Ryla Owns a Secure, High-Quality Contact Center Service Delivery

A leader in fixed-mobile connectivity (FMC) solutions, NextPoint™, announced today that its Session Border Controller (SBC) and Real-Time Session Manager (RSM) products have been deployed into operation at an award-winning provider of outsourced customer contact solutions for Fortune 500 companies, government agencies and nonprofit organizations, called Ryla. Ryla’s rising call volume and related security concerns, have been addressed, as a result, and Ryla is reaping the benefits of new capabilities such as real-time notification of network and service performance.

Ryla, based in the Atlanta metro area, offers multimedia inbound and outbound customer contact, service and support, business process outsourcing, data and application services, and crisis response communications through its state-of-the-art facilities. Ryla associates deliver “Excellent Interactions Every Timesm” via ongoing and on-demand client engagements, with capacity for more than 1,500 domestically-based customer service representatives. Ryla’s rapid growth since its founding in 2001, coupled with its forward-thinking adoption of voice over IP (VoIP) technology, led to a significant increase in the volume of IP traffic, raising the stakes for incoming call quality and security.

All inbound calls to Ryla’s contact centers are secure, thanks to NextPoint’s SBC, regardless of short-term spikes or steady increases in IP traffic. It also provides the device and protocol interoperability Ryla will require to seamlessly migrate toward a next-generation, all-IP infrastructure that will deliver richer, IP-converged applications. Ryla will be well-positioned for new growth initiatives, with such an all-IP infrastructure, including the integration of acquired contact centers or the adoption of solutions for remote-based customer service representatives.

Ryla is receiving unprecedented visibility, with the NextPoint RSM, into network and service performance through real-time alarms and always-available statistics and reports. The company, armed with this intelligence, can proactively share data on call volume, call duration and more with each of its clients. Most importantly, Ryla can guarantee it is meeting its quality of service commitments to its clients, and can conclusively demonstrate that it is doing so.