NAVEX Taps Communications Provider Bandwidth to Consolidate and Simplify Telecom Services

NAVEX’s hotline services, widely used by employees and associates of various organizations, are essential for voicing concerns related to ethical conduct, compliance violations, and workplace grievances. Customers may call to ask questions or report issues, and agents document these interactions into reports sent to the relevant organization for review.

Previously, legacy carriers were causing delays in fulfilling phone number orders and taking weeks or even months to complete requests. With the legacy carriers, acquiring a phone number for a new customer could take up to 90 days, and porting numbers was even more convenient. With some carriers, a number of port requests could result in 30 days of inactivity, and even then, there was no guarantee of success.

This changed significantly when the company partnered with Bandwidth, which streamlined the process. Bandwidth’s tools make the phone number porting process quicker and more transparent. Additionally, with Bandwidth, NAVEX can quickly reroute traffic between session border controllers (SBCs) to perform maintenance during normal business hours without causing disruptions for its customers.

NAVEX currently uses Bandwidth’s domestic services but is also integrating international lines. Bandwidth’s efforts to incorporate international products into its primary portal are seen as a significant step, further enhancing the company’s ability to serve its global customer base.

The experience with Bandwidth’s modernized portal has been positive for NAVEX. The platform is user-friendly, reliable, and provides easy access to the necessary tools and information. In comparison, NAVEX’s experience using other carriers’ portals was frustrating and inefficient, often requiring repeated attempts to load pages or access information.

NAVEX is currently evaluating Bandwidth’s Maestro cloud-based orchestration platform, which offers advanced traffic management capabilities. Maestro’s ability to segment and control call bursts ensures that sudden spikes in traffic do not overwhelm the contact center or affect other customers, maintaining high service quality even during peak periods.

Bandwidth has proven to be a valuable partner because of its strong communication and proactive approach. When issues arise, Bandwidth quickly responds, providing regular updates and informing NAVEX of problems before it’s even aware of them. This level of transparency and preemptive support contrasts with other carriers, who often deny issues despite widespread acknowledgment.