Migrating a contact center to the cloud is stressful enough on its own. Doing it while shopping for a new voice carrier, with live client traffic on the line, raises the stakes considerably. That was the position ACC Premiere found itself in as it prepared to move its phone system to Genesys Cloud.
As a global business process outsourcer (BPO), the Connecticut-based company answers the phone on behalf of clients across verticals, with a heavy concentration in consumer packaged goods and subscription model sales & customer retention programs. When shoppers have a question or complaint about a product in their cupboard or a recurring subscription, ACC Premiere's agents are often the ones picking up.
"Open up your kitchen pantry and pick a product. Call the number. Good chance you're talking to us," said Rich Hawley, Director of CX Technologies at ACC Premiere.
That volume of inbound consumer traffic leaves no room for a carrier that can't keep up. So when the time came to replace its old provider, the team ran a careful evaluation.
Flexibility won the carrier bake-off
The shortlist included several SIP carriers, among them Broadband Dynamics and Bandwidth. Because the company was already migrating to Genesys Cloud, the team also weighed Genesys's own native voice service. In the end, Telnyx SIP trunking stood apart on commercial terms.
"Telnyx was the most flexible when it came to pricing and commitment," Hawley said.
That flexibility mattered because ACC Premiere wasn't starting from a clean slate. The migration to the cloud would happen in phases, and the company needed a carrier that could support both worlds at once.
Bridging premise and cloud without the drama
At the time ACC Premiere brought Telnyx on board, it was still running a premise-based phone system anchored by session border controllers in two data centers. Standing up the new trunks turned out to be one of the easiest parts of the project.
"It was really easy to set up the SIP trunks between Telnyx and my session border controllers, and it was pretty straightforward setting up the failover," Hawley said. "So if one failed at one of my data centers, it would fail over to the other data center and still route to the different points that it needed to route to within my network. That was really good."
Connecting Telnyx to Genesys Cloud proved even simpler, since there were no longer multiple on-premise endpoints to configure or fail over. "It went really smooth," Hawley said.
Thousands of numbers, one platform
Serving a large roster of CPG brands and a growing base of subscription and retention clients means managing a sprawling inventory of toll-free numbers, along with a substantial block of DIDs, and keeping each client's traffic organized. Hawley pointed to features in the Telnyx Mission Control Portal that make that kind of multi-client operation more manageable, like the ability to set up billing groups to segment usage.
"We don't use it a lot, but it's there if we need it," he said, noting that most of the company's day-to-day reporting comes directly from the Genesys CX platform. ACC Premiere deliberately keeps its Telnyx footprint focused on voice connectivity, handling IVR and other customer experience logic inside Genesys.
That focus is by design. For a BPO, the carrier's job is to deliver calls reliably and then stay out of the way.
Self-service tools for the people who run the network
The telephony stack at ACC Premiere is owned by Hawley and his team, and for them, the day-to-day experience of the platform is where Telnyx earns its keep. He described the interface as great and the platform as genuinely easy to use, with responsive technical support when porting numbers or troubleshooting an issue.
The feature he singled out most enthusiastically is packet capture access. "I love the fact that I can grab PCAP files right off your website," Hawley said. "If I need to diagnose a call issue, those kinds of things are great."
For an engineer responsible for call quality across dozens of client programs, being able to pull a PCAP on demand, without opening a ticket and waiting, turns a slow investigation into a quick one.
A recommendation grounded in years of uptime
After years on the platform, Hawley said ACC Premiere has had very few problems, and the ones that did surface were resolved without friction.
"Other than a few minor issues, we haven't really had any problems with customer service from you guys," he said. "It's been really good."
Asked why he would recommend Telnyx to other enterprises, in the contact center world and beyond, Hawley came back to the fundamentals that made the original decision easy.
"For the contact center, I would definitely recommend Telnyx from an ease of use standpoint," he said. "And from the support side, it's really good. I would just recommend it on that basis."
