52 2024 VISIONARY SPOTLIGHT AWARDS | CHANNELVISION Transaction Network Services To help channel partners address the persistent threat of spoofed calls, TNS launched its breakthrough enterprise product suite. This suite includes enterprise authentication, spoof protection and enterprise branded calling. TNS Enterprise Authentication and Spoof Protection improves the customer experience by allowing only authenticated calls to reach the end user, while Enterprise Branded Calling displays rich caller information such as brand logo and name on incoming call screens. In December 2023, TNS delivered more than 70 million branded calls for enterprise customers, marking a nearly six-fold increase, year-over-year. Unified Office Unified Office recently expanded its TCNIQ sentiment analysis offering. This AI-based offering analyzes phone conversations to advise managers in real time, helping them to intervene to rectify a situation before the call is completed. It extends AI-based, virtual whisper coaching to employees on how to provide improved customer service, reward loyalty or cross- or up-sell products and services. TCNIQ also scores phone calls for employee performance and customer sentiment. Unlike other large AI language models, Unified Office develops vertically focused small language models relevant to customers’ business, helping ensure accuracy and actionable output that is relevant to specific needs. Versa Networks Many of today’s enterprise LAN switching solutions that do not possess software-defined characteristics. Versa Networks’ secure SD-LAN introduces a solution that is built on true SDN technology. It’s based on intelligent network edges, while each edge node optimally connects with overlays to each other, forming a software-defined fabric on the LAN. Use of layer-3 transport-based overlays streamlines LAN network design, deployment and operations tasks while keeping the middle of LAN simplified, with edges running the intelligence. This gives the operator complete topological freedom, plus opportunity to use multiple active forwarding paths without using or relying on xSTP and fast convergence options. With this approach, enterprises can fully leverage their investment across LAN switches and interfaces. ZeroOutages ZeroOutages is a leader in low earth orbit (LEO), satellite business-class internet solutions, with more STARLINK deployments than any other vendor in the channel. The company’s business services are unique in that they include 24x7 phone support, service-level agreements, static IP addressing, subnets and a dedicated L3 network overlay for business-critical applications. Basically, customers can access up to 2Gbps of fast, low latency under 50ms connectivity anywhere in North America. Best Service Delivery Teams 2024 AireSpring Since first beginning tracking in 2023, AireSpring has reduced overall escalations. In fact, less than half of a percent of customer tickets were escalated, with over 92 percent of support issues proactively opened and support cases automatically generated through the AIreALERT 24x7 automated NOC. The company made significant investments in tools including its AIreCONTROL (AI-powered, cloud-based ITSM), an overhauled AireCare customer portal and improvements to its ticketing/monitoring systems. In 2023, AireSpring service delivery exceeded expectations with a 98 percent satisfaction rate for its repair center, surpassing the current 68 percent rate for ISPs (per ACSI). Betatel LTD. Betatel's Sinapsio anti-fraud detection system with AI-based shielding stands out due to its real-time fraud detection and decisionmaking, autonomous vigilance, unlimited scalability, rapid deployment and its fully managed capabilities. Sinapsio's rapid deployment and instant adaptability to new fraud patterns underscore its technological edge and commitment to advancing telecommunications security, while a dedication to R&D – especially in the fields of AI and data-analytics – ensures Sinapsio will continue to advance the anti-fraud movement. First Comm Known as “a company that cares,” First Comm extends virtually unmatched cloud communications, data, voice, security and managed services to more than 35,000 businesses across the U.S. Whether it’s high-end cloud communications, SD-WAN or security, customers know to expect an exemplary service delivery team paired with robust managed solutions and top-notch customer support. In particular, First Comm sets goals for its service delivery team and continues to deliver on them. With turn-up metrics met, its customer surveys indicated over 98 percent satisfaction for post turn-up scenarios.
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