NUSO and Wavecrest Partner to Enhance International Cloud Communication Services
NUSO and Wavecrest, a developer of managed voice and messaging services, have entered a strategic partnership to expand global cloud calling capabilities. This collaboration addresses the growing demand for reliable international origination and seamless voice termination for businesses worldwide.
As part of the agreement, Wavecrest’s network Edge technology will be integrated into NUSO’s global platform, delivering enhanced international voice services and robust call management. The two companies combine complementary expertise to provide cloud communication providers and businesses with a comprehensive, reliable solution.
“This partnership allows us to expand our international voice services for contact center and unified communications customers, while enhancing platforms like Microsoft Teams, Zoom, and Webex calling,” said Matt Siemens, CEO of NUSO. “The integration of Wavecrest’s Edge technology strengthens NUSO’s cloud services, providing a level of call control and management that empowers us to better support our expanding global customer base.”
Andrew Bale, Strategic Advisor to Wavecrest, commented:
“NUSO’s call control platform is among the most robust in the industry. By combining our Edge technology and international long-distance expertise with NUSO’s innovative solutions, we’re delivering a truly unique, integrated offering that helps businesses thrive in an increasingly connected world. This partnership enables us to address the need for more innovative, comprehensive voice and messaging solutions in key markets.”
This collaboration represents a step forward for both companies. By uniting Wavecrest’s global network and intellectual property with NUSO’s advanced communication solutions, businesses worldwide gain access to secure, reliable, and state-of-the-art cloud calling services.
About NUSO
NUSO connects business owners with their customers simply, reliably, and affordably. With a focus on small and midsize businesses, NUSO provides advanced unified communications and collaboration (UC&C) solutions, ensuring customers have access to cutting-edge technologies without the complexity or cost traditionally associated with enterprise-grade services. NUSO’s platform is known for its resilience, inbound redundancy, and affordable, high-quality service. Recently achieving ISO 27001:2022 certification, NUSO is committed to providing secure and reliable communication solutions worldwide. For more information, visit www.nuso.cloud.
About Wavecrest
Wavecrest is a global managed voice and messaging services company. Its secure, scalable, telco-grade, enterprise-friendly platform connects cloud communications providers and telecom operators in a fully compliant and open environment. With over 20 years of experience delivering high-quality international voice services, Wavecrest serves over 200 carriers and cloud players across 50+ countries, including industry-leading reach into emerging markets like Africa and Asia. Learn more at www.wavecrest.com.
To read the official Press Release please visit this page at Businesswire.com.
NUSO Expands Enterprise Cloud Contact Center Capabilities with Acquisition of T-Metrics
Clayton, MO – November 19 – NUSO announces the acquisition of T-Metrics, a provider of advanced contact center solutions and communication tools for the enterprise, US Federal, State, and Local government markets. This acquisition strengthens NUSO’s mission to deliver secure, scalable, and customizable communication solutions for businesses, governments, and educational institutions of all sizes to communicate with their customers and engage their employees.
By integrating T-Metrics’ technology, NUSO enhances its offerings with enterprise-grade customer experience tools that meet rigorous government security standards in any deployment model.
T-Metrics offers certified cloud-based solutions that comply with FedRAMP, StateRAMP and TXRAMP requirements, and premise-based (JITC) solutions, enabling it to serve critical government sectors and high-security industries with unmatched flexibility and security.
“The combination of NUSO and T-Metrics offers a comprehensive, customer-centered, omnichannel solution that will connect businesses, schools and governments with their customers and users. Our decision to acquire T-Metrics was made easy as we discovered the remarkable talent within the team, which aligns with our customer-experience vision,” said Matt Siemens, CEO, NUSO.
“I'm excited to welcome T-Metrics employees, partners and customers to NUSO!” “This acquisition combines NUSO’s and T-Metrics’ strengths to deliver advanced, omnichannel communication solutions,” said Matt Siemens, CEO of NUSO. “We’re excited to welcome T-Metrics’ team and customers to NUSO.”
NUSO’s platform, now further bolstered by T-Metrics’ technology and expertise, is committed to delivering advanced, affordable, and secure communication solutions. Clients across industries, including federal, state and local government, healthcare, and education, will benefit from the combination of NUSO's decade of cloud communications experience, T-Metrics’ proven track record of delivering robust, reliable communication infrastructures, and the combined team's high level of personalized service and solution-oriented support. This powerful combination is augmented by seamless integrations into Microsoft Teams™ and Zoom™ Phone, business reputation management tools like NUSO Brand Watch and Branded Calling ID (BCID), the industry's only inbound redundancy capability in NUSOflex, and robust text messaging solutions.
For more details, please see the official Press Release or visit www.nuso.cloud.
Mida/NUSO @GITEX: the strong partnership with FVC and Ribbon Communications
GITEX (Gulf Information Technology Exhibition) is one of the largest and most prominent annual technology events in the world. Hosted in Dubai, UAE, GITEX attracts leading tech companies, innovators, government leaders, and entrepreneurs from across the globe.
For attendees, it is an opportunity to witness the latest technological advancements and engage with innovators and thought leaders.
A particular area of focus for this year will be Unified Communications (UC), with Microsoft Teams and Zoom taking center stage as a leading solution in this space.
What to expect from Mida/NUSO at GITEX
At GITEX we will be at HALL 13 – A20 sharing the booth with First Video Communication (FVC), a VAD (Value Added Distributor) that provides solutions across essential areas of enterprise computing: unified communications, unified collaboration, audio-visual, infrastructure and information security.
A winner of multiple industry awards, FVC is one of the leading VADs across the Middle East and Africa, counting more than 100 team members across United Arab Emirates, Saudi Arabia, Morocco and an expanded presence in Nigeria, Ethiopia, and Algeria, FVC works through its growing network of channel partners in over 50 countries across the region.
FVC is offering exclusively in MEA region Mida Solutions certified UC applications for Microsoft Teams and Zoom. And is also Ribbon Communications distributor.
Indeed, Ribbon will also be at GITEX with Mida Solutions and FVC, to showcase to visitors how easily you can move to cloud UC, when leveraging trusted partners for the transition.
What makes our joint offering interesting for businesses planning their migration to Teams, Zoom or VoIP in general, is:
- the complete integration and functioning of our applications with Ribbon Communications SBCs. With their range of award-winning and Microsoft certified session Border Controllers, SMBs and enterprises in UAE, and in the Gulf in general, can count on total security for their Unified Communications.
- Mida Compliance Recorder and Mida Cloud Contact Center are both officially certified for Microsoft Teams
- Mida Compliance Recorder can be configured, if required, to store recorded files on-Premises. That means that each company can decide where to store the recordings, either on a local server, or in the cloud (both in a private cloud or public cloud, in the Country of preference).
- Businesses will be able to count on secure technologies, with the flexibility to address the needs of any-sized business.
- Teams/zoom future proof solutions introducing Artificial Intelligence to enhance business processes at a click
GITEX Key Themes and Focus Areas for 2024
This year GITEX is expected to feature several key areas that align with the technological trends shaping the future. These include:
- Artificial Intelligence & Machine Learning – As AI continues to revolutionize industries, GITEX 2024 will spotlight its applications in areas like healthcare, finance, education, and autonomous systems.
- 5G and Connectivity – The rollout of 5G networks will have a profound impact on everything from smart cities to autonomous vehicles, making it a central topic at this year’s event.
- Sustainability & Green Tech – In line with global initiatives to tackle climate change, GITEX will feature innovations in renewable energy, smart grid technology, and sustainable digital solutions.
- Metaverse & Extended Reality (XR) – With the growing influence of the metaverse, GITEX 2024 will explore the future of virtual environments, augmented reality (AR), and how they intersect with industries like entertainment, education, and retail.
- Blockchain & Crypto – As blockchain becomes more integrated into financial systems, supply chains, and government operations, discussions and demos at GITEX will highlight its growing impact.
- Cybersecurity – With increasing digital threats, the importance of cybersecurity will be a key focus, with discussions on advanced protection measures, data privacy, and threat detection technologies.
Do you want to discover more about Mida Solutions' UC offering for SMBs? Please, come and visit us at HALL 13 – A20!
Cannot make it? Contact us and book a call with one of our consultants.
Release C 3.4.1: the new features that improve Mida’s contact center efficiency
To be competitive in the marketplace, a company must adopt technologies that are always up-to-date in terms of security and performance standards.
The latest version of Mida Contact Center C 3.4.1 enables an evolution of the platform, making it a solution that can meet the demands of customers who want to invest in Unified Communications.
Focusing on the needs of our customers, and through constant dialogue with leading suppliers worldwide, we have worked on an evolution of the platform that can bring tangible advantages to the companies that choose us as a technological partner.
What to expect from this release?
- Compliance Recorder: the new release includes support for Teams video files in the collectors and playback station.
The update adds multi-tenant support to the recorder, making it the right solution in both SaaS and on-prem deployments for enterprises that have multiple business units or locations. With the introduction of new parameters, the backup process has been optimized. - Attendant Console: Improvements have been introduced in the console at the user experience level for visually impaired operators, such as entering low vision-specific color settings and new commands to change the page in the directory.
DTMF tones have been introduced, through which each key in the keyboard corresponds to a sound: this feature helps the visually impaired operator navigate through an IVR system. - Fax Server: with the new release, the graphic interface was improved and the product is now much more stable and efficient, especially for companies that have many active tenants.
- Control Panel: the ability to add SAN (Subject Alternative Names) options in the generation of HTTPS certificates has been added.
- Constant updates for maximum security: operating system patches are available every month, for system updating.
https://www.youtube.com/watch?v=OqEqby3oTYM
Find out all the technical details of the release on our website.
Do you want to know more about the C 3.4.1 release from Mida, a NUSO company?
We are glad to explain to you the main benefits of the new features, contact us to set up a call with our experts!
Mida has been acquired by NUSO
University City, MO. – December 13, 2023 – NUSO, a leading multinational service provider of proprietary cloud communications, customer experience and CPaaS enablement solutions announced the acquisition of Italian-based Mida Solutions S.r.l (Mida), a software-as-a-service provider of contact center, compliance recorder and call analytics with customers in 39 countries.
This combination enriches NUSO’s core customer experience (CX) offer to its cloud communications applications. Mida’s applications, including Contact Center and Compliance Recorder solutions, integrate to enable services and applications for environments such as Microsoft Teams™.
“We are excited to add Mida’s core capabilities around Contact Center and Compliance Recorder solutions to the NUSO portfolio,” said Matt Siemens, NUSO CEO. “Mida’s products further our reach into Microsoft Teams and other collaboration marketplaces. In addition, this move anchors NUSO directly in the global service provider and critical infrastructure markets serving transportation and emergency services. Incredibly, this acquisition also nearly doubles our software development resources.”
“We are thrilled to be a part of the NUSO family of services,” said Attilio Licciardello, Mida General Manager and Owner. “Our current partners and customers will have access to new services through the NUSO portfolio in cloud communications, network, and enablement technologies. Additionally, customers and partners can expect the same level of top-quality service.”
Mida’s contact center and compliance recorders meet the most stringent security and regulatory requirements, including GDPR, MIFID 2, and HIPAA. These solutions can be seamlessly integrated with traditional UCaaS and PBX implementations as well as Microsoft Teams and other cloud communication systems.
“NUSO’s acquisition of Mida Solutions broadens the portfolio of solutions our partners can offer their customers,” said Ryan Henley, NUSO CRO. “The integration with and extension of NUSO’s full-stack capabilities address market needs at the network, service, and application layers, driving value creation as customers move to the cloud. We are excited to add these CX capabilities to our expanding partner network and geographic reach.”
This announcement marks NUSO’s second acquisition over the past 45 days. NUSO was advised by Q Advisors, a global TMT investment banking boutique.
ABOUT NUSO
NUSO delivers SaaS cloud communication services via a proprietary CPaaS enablement platform supported by a fully redundant network in North America and Europe. The Company offers a diversified portfolio of business-focused Cloud Communications solutions. The Company addresses multiple expanding markets selling enterprise–grade, as–a–service offerings via a robust network of channel partners and direct customers. For more information, visit us at www.NUSO.cloud.
8 things you may not know about...Mida's Attendant Console!
Choosing the right operator console solution is a strategic business decision.
Customer service is an important business card for a company that wants to put the customer's needs at the center of its attention.
Furthermore, having a product that allows you to have all call options just a click away brings a huge operational advantage for agents, especially if you choose Attendant Console for Teams which integrates perfectly into the Microsoft Teams UC platform, both as a web interface application or Teams embedded app.
However, some concerns may arise when evaluating the product. As we've done before for our Compliance Recorder, we're ready to share some not-so-obvious features of our Attendant Console.
Here are 8 things you might not know about our operator console!
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Do I need to install software on a PC?
No, it’s completely web-based. The first time a plugin is loaded on the PC.
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Can it be used by visually impaired or blind operators?
Yes: it was developed taking into account the usability by the visually impaired/ blind, and optimized for the tools used by these users (enlargers, vocalizers, and braille console).
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Does it have a customizable interface?
Yes, you can configure the layout at the individual user level, in terms of colors, fonts, and visibility of the console’s theme areas. You can also configure all the function keys for each task.
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Is the solution multi-language?
Yes. Already available in 5 languages. Any other language can be implemented by uploading a file with translation.
What methodologies are there to log in/log out of a queue?
In the attendant console solution, the agent can do this independently or the supervisor can do it for the agents whose agents he or she is supervising. It also has the functionality for “After call work” (no calls routed to the attendant after call completion for a configurable time or until manual resume).
The two features are not applicable if there are no queues as in the Attendant Console Receptionist. -
Are there high-availability features?
Yes, it’s available with these features: Fault-tolerance based on active-active component redundancy, geo-redundancy, and hypervisor-supported high availability (Vmware, Azure…).
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Are call reports available? And can it be customizable?
Yes directly from the client via Power BI or by using the partner's or Mida's specialized services. Not applicable if there are no queues as in the Attendant Console Receptionist.
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Is status monitoring (BLF) with presence available?
Yes, for most of the technology.
Do you want to know more about our Attendant Console?
We will be happy to explain to you in detail the advantages you can have from these new implementations, contact us here to book your free slot with one of our experts!
Microsoft Teams: the latest update - Fall 2023
Microsoft Ignite is approaching (November 14-17 - official site) and many of the updates on new Microsoft Teams features will be shared during the event, but some new features on Teams have already been revealed, and here are the point-by-point highlights for more and more high-performance team collaboration.
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New Microsoft Teams app for Windows and Mac
The new Teams 2.1 started to be operational on early users in March 2023 and available to all from September 2023 for 300 million active users (here are more details). The new app is designed to be faster and less impactful on system resources.
New features included in the new version of Teams include custom line-of-business apps, third-party apps, meeting rooms, 7x7 video, call queues, PSTN calling, and contextual search in chats and channels.
Net of the internal policies managed by the IT manager, the user will be able to switch from the old Teams to the new one. The changes will be both in terms of experience and action, the goal for Microsoft is that by the beginning of 2024, the majority of users have definitively chosen the new version.
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Teams Town Halls
Live event and webinar management from Teams will be much more professional. Microsoft Teams Live Events, which will remain active until September 2024, will be retired and replaced by Teams Town Halls. For Teams Premium License participants up to 10k or 20k (Premium License), 15 simultaneous events, and up to 30h duration per event.
From 2024, the ability to stream out to third-party platforms such as YouTube, LinkedIn, X, Meta Workplace, etc.
Other new features available in the new platform: Green Room, Q&A, and On-demand recording.
In addition, the management of event invitations has been optimized, with the ability to add speaker bios, have custom templates, and manage registration data via specific forms.
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Live translated transcript
With this feature, available only to Teams Premium users, you can record and transcription in 30 different languages of a meeting.
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Collaborative notes in Teams mobile
This new function allows the ability for participants to create notes, and collaborate on an agenda, which automatically syncs with Microsoft Planner and Microsoft To Do.
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New Channels experience
The latest updates include a new conversation view, an improved search experience, and a simplified information panel.
It’s possible to create up to 1,000 channels within a team, in order to manage the space and team related to a specific workgroup without running out of space.
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Portrait blur
You can now blur the background in two modes, with the existing standard blur and portrait blurring, record the screen, and record audio-only clips when sending a video message in a chat.
Stay tuned to read through our article the future Microsoft Teams updates. Meanwhile, discover how our UC solutions can help you improve your communications within Microsoft Teams.
8 things you may not know... about Mida's Compliance Recorder!
We have spoken several times about our Compliance Recorder, delving into its security and reliability features, not to mention its extreme flexibility both in the development environment and in its adaptability to hybrid environments.
When choosing a specific product like this, a company's IT manager may have a few more doubts to clarify, to understand if the product's features can help him with his business needs.
Let's look together at the topics that may be of most interest to explore further.
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Does your company have a need to collect conversations from multiple sources?
Mida Compliance Recorder is a modular and multi-source recording system that can collect conversations from different sources/technologies like Teams, Zoom, Legacy PBX, Cisco, Radio, Tetra, Analog phones, and WhatsApp (via CC) and stores them in the same repository, setting retention policies and respecting all local and global law/privacy requirements.
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Is it possible to keep the recordings encrypted?
Yes, there is a special advanced license that allows you to manage encryption with an algorithm with a double AES 256bit key.
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What media are supported for recordings?
The supported media types are: call recording, SMS recording, internal and external communications, and WhatsApp recording. Video/screen sharing/meeting/chat recordings are planned in the roadmap.
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To record calls in Microsoft Teams, is the company required to use Session Border Control (SBC)?
The answer is no, Microsoft Teams voice and video conversations are recorded without an SBC being required.
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Is it possible to transcribe the recordings?
Yes, Mida uses external modules available on the market (APIs such as Microsoft Cognitive or speech-to-text products)
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Is sentiment analysis possible?
Yes, Mida is compatible with tools and modules available on the market. A native Mida module is in the roadmap.
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What kind of high-availability models are supported?
Fault tolerance based on active-active component redundancy, geo-redundancy (server distributed in multiple locations), hypervisor-supported high availability (VMware, Azure, ...)
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Is the reporting compatible with Power BI?
Yes, with one of the following solutions: Microsoft Power BI integration segregated per tenant and Analytics platform integration via ODBC segregated per tenant
Do you want to know more about our video and audio compliance recorder?
We will be happy to explain to you in detail the advantages you can have from these new implementations, contact us here to book your free slot with one of our experts!
Why UC solutions are the right investment for finance companies
The financial sector is facing an important challenge: being able to reconcile the need for advanced technologies with the privacy and compliance regulations required of its services due to the sensitivity of the data processed.
Unified Communications systems are certainly among the IT solutions involved because they are the basis of customer relationships and are necessary for the secure archiving of conversations.
But let's see in detail what the needs of these companies are and how the right technological choices can make a difference, making them competitive in the market.
- Increase in operational efficiency
In environments such as banks and financial institutions, where branches are diverse and on-site and remote teams alternate, it is essential that communication between employees, customers, and partners is fluid.
This means adopting technological solutions that encourage internal and external collaboration and choosing systems that help manage customer data effectively, possibly aggregating them with business intelligence tools.
It is essential for a bank to manage every activity with the highest professionalism, regardless of the location of the team and the company infrastructure.
- Improving the customer experience
Banks and finance companies have an increasingly demanding customer base: personalization in communication is necessary. Customers, in fact, want to live an experience in which they feel at the center of attention and their needs are followed in every detail.
Furthermore, communications in the financial sector must be rapid: often the customer may need to manage an urgency in the financial sector.
In Mida's Cloud Contact Center, thanks to integration with the CRM, customer data and history are available to offer an excellent customer experience. Furthermore, integration with instant messaging such as WhatsApp allows for increasingly rapid service management.
- Ensure the security of recordings and voice communications
The financial sector handles a lot of sensitive information that needs to be protected, the services offered must be impeccable, without compromising privacy in any way.
There is also the need to securely archive conversations, which according to MiFID II regulations must be kept for a minimum period of 5 years on a secure, tamper-proof medium.
Once again, an investment in UC makes a difference. The Mida Compliance Recorder is the perfect Unified Communications product for this need: it guarantees compliance with the GDPR and MiFID II and also adapts to internal security protocols, the anti-tamper and file encryption features make it completely reliable and tamper-proof.
Do you want to know how our Unified Communications solutions could make a difference for your company?
Contact us and we will be happy to give you more information about it.
The benefits of UC solutions for small businesses
Small and medium-sized enterprises are key players in the economies of many Countries.
In recent decades they have been exceptionally determined to undertake the road to digital innovation, long since taken by enterprises. This has also been possible thanks to processes and tools designed in a gradually simpler and more accessible way even for less structured businesses.
In Unified Communications, the application of Software as a Service logic, which has long been known in the field of IT, has also enabled SMBs to adopt tools for managing and monitoring communications with their customers.
The growth trend for these products is increasingly positive, with an estimated market value in 2022 of $113.48 billion, and the forecast is for a compound annual growth rate (CAGR) of 17.4 percent from 2023 to 2030. It is not only large enterprises that will drive this trend but also smaller companies that, with less complex internal structures and streamlined approval processes, can speed up the adoption phase of UC solutions. In addition, even many SMBs today operate in a scenario where part of their employees works remotely or in hybrid mode, thus sometimes making it necessary to remodel the previous UC tools in use.
Why, then, should a small business invest in Unified Communications?
Here are 4 of the main benefits that could drive change:
- To improve collaboration and internal communication
Even in a small business, there can be silos and difficulties in the shared management of information and documents. UC solutions can simplify collaboration sharing among employees, regardless of where they work.
- To intelligently integrate business data
Small businesses need to manage inbound communications and link them to the CRM/database that actually contains all their customer information. At the same time, the limited number of available resources does not always allow for systematic updating of the inbound information flow. Unified Communications solutions such as those from Mida for the Teams environment make this more agile because they allow systematic synchronization between the information employees receive from customers and the CRM.
- To innovate at an affordable cost
With a UC as a service product suite, there are no licensing costs to purchase. In addition, the system is flexible and the number of users can grow with the business, thanks to the pay-as-you-grow principle. In addition, software upgrades and maintenance are handled by the solution provider, which is a great advantage for the company.
- To improve the customer experience
Thanks to the integration with CRM, keeping track of the history and the changed or new needs of each customer who contacts the corporate contact center is very easy. In real-time during the call with the customer, the operator can add notes or comments, as well as involve other colleagues in follow-up or upsell activities.
In addition, conversation/communication recording and advanced reporting systems can indicate how and where services can be improved, going so far as to indicate, for example, areas for improvement in agent training or cost of services.