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CBTS supports clients with white glove service

White glove service is a core pillar at CBTS that begins with consulting, continues with deep dive discovery, and concludes with on-site implementation and dedicated project management.

Our team of 700 certified engineers is large enough to deliver diverse solutions across a wide range of industries, yet has the flexibility to architect and implement custom solutions for clients of all sizes.

We recently worked with a full-service staffing and recruiting firm that was struggling to manage a disparate network of voice applications, and experiencing uneven call quality across its eight locations across the country.

The CBTS solution – a fully managed and hosted software-defined wide area network (SD-WAN) architecture built on VeloCloud – now supports consistent, high quality voice calling throughout all of this client’s locations, and integrates cloud-enabled data apps.

But the solution is only part of this story.

White Glove Consulting

The CBTS approach to consulting is a critical differentiator in this and countless other examples. For certain clients seeking to revamp their networks, CBTS might recommend SD-WAN technology, or alternatively, either Multiprotocol Label Switching (MPLS), Virtual Private Local Area Network service, or hybrid networks.

For this client, CBTS recommended an SD-WAN solution from VeloCloud. VeloCloud’s solution features linear architecture that supports onboarding new sites in under a month, with high-quality voice and data streaming among multiple locations. In contrast to most other solutions in the SD-WAN market, VeloCloud uses technology called “packet replication and remediation,” which enables packets streamed across the Internet to arrive at their destination for reassembly in the correct order.

And unlike most SD-WAN solutions, VeloCloud provides gateways between the data center and multiple cloud exchanges for easy adoption and deployment of Software as a Service (SaaS) apps such as Voice over Internet Protocol (VoIP), email, and customer relationship management (CRM) solutions like Salesforce.

Deep Dive Discovery

The CBTS approach to deep-dive discovery is another key component of white glove service. In this process, CBTS takes an extensive look at the organization’s current and future IT needs.

CBTS discovered that the staffing and recruiting firm had combined two less than ideal approaches to networking. Some company locations communicated through Virtual Private Network (VPN) tunnels over the Internet, resulting in slow voice and data connectivity, whereas other sites relied on costly Ethernet private lines. End-to-end network visibility was not possible with both of these architectures in place.

The migration to VeloCloud supports a fully managed, hosted voice and data network with reliable quality of service. The client pays an affordable monthly fee for the service. CBTS handles network move, add, and change requests at no extra cost.

On-Site Implementation, Dedicated Project Management

At CBTS, white glove service also includes supporting hardware implementation by IT professionals, which alleviates pressure on our clients’ internal IT Organizations. CBTS hires IT resources who are deeply knowledgeable about the equipment and qualified to perform all configuration and troubleshooting.

Indeed, the entire process – from design to implementation – is managed by a dedicated CBTS project manager who is specifically tasked with overseeing scheduling and all other aspects of deployment and maintenance. Consequently, each customer can depend on a single point of contact for issues that surface.

Want to find out more about deployment of the VeloCloud SD-WAN solution for this client? Read the case study here.

CBTS offers broad expertise across practices

The IT professionals at CBTS have broad expertise across multiple practices: Communications, Cloud Services, Infrastructure Solutions, and Consulting Services. This allows CBTS to engineer and implement solutions that are tailored to meet customer needs.  

CBTS clients include Fortune 20 and Forbes Global 2000 companies. We serve organizations in all verticals, including Education, where we recently demonstrated our broad expertise and customized approach with client Morehead State University (MSU).  

MSU serves nearly 11,000 undergraduate and graduate students from 41 states and 31 countries, and operates a main campus and regional campuses throughout eastern Kentucky. MSU engaged CBTS while moving to a universal communications infrastructure that integrates voice, video, and data. The solution also reduces costs across MSU’s five branches. 

MSU invested in a cloud-enabled collaborative communications system from Cisco, which CBTS fully manages.  

Lower Costs for Voice Calling  

The new solution allowed MSU to move from an antiquated analog PBX system into the Hosted Enterprise Unified Communications (UC) solution from CBTS, which features a utility based pricing model and consistent experience across MSU’s footprint. The solution includes 1,500 Cisco handsets with charges billed per phone on a monthly basis, which creates a predictable pricing model. 

This solution is also driving more collaboration and greater productivity among MSU’s faculty and other staff.  

Woman at computer

Additional Collaborative Tools 

Hosted Enterprise UC from CBTS features a full suite of unified communication apps from Cisco, including telephony, messaging, softphone, instant messaging (IM) and presence, video, conferencing, and more.  

CBTS also incorporated a centralized SIP trunking system for MSU, which provides a secure digital PBX environment. Other components include a call manager and call centers. CBTS provided all network design, installation, training, and monitoring for the unified cloud infrastructure, and handles remote monitoring and management. 

MSU is just one example of how we have broad expertise throughout the IT landscape.  There are many more examples like this with other technologies such as cloud, consulting and infrastructure. 

Want to discover more about the fully managed networks at MSU? Read the case study here. 


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CBTS is a proven, experienced partner

When the State of Ohio wanted to upgrade its antiquated phone system and adopt a more innovative and collaborative communications technology, it turned to experienced partner CBTS. 

CBTS partners with organizations across a wide range of industries in the private sector throughout the United States and Canada, and our clients include Fortune 20 and Global 2000 corporations.  

The skyline of downtown Columbus, Ohio reflected in the Scioto River. This background perfectly positioned CBTS to support the State of Ohio, a complex governmental organization in its own right that serves 88 counties, 611 individual school districts, and 14 four-year public universities with 24 branch campuses. The CBTS Communications Practice subsequently designed and deployed an award-winning hosted unified communications system for the State of Ohio that brought an estimated cost savings of $6.8 million during its first 24 months alone.  

Since then, CBTS has partnered with the Commonwealth of Kentucky and the State of Indiana as we continue to showcase our strength as a proven, experienced partner to organizations in all verticals, in this case Government. 

Expertise and Agility 

Requirements vary considerably among customers based on numerous factors, including the industry and size of the organization. An auto insurance firm with 400 workers has very different requirements than a healthcare facility employing thousands. So how does CBTS manage to partner so well across such a diverse clientele? 

There are two key reasons, says Dave Absalom, practice principal at CBTS. First, the CBTS engineering staff of approximately 700 professionals delivers an extensive range of skill sets and vertical market know-how. Second, the size of the CBTS staff provides the necessary agility to deliver differentiated solutions.  

The vast majority of the State of Ohio’s 55,000 employees previously used antiquated and sometimes disparate phone systems. These legacy systems were costly to maintain and were approaching – or far beyond – the end of their technical life. In fact, some agencies were leveraging eBay for parts. 

CBTS engineered a unified communications system, internally dubbed the Next Generation Telephony Service (NGTS) that brought the State of Ohio into the mainstream of IP telephony. NGTS is available to all Ohio funded agencies, higher educational institutions, local governments, and K-12 schools.  

CBTS collaborated closely with several state agencies, along with technology partners including Cisco and VMware, in designing and supporting the new VoIP system, which it installed and manages proactively.  In 2016, the National Association of State CIOs recognized the CBTS-led team with a first-place award for Information Communication Technology Innovation.  

Compelling Cost Savings 

The solution has also delivered significant cost savings and efficiencies across multiple organizations.  Prior to implementation of the unified communications system, the State of Ohio received a separate phone bill for each of the 38 agencies, with phone calls billed at five cents each. Now, the state pays a single, more affordable rate on an OpEx basis.  

The state’s old infrastructure also required three IT professionals at each of the 38 state agencies just to administer the various PBXes. Today, it takes only three state employees to monitor and manage the entire hosted communications system.  

 On to More State Partnerships 

CBTS has subsequently partnered with the Commonwealth of Kentucky and the State of Indiana. The State of Indiana deployment features a brand new unified communications system.  In the case of the Commonwealth of Kentucky, CBTS purchased an already constructed unified communications architecture from the state, and now rents it back to the government on a monthly pay-as-you-go basis. 

Whether you’re a public or private organization, CBTS would be pleased to learn more about your business and leverage our expertise as a proven, experienced business partner to help you grow and thrive. 

To find out more about the CBTS partnership with the State of Ohio, read this case study.

Access insights and expertise from CBTS blog

City Sky scrape CBTSCBTS is pleased to introduce our new blog that will provide you with access to IT thought leaders across the country. We are launching this blog in conjunction with the new CBTS web site, which reflects our expanded national and international footprint following the 2017 acquisition of OnX Enterprise Solutions.

Over the coming weeks and months, this blog will bring you a mix of content that provides internal and external perspectives on current topics that matter most to IT professionals.

CBTS internal experts will provide regular commentary on the challenges our clients face – particularly in the healthcare, retail, government, and education verticals. We will draw on the expertise that comes with serving companies of all sizes – including dozens of Fortune 500 and Global 2000 customers – across verticals.

For example:

  • CBTS has a long relationship with a Fortune 20 global manufacturer and is delivering cloud-based solutions that allow this client to run in an efficient, nimble, and productive way.
  • CBTS is partnering with several large, multi-site health care organizations to deliver solutions that help improve patient outcomes in this complex, heavily regulated operating environment.
  • CBTS is providing network and communications solutions to support mission-critical voice, collaboration, sales, customer care, and Internet applications for companies including a Fortune 100 beverage manufacturer.
  • CBTS consultants and app developers created and now maintain an industry-leading digital rewards program for a Fortune 100 financial services company.
  • CBTS has deep experience in the government/education space, and manages cloud-based communications platforms for the States of Ohio, Indiana, and Kentucky.

We’ll also bring you Q&As with IT leaders at large enterprise organizations; we’ll spotlight startups and companies that are innovating in healthcare, retail, and other verticals; and we’ll provide thought leadership from experts on mission-critical topics like security, as well as emerging technologies such as blockchain, artificial intelligence, and machine learning.

Ultimately, we want this blog to help you think about your own business in a new way, and provide valuable insights into the current IT landscape.

You’ll see that we’ve already posted some great content. And over the next two weeks, we’ll give you some perspective on our five CBTS pillars:

After that, we will begin to connect you with internal and external experts throughout the IT space. We also want your feedback and suggestions.

Please contact us to share your thoughts.


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OnX has joined the CBTS Family

CBTS awarded Cisco Master of Security Certification

OnX, a CBTS company, is pleased to announce that it has been awarded the prestigious Cisco Master of Security Certification.

The certification includes the following Cisco practice areas:

  • Next Generation Firewall (NGFW)
  • Next Generation IPS (NGIPS)
  • Policy and Access
  • Web and Email Security
  • Advanced Threat

To achieve the Cisco Master of Security Certification, OnX, a CBTS company, had to show their exact understanding of individual Cisco security practices, as well as demonstrate a deep understanding of how those practices should function as a cohesive set of solutions. The OnX team also had to showcase current examples of successful projects in which we have integrated multiple security solutions.

No other Cisco specialization or certification demands such extensive proof of the partner’s design and implementation capabilities.

“We value our strong relationship with Cisco, and this recognition reflects our expertise in deploying a wide range of Cisco security solutions to meet our customers’ evolving needs in this complex, mission-critical space,” said Paul Khawaja, Senior Vice President OnX Canada. “OnX, a CBTS company, is proud to deliver world-class Cisco solutions in the areas of secure access and mobility, edge, and branch security, along with data center and cloud security.”


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OnX has joined the CBTS Family

OnX has joined the CBTS Family

It is the beginning of an exciting new period in the histories of CBTS and OnX Enterprise Solutions.

On Oct. 2, CBTS and OnX combined to create a company with more than 1,500 employees and over 2,800 technology certifications. The new organization, which will be known as CBTS, serves 2,400 clients in North America and Europe.

You may wonder what this combination means.

CBTS and OnX are now able to join resources and expertise to supply our customers with the technology consulting services required to build and integrate cloud, on-premises, and intelligent network solutions. The benefits to clients include significantly improved operational efficiency, mitigated risks, and reduced costs.

Together, CBTS and OnX boast a unique hosted and managed services portfolio. The combined company’s enhanced capabilities include managed cloud computing and data center services, and end-to-end communications services with subject matter expertise in support of sales, installation, operation, and maintenance.

This positions us to provide deep industry and market knowledge in cloud, security, and infrastructure needs, enabling our customers to move ahead of the technology adoption curve and gain a competitive edge.

CBTS President Scott Seger said, “We are excited to have OnX’s talented team join the CBTS family and look forward to the opportunities ahead as we go to market with our combined platform as a hybrid IT solutions provider. The combined company will have a truly differentiated offering for clients and will set us apart in a competitive industry. Further, our enhanced scale will give us the financial flexibility to make strategic investments in the business, including new products, services, and people to ensure CBTS continues to provide industry-leading solutions to clients.”

Welcome to our new colleagues at OnX. We look forward to paving the way at the cutting-edge of cloud, security, and infrastructure to serve our clients.


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CIO Review names CBTS to Top 20 UC List

CIO Review has named CBTS to its list of the 20 Most Promising Unified Communications Solution Providers for 2017, and is featuring an interview with Chief Technology Officer Tom Simpson in its March edition.

In an interview with CIO Review, Simpson discussed three key CBTS services:

  • Enterprise Hosted Communications Solution: EHCS is built on Cisco’s HCS product and is a fully hosted and managed solution that provided enterprise-grade voice, video and business communications services.
  • Network as a Service: A fully managed solution that provides customers with a simple, scalable method to offload the complex task of maintaining and securing a commercial network.
  • SD-WAN: A solution that allows businesses with multi-site locations to support mobile workforces while reducing the need for expensive MPLS connections.

The story also highlights CBTS’ work with the State of Ohio, where our Next-Generation Telephony Service (NGTS) solution has saved the State $5.3 million in the first 18 months of use while providing a suite of collaboration tools that mark a significant upgrade from the State’s previous system.


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Cisco Certifies CBTS as UCCE Partner

CINCINNATI, Feb. 29, 2016 — Cisco has named CBTS as one of its Unified Contact Center Enterprise (UCCE) Partners in the United States. As an Authorized Technology Provider for Cisco UCCE solutions, CBTS adds Cisco’s most exclusive designation to its already broad portfolio of certifications.

CBTS is committed to serving as a strategic partner for enterprise businesses that want to offer their customers a dynamic, world-class contact center experience, which can increase customer satisfaction and overall business profitability. Earning Cisco’s UCCE certification further strengthens CBTS’ ability to execute on this commitment.

“As a Cisco UCCE Partner, we can provide enterprise customers a range of innovative solutions for their contact centers,” said Al Early, VP and Principal, Consulting Services at CBTS. “This certification – when combined with our existing deep expertise in other applications – further differentiates CBTS in the market.”

Enterprise businesses are increasingly investing in customer contact centers and moving toward “Omni-channel” solutions that facilitate interactions across a variety of platforms – including voice, video, instant messaging and e-mail. As a Cisco UCCE Partner, CBTS can deliver to enterprise customers both the technology infrastructure and the necessary applications to create this environment.

“Our enterprise business customers want to provide an engaging service experience where interactions with their own customers occur on multiple platforms,” said Early.  “They recognize that a great contact center experience strengthens their brands, and ultimately adds value to their businesses.”

CBTS can leverage Cisco’s UCCE solutions across a variety of contact center models. This includes creating a premise-based solution; delivering a managed services solution across several properties; and providing a cloud offering.

For more information on CBTS and its full suite of business solutions, go to

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