Austin, TX April 21, 2024 –(PR.com)– Alepo Technologies Inc. is pleased to announce that it has partnered with Nomios, a provider of secure network solutions, to successfully deploy an advanced Authentication, Authorization, and Accounting (AAA) solution for VodafoneZiggo, a leading integrated communications provider in the Netherlands.

VodafoneZiggo’s decision to upgrade to Alepo’s AAA solution reflects its commitment to modern, secure technologies for enhanced network performance. Alepo solution streamlines broadband authentication and guarantees high performance and low latency, particularly during peak traffic. Additionally, it supports increased concurrent sessions and reinforces VodafoneZiggo’s network security. This advancement is a crucial step in today’s digital landscape, emphasizing the importance of protecting user data and privacy alongside delivering an advanced network experience.

Secure network integration: AI-generated visualization of an advanced AAA system, ensuring robust access control and seamless performance (credit: AI-Generated)

The carrier-grade, geo-redundant solution ensures high availability, robust authentication, and accounting for large subscriber bases. Customized AAA authentication policies for granular access level control further enhance VodafoneZiggo’s network security. The built-in API gateway enabled rapid integration with VodafoneZiggo’s existing provisioning systems, eliminating the need for changes to their IT landscape.

“We’re excited to have partnered with Alepo and Nomios to find the right AAA platform for our requirements,” said Dick Loef, Technology Manager, VodafoneZiggo. “Alepo’s stood out for its advanced capabilities, integration experience, and service excellence.”

The solution also features Alepo’s AAA EMS, which provides unified visibility and control across all AAA nodes from a single pane of glass. This allows VodafoneZiggo’s network and security teams to pinpoint and resolve issues more efficiently. The deployment demonstrated Alepo’s core network expertise by integrating its AAA seamlessly with VodafoneZiggo’s systems without service disruption. The migration of subscribers was completed smoothly, with no downtime or impact on subscribers.

About Nomios Group
Nomios is a leading European provider of cybersecurity and secure networking solutions and services and has a broad customer base in highly diversified sectors. In 20 years, Nomios has grown into an organization with more than 20 offices in seven European countries and has continuously expanded its professional services, managed services, support, and SOC offerings.

Nomios has an experienced and certified pool of engineers and has strategic partnerships with leading technology providers to deliver secure and reliable networks.

For more information, please visit https://www.nomios.nl/

Contact Information:
Alepo Technologies Inc.
Anju Gulati
+1 (512) 879-1030
Contact via Email
https://www.alepo.com

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Aylesbury, United Kingdom April 14, 2024 –(PR.com)– Sytel, a UK-based vendor of a Contact Center as a Service (CCaaS) cloud platform, has predicted that as automation is introduced to manage service levels in the contact center, the need for supervisor intervention will be reduced by 90%+.

The claim is made as Sytel release their Sytel Real-Time Automation (SRA) solution, which automatically assigns agents to work on queues where the service level is under threat, no matter what the media type.

Sytel CEO Michael McKinlay commented, “Automation of inbound operations is a logical step forward. What is surprising is that it has taken the industry until now to achieve it.

“Does SRA put supervisors out of a job? Automation will do some of the work supervisors currently do, and do it much more efficiently. But no supervisor wants to spend their time stressing about where to pull agents from to help a struggling queue. Automation frees supervisors for higher value tasks, like coaching, encouraging their teams and quality monitoring.”

Supervisors and team leaders aim to keep queues properly staffed during a shift. But this can be derailed by unscheduled events – e.g. absences, shrinkage, spikes in contact volume. This can keep customers waiting longer in queues, causing frustration, and can break Service Level Agreements (SLAs) for BPOs.

McKinlay continued, “Preparation is essential, of course. Workforce Management (WFM) is invaluable in predicting the right staffing needs in advance. But once a shift has started, what do you do when demand outstrips supply?

“WFM can only tell you there’s a problem. It’s usually up to supervisors to figure out where to get extra resources from, without causing more trouble.

“But this job has become increasingly complex, even impossible. That’s especially true for larger contact centers needing to manage customer engagements across voice as well as web chat, email, SMS, WhatsApp, etc.”

Contact centers have traditionally coped by bringing non-front-line staff in to handle calls (“queue busting”) and offering to call customers back while keeping their place in the queue (“queueback”).

“These practices maintain the illusion that service levels are under control,” says McKinlay. “But really they create more short-term demand, and increase the cost of servicing by failing to resolve issues first time. These should be methods of last resort, not everyday occurrences.

“The best answer? Automation. SRA is making the best possible decisions automatically, literally second by second, so that any supply/ demand imbalance is shared between queues, and no single service level falls off a cliff. Automated service level management ensures that no agent time is wasted, keeps wait times for customers low, and, crucially, offers supervisors freedom from the stress of managing service levels manually.

“The ‘brain’ at the center of Sytel’s CCaaS platform is the Automatic Session Distributor (ASD™), which holds the current state of everything in memory; all agents with their different skills, all sessions in all channels, all queues, each with its target service level. It has authority to take action across all work queues, outbound as well as inbound. And it is the ‘brain’ which is providing the resources to SRA to do its dynamic management, constantly updating all queue states and assignments second by second.

“It’s a big win for the power of AI and a huge win for CX as customer wait times are now kept under control,” said McKinlay.

To see SRA in action, see https://sytel.com/capabilities/dynamic-workforce-management/real-time-automation-a-simulation/

For a free trial, email Sytel at [email protected]

Follow Sytel on LinkedIn

About Sytel
Sytel develops and supplies a full-featured, multichannel Contact Center as a Service (CCaaS) cloud platform.

Featuring best-in-class automation for both inbound and outbound, it is available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.
Comprehensive APIs enable integration with any surrounding environment, including leading-edge Generative AI apps.

Contact Information:
Sytel Limited
Jamie Stewart
+44 1296 381200
Contact via Email
www.sytel.com

Read the full story here: https://www.pr.com/press-release/909811

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