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Dear GENBAND Customer:
Earlier this year, GENBAND made a bold move that propelled us into a distinctive position as the global leader of the IP switching marketplace. With the acquisition of Nortel’s CVAS business, we significantly enhanced our ability to serve your needs with innovative next-generation IP technology and expanded service capabilities.
This acquisition presented us with a unique opportunity to develop the optimal platform for service delivery and support, with an unprecedented level of flexibility. One of our primary integration goals is to offer a seamless customer transition to the GENBAND Supply Chain and Support infrastructure. GENBAND expects the migration from Nortel support systems to GENBAND support systems to be completed in Q1 2011.
This communication is the first of several customer communications planned to advise of upcoming changes, transition milestones and specific details on obtaining support from GENBAND. Below are a few highlights of the coming changes:
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Additional Toll free numbers: In addition to GENBAND’s 1-866-GENBAND number, customers will soon be able to call toll free from nearly 60 countries.
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Enhancements to Interactive Voice Response (IVR): Enhancements will be made to the GENBAND IVR menu, including the use of Express Routing Codes to provide immediate access to the required experts.
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New Call Center: A new global call center will be deployed in January. This increases the resources available to provide services and simplifies service operations.
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Move to GENBAND Customer Portal:
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The GENBAND Customer Portal will be accessible directly or alternatively from the GENBAND home page (www.GENBAND.com) and continues to be powered by the Salesforce.com platform.
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Customers using Clarify will be migrated to the Salesforce.com platform in January.
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All customers will be able to use the new Customer Portal, in January. Further information on User Training, Login Access and Administration will be communicated in a subsequent communication.
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Improved Case Management: The GENBAND Customer Portal will be upgraded to include numerous enhancements to Case Management capabilities, including an enhanced layout, improved information management and a more intuitive workflow.
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Modifications to Return Material Authorization (RMA): GENBAND has an extensive, and global, Hardware Repair and Return Service. The RMA process will undergo some adjustments without degrading the levels of performance offered today.
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Improvement to Content Search:
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Equivalent software and documentation search and delivery capabilities will be available.
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Enhanced formats will be deployed for bulletins and self-help articles.
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Applicable Nortel CVAS content will be migrated to the new portal.
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Customers will be able to subscribe to proactive email notifications.
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Modifications to Business to Business Connectivity Schemes: Your local Customer or Regional Operations Leader will be contacting you to ensure that the Customer IT – to – GENBAND infrastructure enabling software delivery and technical support is in place and up to date.
Providing our customers with the best products and services the industry has to offer is a top objective for us and it is our hope that each experience with GENBAND solutions and support is a positive one. GENBAND will provide communications on or before January 3rd, 2011, about the new Customer Portal and the processes and people behind it, including any next steps for our customers. In the meantime, if you have specific questions, please contact your GENBAND Customer Operations Leader.
Sincerely,
Jeff Townley
President of Operations
GENBAND
List of resources on this page
Nortel CVAS Products Acquired by GENBAND The comprehensive list below highlights the Nortel CVAS products acquired by GENBAND. You can click on the product to get more information.
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A2 - The A2 converges IP communications and applications to deliver rich features and enhanced service customization over multiple IP access networks.
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A6 - The A6 provides service providers with a solution to converge fixed line, 2G/3G/4G cellular voice and mobile VoIP services.
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C15 - The C15 is a second-generation carrier VoIP softswitch that provides both IP communications services and traditional voice services.
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C20 - The number one softswitch in the world, the GENBAND C20 is a core element in most next-generation IP networks.
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Digital Switching - Digital/TDM switching – The GENBAND D-Series Digital Multiplex Switches provide digital switch TDM nodes for all classes of switching in the PSTN hierarchy.
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mG9K - The GENBAND Media Gateway 9000 connects subscriber lines directly to an ATM/IP packet backbone for the delivery of switched services such as POTS and non-switched services such as ADSL. *
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mG15K - The Media Gateway 15000 is a packet voice solution delivering toll-quality voice on a carrier-grade platform. *
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* The GENBAND products mG15K, mG9K, and A6K are branded MG 15000, MG9000, and WMG6000 in Canada and France. In all other countries, the product names mG15K, mG9K, and A6K are used.
GENBAND’s New Solutions Portfolio
With the Power of ONE portfolio, GENBAND has new solutions allowing global service providers to increase revenues with new offerings while reducing costs.
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Fixed - GENBAND’s Fixed NGN solutions provide VoIP, Interconnect, and Session Border Control for many of the largest global operators. Theses solutions provide operators the ability to increase revenues, reduce costs, and deploy a platform that enables network evolution.
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Mobile - GENBAND’s Mobile NGN solutions provide a broad range of advanced capabilities for reducing costs and enabling revenues for legacy 2G and early 3G mobile networks while providing the foundation to grow these solutions into IMS / LTE and beyond.
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Converged - GENBAND's carrier-class security and gateway products are at the core of key femtocell networks globally. These solutions enable new revenue streams while leveraging existing IP infrastructure.
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Cable - GENBAND offers the industry’s broadest VoIP Cable portfolio with flexible switching solutions that draw on a proven history of powering over 7400 nodes globally with proven Class 4 and Class 5 feature sets. GENBAND next generation products and solutions leverage this expertise enabling a smooth migration to IP
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IMS/LTE - IP Multimedia Subsystem (IMS) and Long Term Evolution (LTE) solutions are for fixed and mobile operators who are evolving their networks to converged, next generation architectures and have a need to secure, connect, and control network borders in order to provide voice and multimedia services.
GENBAND’s New Services Portfolio
GENBAND’s Professional Services provide expert resources, tools and best practices required to transform legacy technology to IP and mobility.
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Advanced Services - GENBAND’s Advanced Services portfolio delivers innovative, value-add capabilities designed to extend and enhance GENBAND product and solution capabilities through integration, customization and optimization.
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GENBANDCare - GENBANDCare technical support capability is best in class with an aggressive SLA including 24x7x365 support for our solutions, timely updates and software releases to help keep your network current and running at peak performance.
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Network Implementation Services - GENBAND Network Implementation capability is derived from experience in planning and deploying thousands of complex network projects globally.
Training & Customer Support
Technical Support - GENBAND provides world-class support for all products and solutions. As we continue the integration of Nortel CVAS, you can use the same web links and contact numbers that you have been using. When these support systems are fully integrated, we will ensure support continues smoothly and communicate any new web pages or contact information.
Technical Training - GENBAND strives to educate its service providers, system integrators, and end users with detailed hands-on, leader-led training providing the skills necessary to install, administer and provision the network elements within various GENBAND products and solutions.
Technical Documentation - GENBAND's technical product documentation provides descriptive and procedural information on our entire suite of world-class products and solutions.
Contact Us
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email
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866.GENBAND
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+1.972.521.5800
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