Voice 2.0 Innovators: Pat Kelly of OnStateNothing But ‘Net — OnState and Bandwidth.com Offer True Virtual Call Center

OnState is a cloud-based business communications service that delivers business presence™, virtual call center and virtual PBX capabilities. It optimizes real-time customer communications and improves worker productivity by injecting intelligence into the network that connects customers to the right employee at the right time. OnState is able to achieve high scale at low cost by implementing a true SaaS architecture that separates call control and transport functionality. Conventional hosted PBX and call center solutions rely on traditional telephone switches that both control and transport voice traffic. Each and every call in the conventional model passes through the operator’s switching infrastructure, forcing operators to add expensive switching equipment in order to increase capacity or deliver high availability. They pass their costs along to you, the customer, in the form of higher rates.

OnState is not a hosted phone system, but rather a full cloud-based solution that initiates and controls sessions (voice, video, text chat). Unlike traditional hosted solutions, OnState is not actively involved in the media path. By employing a signaling-only architecture, we achieve higher scale at lower cost than typical hosted solutions. Further, because of our unique capabilities for network control, we are the solution of choice to add value to existing systems. We focus on delivering business value through improved customer service, increased efficiency, and greater customer satisfaction - letting you leverage the Bandwidth.com FlexNetwork for affordable, robust IP with end-to-end QoS. All of this is accomplished in a complete pay-as-you-go model without any CAPEX investment or contracts.

True SaaS Call Center & PBX
OnState offers a true SaaS call center and PBX. By true SaaS, we mean that everything operates in the network without any hardware. OnState facilitates the transition to a virtualized workforce by turning the network into a virtual call center. Because no premise or hosted equipment is required, no switches are needed, and any device (including existing IP or PSTN telephony equipment, Skype, Google, SIP phones, and mobile phones) can be used to take calls and chats, workers can set up and be productive handling customer and sales requests from virtually anywhere.

There are many benefits to this, including a more green workforce, more flexible hours and greater round-the-clock coverage potential - and the ability to pool workers into virtual groups regardless of their location while managing them on one platform. But perhaps the greatest benefit is that of inherent business communications continuity. By allowing employees access to our solution from anywhere using any device, OnState preserves normal business operations during weather emergencies, pandemics, natural disasters, and security events. And OnState includes full reporting and analytics, so regardless of where employees are working from, you can tell for certain how they’ve interacting with your customers.

IP voice quality is ready for business
When IP telephony was first introduced, networks, devices, and protocols were not up to snuff. Today, however, it’s different. Just like the Internet today is light years ahead of the speed and content of service like AOL in 1995, everything in the IP voice technology realm has changed quickly - and for the better. Standard protocols like SIP now exist. Networks like Bandwidth.com’s FlexNetwork offer incredible reach and quality of service, and you can now choose from more devices than ever. Couple this with what’s happening in the SaaS arena with device independence, redundancy, and everywhere/anywhere connections without scale limits, and you have extremely resilient, high-quality communications that both compliment and replace existing infrastructures.

Bandwidth’s FlexNetwork provides end-to-end, all-IP reliability
Bandwidth.com’s FlexNetwork allows us to layer our solution onto the network and offer true network-based call center and PBX solutions. It then extends the offering nationwide and removes any concerns about quality of service both in terms of the voice and network quality. The FlexNetwork provides OnState and our clients with a true end-to-end, reliable, all IP managed network that is a one-stop shop for all networking needs.

Thanks to reliable network partners like Bandwidth.com, OnState is able to offer true virtual call center and virtual PBX solutions that are completely network based and hardware free.

This post was written by OnState for Bandwidth.com's blog. The original post can be viewed here.