Chief information officers are faced with several challenges in their efforts to improve customer and employee experiences through cloud migrations. They are tasked with incorporating new capabilities, while simultaneously streamlining operations, reducing costs and enhancing disaster recovery (all without being constrained by a single vendor's proprietary infrastructure). However, the task of transitioning from on-premises equipment to a global cloud infrastructure is viewed as complicated and time-consuming, with a potential loss of direct control.
Options were traditionally limited to legacy SIP, which requires each enterprise to individually adopt and integrate communications tools, or a cloud contact center solution, which locks enterprises into the roadmap of one provider.
Well, that was before Bandwidth Maestro.
Maestro is an innovative cloud-based communication system that addresses the main challenge faced by CIOs in integrating voice apps in their UC, cloud contact center and AI platforms. The integration of these apps leads to quicker value realization and an enhanced experience for customers and employees.
With Maestro, businesses can easily customize their global communication workflows and incorporate CX and AI features such as machine learning (ML)-based fraud detection, text-to-speech and speech-to-text tools, and conversational AI. These features are interoperable and consumable by software.
"We feel the pain of enterprise CIOs trying to integrate best-in-class, real-time voice apps across their platforms, which can take months or even years and a lot of investment to reach full interoperability," said John Bell, Bandwidth's chief product officer. "That's why we're putting enterprises at the center, with an innovative strategy that enables organizations to benefit quickly from new capabilities that drive cost-savings and a better customer and employee experience.”
Maestro offers several capabilities for enterprises, such as streamlined call delivery by using Duet integrations to migrate from on-prem deployments to various CCaaS and UCaaS platforms. This also provides pre-built integrations to enhance customer experiences through conversational AI platforms, speech-to-text and text-to-speech tools.
Additionally, Maestro reduces fraud using ML and allows for customization of call flows. Global communications consistency is ensured by integrating once to Bandwidth's Communications Cloud. Customer-specific insights are also provided using dashboards and inbox alerts. Maestro reduces operating costs while creating productive conversations with end-users.
Maestro is set to launch in Q3 of this year. Pre-integrations for Maestro include full PSTN replacement in 38 countries and territories via the Bandwidth Communications Cloud, Microsoft Teams, RingCentral MVP and Google Dialogflow with more to be added.
Edited by Alex Passett