Bandwidth Aims to Bust CIO Challenges with Maestro

The new software connects voice apps with UC, CX, and AI platforms

Unified CommunicationsLatest News

Published: March 27, 2023

James Stephen

Technology Journalist

Bandwidth Maestro has been released to facilitate voice app integrations with unified communications (UC), customer experience (CX), and artificial intelligence (AI) platforms.

Described by Bandwidth as a “first-of-its-kind” cloud communications platform, Maestro has been designed to help chief information officers (CIOs) integrate real-time voice applications, resulting in improved customer and employee experiences.

Bandwidth announced the new platform today at the Enterprise Connect Conference and Expo, where Maestro has been named a finalist for the “Overall Best of Enterprise Connect” and “Best Innovation in Customer Experience” awards.

John Bell, Bandwidth’s Chief Product Officer, said:

“We feel the pain of enterprise CIOs trying to integrate best-in-class, real-time voice apps across their unified communications, cloud contact centre and AI platforms, which can take months or even years and a lot of investment to reach full interoperability.

“That’s why we’re putting enterprises at the centre, with an open strategy that enables organizations to benefit quickly from new capabilities that drive cost savings and a better customer and employee experience. With Maestro, Bandwidth is truly the new one-stop shop for global enterprise cloud communications.”

UC Today’s David Dungay spoke to Travis Hinton, Sr. Director, Product Marketing, Bandwidth onsite at Enterprise Connect (video above).

Bandwidth Maestro will enable businesses to customise communications workflows and add CX and AI capabilities, including conversational AI, fraud detection using machine learning, text-to-speech, and speech-to-text.

Maestro will become fully available in the third quarter of 2023. Its addition to the Bandwidth portfolio strengthens the company’s aim of being a universal platform for Global 2000 enterprise cloud communications customers.

Maestro has been designed to solve the major challenges faces faced by CIOs, which Bandwidth has learnt from its customers and experience as a UC and contact centre solutions provider.

Essentially, CIOs need to add new capabilities which speed up cloud migrations to improve customer and employee experiences. Simultaneously, however, they need to ensure operations are streamlined, costs are kept down, and disaster recovery is enhanced, while not being beholden to one particular vendor.

Switching from on-premises equipment to the cloud is generally viewed as a long and complex operation.

According to Bandwidth, the main option before Maestro was legacy SIP, requiring enterprises to add communications tools one at a time. The only alternative is getting locked into an all-in-one cloud contact centre solution.

Maestro integrates with “customer-selected” UCaaS, CCaaS, and AI applications. It is also easy to configure with visual builder software.

The platform operates on the Bandwidth Communications Cloud, which spans over 60 countries and more than 90 percent of global GDP.

As a result, complex global call flows can be managed from a user-friendly interface with the ability to rapidly change communications traffic between applications.

Key Capabilities of Maestro

The key capabilities of Maestro include easy migrations from on-prem to CCaaS and UCaaS using Bandwidth’s Duet integrations. UC Today explored the global scaling which can be achieved with Operator Connect via Bandwidth Duet for Teams.

Greater contact center customer experiences can be achieved using integrations to conversational AI platforms, plus text-to-speech and speech-to-text tools.

Fraud can also be reduced using Maestro through machine learning capabilities, which provide call verification and spoof-likely scores.

Call flows can be customised to integrate vendor platforms, as well as automation management via a visual workflow builder.

Deploying Bandwidth’s Communications Cloud ensures global communications consistency and facilitates integrations with other carriers.

Customer insights can be leveraged using dashboards and inbox alerts to troubleshoot and monitor through call and message responses, call logs, and quality indicators.

Bandwidth believes the platform makes it easier and cheaper for CIOs to operate while increasing end-user productivity.

At the time of launch, Maestro will offer full PSTN replacement in 38 countries, Microsoft Teams Direct Routing, Operator Connect for Microsoft Teams, RingCentral MVP, Cisco Webex Calling, Zoom Phone, Google Dialogflow, Pindrop, Speech-to-text and Text-to-speech platform from Microsoft, Google, and Amazon (with which Bandwidth recently extended its partnership), and more.

 

 

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