Star Telecom BYOC SIP Connector
Star Telecom offers a BYOC SIP Connector that provides a SIP connection between Star Telecom's high quality SIP Telecom Services Network and Genesys Cloud CX.
If your contact center is experiencing voice traffic issues such as dropped calls, jitter, latency or outages,
the impact to customer experience and agent productivity can be substantial. Star Telecom’s SIP Telecom Services Network Design is purpose-built for the mission critical needs of contact centers. It ensures end-to-end quality of service from the customer (PSTN) to the agent and provides maximum resiliency through features such as multi-carrier redundancy and dedicated SIP connections into Genesys Cloud CX. Plus our Service Delivery far exceeds traditional carrier offerings.
What the Architecture Looks Like
Genesys Cloud CX contact centers can leverage usage-based or capacity-based pricing for Canada, USA and International Toll Free, Local inbound and outbound services. Crystal clear voice quality, fully managed network, failover routing, SIP Header customization and managed Media Edges are just some of the services we offer as a part of our solution.
No Work on Your End,
We’ll Take It From Here!
Managing and deploying SIP integrations is costly, complex and time consuming. The number of platforms, carriers and types of SIP Endpoints, each with its own unique requirements, make even basic SIP interconnection a challenge. It is even more difficult to get the full value out of SIP by leveraging User-to-User headers to pass CTI information between systems (telematics, account information, geolocation, user data, etc.)
BYOC SIP Connector, by Star Telecom, is a managed integration solution for Genesys Cloud CX.
Highlights Include:
Network Design
Encrypted TLS/SRTP traffic into Genesys Cloud CX
AWS Direct Connect links for SIP services to GC (security, quality, reliability, redundancy)
100% SIP Logging for 90+ Days
QoS tagging for each call (MoS, Latency, Jitter, Packet Loss)
Ability to record calls at network level
Monitoring and Alerting of network KPIs (Latency, Jitter, Packet Loss)
Multi-carrier Toll Free Failover
Multi-carrier Local Number services
DRP Routing around Genesys Cloud CX
Capacity Groups / Limiting
SIP Header Manipulation (for CTI)
STIR-SHAKEN Provider Registered with Secure Token Governance Authority
USA VoIP911 BYOC Compliance for Ray Baum’s act
Service Delivery
100% Service Level Target
24x7x365 support via email, voice and ticket
10-minute response time
Tier 1 Support staffed by SIP Engineers
Direct access to telecom expertise (SIP, CNAM, Toll Free, STIR/SHAKEN, SMS)
Processes to manage telecom activities and mitigate risks (porting, testing)
Collaborative and transparent troubleshooting with client and 3rd party vendors; “above and beyond” typical carrier support
Access to beta features on Genesys (Global Media Fabric, Media Streaming API, others)
Proactive notifications on Call Failures, Fraud Alerts
Star Telecom “owns” carrier troubleshooting
1 business day or faster turnaround for new TFN/DID orders
1 business day RCA target
Explore Some of the Use Cases
SIP Traffic Delivery from on premise SIP Trunk to Genesys Cloud
Use Case Summary: A BPO migrating their operations to Genesys Cloud, faced a challenge with routing their client voice traffic, delivered via private SIP Trunks to their physical contact center sites.
Star Telecom deployed managed Star Telecom SBCs and bridged the connection from the on-prem private SIP Trunk to Genesys Cloud, eliminating the need to route the traffic via the PSTN.
Business Benefits:Significant cost reduction by not having to leverage the PSTN for call routing. Reduced disruption for the client and the BPO by enabling the BPO to leverage existing SIP Trunk.
Disaster Recovery Routing
Use Case Summary: A large utility required the ability to redirect carrier services from their on-premise Genesys PureConnect platform to a Genesys Cloud instance in case of a disaster.
Star Telecom, through its real-time failover and manual configuration option enabled the utility to meet the requirement.
Business Benefits:Instantaneous call failover routing in case of a disaster, reducing the duration of downtime and the need for manual intervention and reconfiguration.
Platform Interconnect
Use Case Summary: A client using legacy Avaya platform needed to be able to route calls between IVR applications, call flows and users on the Avaya and call flows, queues and users on Genesys Cloud. They wanted to be able to do so using extension-to-extension routing and without using the PSTN. They also wanted to be able to utilize SIP Headers to pass CTI information between the two platforms.
Business Benefits:Tighter integration of platforms, lower cost and ability to pass CTI data, creating a more seamless integration between platforms.
