017 12:00:00 AM

Events Mobile World Congress cloud native 5G

What’s your 20? On the road to 5G, where are you? Those are the questions Metaswitch will be asking at Mobile World Congress this year, Feb. 27 to March 2, 2017 at Fira Gran Via in Barcelona. Joining more than 100,000 attendees at the top mobile event of the year, Metaswitch will be leading the drive in mobile networks and inviting you meet with us to learn how. 

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