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Paxyl Solutions delivers contact center as a service (CCaaS) solutions to clients running anywhere from 30 seats to several thousand. The Montreal-based firm increasingly finds clients asking for more than software.
"Some of our clients don't want to handle any part of the solution themselves," said Jean-François Prévost, Président (President) of Paxyl Solutions. "They ask us to deliver not only the CCaaS solution, but also the SIP trunking and the phone numbers, so they can be reached by their customers."
That meant Paxyl needed carrier partners it could stake its reputation on. Telnyx became one of them.
One Partner for the Whole Solution, Telephony Included
Some Paxyl clients arrive with existing telco agreements, and Paxyl integrates those carriers into the CCaaS platforms it deploys. For the rest, Paxyl takes on the telephony layer itself, delivering SIP trunking and numbers alongside the contact center platform.
"Being able to deliver not only the CCaaS solution but the entire solution, including telephony, is a big added value for our customers," Jean-François Prévost explained.
The complication is geography. Paxyl serves companies operating all over the world, which means navigating telecom regulations that vary from country to country. "Sometimes that might create some headaches," he admitted. A carrier that added friction on top of that complexity, or vanished when something went wrong, was a risk Paxyl couldn't take.
As a service delivery company, Paxyl evaluated carriers less on their rate decks and more on how they behave when something unexpected comes up. "We understand the necessity of having a good relationship and being able to trust our partners," he said. "We know there are a lot of telcos out there that could provide the service to our clients. What's most important is being able to take our phone, call you, and figure out, okay, we have an issue, we have a challenge, or we have a requirement for a client. How do we reach out and make sure someone is going to answer our request?"
An Autonomous Platform and a Partner Who Picks Up
That question was settled quickly. "The reason we decided to partner with Telnyx was basically the relationship we developed with them from day one," Jean-François Prévost said. "Having that relationship of trust felt really strong from the get-go."
The implementation reinforced the choice. Using the Mission Control Portal, Paxyl's team provisions new trunks and orders new phone numbers and toll-free numbers on its own, with no waiting on a carrier's ticket queue.
"It was quite easy, to be honest," he said of the rollout. "The Telnyx portal allows us to be very autonomous in deploying new SIP trunks and ordering new DIDs and toll-free numbers. Implementing and experimenting was simple, and deploying new trunks for our customers was straightforward."
Even the messier international cases, where local regulations differ market to market, stayed manageable. "On the technical side, it's quite easy for us to handle everything ourselves," he said.
When No News Is the Best News
The clearest sign the partnership is working is the one Jean-François Prévost hears least: nothing at all.
"The good news is we don't get much feedback, and that's what we want," he said. "The telephony side should be like a utility. That should not create any issue. It's something customers expect to work all the time. Having downtime on the telephony side, or a disruption of service on a specific toll-free number, they don't want to experience that. The less we hear from our clients about the telephony side, the happier we are."
For a firm whose clients include contact centers with thousands of seats, that silence translates directly into credibility. Paxyl sells completeness, and the telephony layer holding up its end lets the company keep its promise of delivering the whole solution under one roof.
A Relationship Worth More Than the Rate Card
Jean-François Prévost's recommendation to other enterprises rests on the same foundation the partnership was built on.
"Mainly, it's because of the relationship we have with Telnyx," he said. "Yes, price-wise, Telnyx is very competitive, and that's an added value. But for a contact center, that's only part of the cost of operating. It's not the main reason a client will choose between telco A and telco B. What we need is to make sure we have a reliable partner we can communicate with, so we can deliver a solution to our client together."
