CLOUD VOICE EXCHANGE
Modern voice solutions for efficient business communication.
Calling plans
What is CVX?
Cloud Voice eXchange (CVX) is our highly available cloud voice platform, powered by Access 4, that integrates disparate communication platforms into a cohesive, cost-effective solution via Generation-e. We provision, manage and support all elements of the solution for that peace-of-mind experience across critical business systems, with a complete solution set that meets all your business requirements.
CVX provide PSTN Carriage Services for new numbers or to port existing numbers. CVX supports:
- Microsoft Teams Phone – Operator Connect or Direct Routing.
- CXone Contact Centre – world’s leading cloud contact centre platform.
CVX also provides supplementary services to round off your communication needs and fill-in any gaps. Our extensive range of complimentary services and integration capabilities include analogue devices, basic IP telephony, cloud fax, call recording, and more.
No on-premises hardware footprint; no need to maintain or procure any infrastructure.
Per-channel licensing options – significant cost savings compared to traditional per-user licensing.
Trans-Tasman Calling Packs option - outbound call minutes usable across both Australia and NZ.
PAYG option – license for channels only and pay low calling rates for minutes used.
Telco Bill Analysis
Are your calling costs spiralling out of control?
The more voice services you have, the harder it is to manage spending, leading to potential hidden fees and excessive costs. Through a Generation-e Bill Analysis, we'll handle the work, offering clear savings insights and a tailored plan to optimise your spend.
We find it’s not unusual for customers to get up to 50% off their monthly spend.
To begin, all we require is two months of your company phone bill. Rest assured, we're willing to sign a non-disclosure agreement for your data security.
- The problems we solve
- How we help
- Seamless Integration
- Transitions
- Outcomes you can expect
- Options
- Solution sets
The problems we solve
Legacy PBX and ISDN no longer suit a distributed workforce, and running a separate phone system alongside Teams means duplicate cost, two admin consoles and staff toggling between apps. But turning on calling in Teams isn’t just a licence: get connectivity, number porting, call routing or resilience wrong and you inherit poor call quality, dropped calls, data-sovereignty gaps and callers left waiting. Many carriers sell a plan; few can advise on the right connectivity model, port numbers cleanly, integrate to your estate and stand behind call quality at enterprise and government scale.
How we help
We bring PSTN calling into Microsoft Teams the right way for your business . Operator Connect for fast, carrier-managed deployment, Direct Routing where you need control, survivability and legacy interop, or Microsoft Calling Plans where they fit . recommended for your estate rather than assumed. As a Microsoft Solutions Partner with Calling as a specialisation, we handle licensing, number management and porting, call-quality assurance, and features like Teams Premium, the Queues app and Copilot for calling. Our Cloud Voice eXchange platform delivers resilient, highly available voice, and because we don’t disappear at go-live, M-Serv managed support keeps it running.
Seamless Integration
CVX seamlessly integrates with UCaaS, CCaaS, and other voice-dependent platforms, reducing complexity and cost while ensuring scalable, universal voice services for your business needs.
Transitions
CVX allows you to keep your current phone numbers when transitioning and seamlessly works with a vast array of PBX, contact center, and cloud services, ensuring compatibility and flexibility.
Outcomes you can expect
- Consolidate phone system and collaboration into Teams, one platform, one directory, one admin experience.
- Reduce cost by retiring legacy PBX, ISDN and duplicate carrier contracts.
- High call quality and resilient voice with Cloud Voice eXchange.
- Clean number porting and management with minimal disruption.
- The right connectivity model: Operator Connect, Direct Routing or Calling Plans: advised, not assumed.
Options
Solution sets
Direct Routing: certified SBC-based calling for control, complex call flows, site survivability and analogue or legacy-PBX interop, with local infrastructure to protect call quality and data sovereignty.
Microsoft Calling Plans: where Microsoft’s first-party plans are the best fit, we licence, provision and support them, and mix models across one tenant when that suits your sites.
Number management and porting: port PSTN, ISDN, mobile and VoIP numbers cleanly, manage ranges and DIDs, and plan cutover to keep the business calling.
Cloud Voice eXchange: Generation-e’s own voice platform for resilient, highly available calling, with call quality monitored and tuned: not left to chance.
Teams Premium and Queues app: advanced calling: the Queues app for call handling and reporting, plus Teams Premium capabilities for front-of-house teams.
Copilot for calling: AI in voice with Copilot for call summaries, action items and recaps: making calls a productive, searchable part of the Microsoft 365 workflow.
Migration from legacy PBX and managed support, structured migration off ageing PBX and ISDN, then 24×7 ITIL-aligned M-Serv and FlexCredits to keep voice reliable and costs predictable.
Frequently Asked Questions
- CVX is a multi-platform, subscription-based service with flexible licensing options, including user based, channel-based and simultaneous-call licencing to suite varying organisational requirements.
- Details of available licensing options for each platform is available. Contact us to find out more.
- We can cater to bespoke terms, but preferential pricing is based on a three-year agreement.
Each CVX tenant can be configured with one of the two outbound calling options:
- PAYG - outbound calls billed at contracted rates
- Included Calls - includes fixed number of Trans-Tasman outbound call minutes.
- Each Included Calls channel provides a fair use inclusion of 1000 minutes to fixed landline and 500 minutes to mobile per month. Minutes are usable across both Australia and New Zealand, a very favourable setup for organisations with Trans-Tasman calling requirements.
- For channels, this is a shared pool inclusion. For example, 100 channels will provide your organisation with 100K minutes to fixed landline and 50K minutes to mobile, per month
- In our experience, all “unlimited calling” inclusions have a “fair use policy” fine-print somewhere, or the inclusions are unnecessarily high such that you pay a premium for inclusions that are never realised.
- Our calling minute inclusions strike a balance between actual usage and costs based on typical customers. This is also why we always recommend you/we analyse your existing bills to provide some insights into your usage patterns.
- The inclusions have been crafted such that most customers with typical usage should never exceed them. However, we understand that there are exceptions to typical, and that’s why an understanding of your existing usage is always the best starting position so we can right-size to your needs.
- Where the fair-use policy inclusions have been over-run, we will look at the intended use. If within the usage policy conditions and the over-run is an anomaly for a month, we will advise you of this. If the over-run is more systemic, you will be asked to increase your channel count accordingly. Generation-e Cloud Voice eXchange
- There is no intent to bill for past usage in excess of the policy limit, (as long as you are not in breach of your contracted usage policy, e.g., not in an outbound mass-calling scenario).
- No, these are calculated separately along with any porting charges. DID costs for the typical customer are generally negligible.
- Australia and New Zealand for DIDs and ITFS (toll-free), expanding soon to a more global presence by end of CY 2024.
- Inbound Toll-Free numbers are available today for US, UK, Hong Kong, Singapore and India
- CVX servers are stored in secure Australian datacentres: NextDC (M1), Polaris and Equinix (SY3).
- Local voice PoPs in Melbourne, Sydney, Auckland and Wellington with Trans-Tasman Backhaul and multiple Carrier POIs.
- Traffic is TLS encrypted; full security and infrastructure details can be provided upon request.
- Yes, we can. In most cases, analogue devices can be registered to the CVX platform via a wide range of supported analogue gateway devices (IAD/ATA). Generally, these can be your existing analogue gateways, however further discovery is recommended.
- Faxes can also be migrated to our Fax to Email service if desired.
Yes, depending on the underlying platform. Microsoft Teams requires devices that are either Teams-certified or compatible with Microsoft SIP Gateway. The CVX BroadWorks and UC Xpress solutions. However, can support a wide range of existing SIP devices, allowing you to extend your ROI and simplify your cloud migration journey.
- No, CVX currently does not support BYO Carriage.
- Yes, we can set up a trial for you to test the calling platform for up to 30 calendar days. The trial will include up to 5 x PAYG channels, 5 x DIDs and up to 100 minutes of outbound calling to landline/mobile. Trial eligibility and conditions are at Generation-e’s discretion.
- A large range of CRMs can be integrated with the CVX platforms for screenpop and other features
such as data memorialisation. Please contact your Generation-e representative for more details.
Talk to us about cost-effective calling solutions for your organisation.
Take the next step and connect with us today to discover more!