Contact Center Solutions Featured Article

Fibernetics Opts for Telax Contact Center Solution

July 02, 2012

As local exchange carrier Fibernetics Corporation grows, it has selected Telax Hosted Call Center’s Metaswitch integrated contact center solution. The firm opted for the solution offered by contact center technology provider, Telax, following a request for proposal process organized by the Taylor Reach Group as Fibernetics looked to replace its former Automatic Call Distribution System (ACD).


Fibernetics brought in a third-party company to assess potential contact center solutions as a way to underline its commitment to providing the most effective customer care possible. Telax was among the companies Taylor Reach Group recommended.

Talks between Telax and Fibernetics reached their peak at the 2011 Metaswitch Forum. Fibernetics, which focuses on VoIP (Voice over Internet Protocol) products and services, was searching for a robust, modern contact center solution that could scale along with the company’s growth. The scalability of Telax’s Metaswitch solution was a determining factor in Fibernetics’ final decision.

Through the request for proposal, Fibernetics sought a solution that would consolidate the firm’s contact center operations into one so-called “geo-redundant” center using Metaswitch as the core. Through its flexibility and experience with Metaswitch partners, Telax claims to offer Fibernetics with the functionality it needs without making any major changes to the infrastructure Fibernetics already had in place. Telax’s solution aims to meet Fibernetic’s future demands without making major alterations to the current systems.

Meanwhile, Fibernetics, which supports the recently launched Dell Voice smartphone app through its national network and contact center, uses a versatile proprietary Digital PBX platform that has the ability to integrate with the Telax solution. Calls made to Fibernetics’ contact center agents are now routed through both the Telax solution and the Digital PBX system.

Fibernetics also sought advanced reporting to record and measure customer care efficiency, which Telax offers through its reporting system.



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Edited by Brooke Neuman



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