SOURCE: Fruition Partners

Fruition Partners

March 18, 2013 08:07 ET

Fruition Partners Brings Voice and SMS Capabilities to ServiceNow With the Release of TeleBridge 2013

New Cloud-Based Telephony Software Lets IT Departments Scale Big While Paying Only Pennies for Voice and Text Messaging Features in Their Service Apps

CHICAGO, IL--(Marketwire - Mar 18, 2013) - Fruition Partners, the leading provider of technology-enabled services for the IT Service Management (ITSM) sector, today announced the launch of TeleBridge 2013, a ground-breaking telephony software that extends the ServiceNow® platform to include new voice and Short Message Service (SMS) capabilities. By combining the scalability and low cost of Twilio's cloud-communications infrastructure with the flexibility and wealth of metadata already available in the ServiceNow Service Automation Platform, TeleBridge 2013 enables organizations to build next-generation voice and SMS-enabled business applications quickly and cost-effectively.

As a premier ServiceNow integration partner, Fruition Partners provides solutions to address every phase of the ITSM lifecycle. From completely managed services to custom integrations, Fruition Partners helps define, automate, educate and extend cloud-based IT services. TeleBridge 2013 is the latest example of Fruition Partners' dedication to helping IT departments improve efficiencies and lower costs by elevating popular service management features like phone and text messaging to the cloud.

"With TeleBridge 2013, we are providing a compelling alternative to existing solutions like xMatters that competes on both price and performance. Fruition has taken what we've learned as cloud integrators and built a product organizations can use to deliver entirely new phone-enabled capabilities," said Marc Talluto, Fruition's CEO. "Our pilot testing with early customers showed you could rely on this product to support applications ranging from call center IVRs to emergency notification systems."

Unlike traditional telephony solutions that involve complex networking, limited channels and scarce phone numbers, TeleBridge 2013 is radically different. Offering built-in support for Twilio, the cloud API that enables phones, VoIP and messaging to be embedded into web, desktop and mobile software, TeleBridge 2013 offers users greater scalability and elasticity to build intelligent, powerful communications systems with no capital expenditure.

TeleBridge 2013 also provides the same development tools used throughout the ServiceNow Service Automation Platform, enabling developers to take full advantage of the Platform-as-a-Service model and existing ServiceNow features like Group On-Call Rotation. By leveraging existing assets, including user and group metadata and business logic in ServiceNow, TeleBridge 2013 ensures the proper on-call technician is reached when a server or application goes down. All calls and SMS messages are represented as records within a simple table structure so that IT Service Management professionals can easily attach workflows to them. Offering more than 20 new voice and SMS workflow activities, organizations can guide callers through choice menus, read details of a record, or give system administrators the power to restart servers over the phone by incorporating ServiceNow's Runbook Automation activities. 

"Using TeleBridge's tables and workflow activities, Infinite has built an entire call routing application for 'iTaaS,' our customer service desk offering. We have also reduced telephony costs by leveraging the soft phone," said Chandrashekar Ramdas, Assistant Vice President with Infinite, a global IT service provider. "Combined with the support tickets and personnel metadata already in our instance, we can provide a very compelling support experience at lowered costs."

TeleBridge 2013 is provided under a License & Maintenance agreement which provides access to ongoing upgrades, ServiceNow compatibility and support from Fruition Partners' Managed Services experts. Fruition Partners will demo TeleBridge 2013 at Knowledge13 in Las Vegas, May 12-16, 2013 -- the largest gathering of IT professionals using cloud services for enterprise IT service automation.

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About Fruition Partners
Fruition Partners is a technology-enabled services firm focused on elevating IT service management to the cloud. The company combines practical experience with technology-enabled tools and services to help organizations attain sustainable success throughout the entire ITSM process. With more than 300 ServiceNow implementations to its credit, Fruition is the premier partner of the leading enterprise IT cloud company. Fruition's depth of experience and team of 150 cloud-integration experts, accelerate service management to the cloud and ensure clients experience the cost and performance benefits quickly and easily. The company is a trusted partner to some of the world's most respected organizations including Coca-Cola, General Electric (GE), Delphi, Fox, Target, Tiffany & Company, Viacom and Yale University. For more information on Fruition Partners visit or follow the company on Twitter @FruitionPartner.

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