Fanatics
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From emergency fix to long-term partner: a story of global telephony done right
Key Details
Company:
Fanatics
Industry:
Retail & Entertainment
Challenge:
Vendor compliance failure led to the telephony outage in Japan
Product:
Phone numbers, two-way voice services, and Genesys AppFoundry integration
Customer
Fanatics is a global leader in licensed sports merchandise and fan experiences, operating contact centers across North America, Europe, and Asia-Pacific, including a dedicated team in Japan. With a 24/7 operation and a strong cultural commitment to service quality across numerous markets, Fanatics requires telephony infrastructure that is reliable, compliant, and scalable to support its rapid business growth.
Challenge
Fanatics’ Japan contact center relied on a long-standing telecom vendor to manage its national numbers. When regulatory changes in Japan were introduced, the vendor failed to notify Fanatics or ensure compliance – resulting in all inbound contact center phone numbers being shut down for three to four days. With no inbound calls reaching the Japan Operations team, business execution was severely disrupted. A persistent voice latency issue on the Japan trunk later compounded the problem, despite extensive troubleshooting.
Solution
Through the Genesys AppFoundry marketplace, Fanatics identified DIDWW as a compliance-focused international carrier with a verified presence in Japan. Within a single day of signing, DIDWW handled all regulatory documentation and had new Japanese numbers fully operational.
As the relationship grew, DIDWW’s support team stepped in to configure a dedicated SIP trunk directly within the Genesys platform – a process that turned out to be far simpler than expected, thanks to hands-on guidance throughout. The trunk delivered an immediate fix to the latency issues that months of internal troubleshooting had failed to resolve.
Proactive regulatory update notifications, an intuitive self-service portal, and round-the-clock support made DIDWW a natural fit for a business that simply cannot afford disruption.
Partnering with DIDWW proved to be the right call at a critical time. From the moment we signed on, everything was up within a day. The platform is very intuitive – it just works. And as a business, we simply have no reason to look elsewhere.
Nigel Ponds
Sr. Global Director of Resource Planning and Telephony at Fanatics
Results
- Restored full inbound telephony for the Japan contact center within one day of engaging DIDWW.
- Eliminated persistent voice latency that had affected the Japan team for months.
- Expanded DID coverage in Japan and added numbers in Germany to support growing operations.
- Full self-service control via an intuitive portal, rated best-in-class against other vendors Fanatics uses.
- Proactive regulatory notifications from DIDWW ensure ongoing compliance – the exact gap that caused the original crisis.
- Support tickets resolved in minutes, backed by a consistently responsive team and zero downtime since onboarding.
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See what our partners have to say about our quality and commitment
“DIDWW played a pivotal role in overcoming several telephony challenges we faced in the APAC region. Their exceptional support throughout—and following—our accelerated rip-and-replace initiative has been unmatched. Furthermore, their user interface streamlines the purchasing and provisioning of new numbers, making the process virtually seamless. As a result, we plan to continue expanding our international contact centers with DIDWW as our primary carrier.”
"For a CCaaS platform provider, like us, quality of communications is so important. We are very happy with DIDWW's DID and voice services, as they are helping make the customer experience in our VCC 360 solution seamless. Making our services more widely accessible from browsers can never compromise voice quality, and DIDWW is a great partner in ensuring this."
“Considering the growth rate of the Teltonika company group, it is important to ensure that the newly appointed employees can easily and efficiently reach our partners around the world. This has been achieved with the help of the DIDWW team by deploying their communications solution across all Teltonika offices in 22 countries.”
“An important part of our customer portfolio is active outside of Belgium, hence we were looking for a unified communications solution to implement across multiple geographies. With customers present in 30+ countries, this partnership has opened doors and possibilities for Cloud Group by expanding our target markets outside of our local presence.”
“Through our strong partnership with DIDWW, we are able to offer reliable and innovative VoIP communication services to our valued customers. With our extended global reach, secure cloud-based solutions, and dedication to customer satisfaction, we can meet unique business requirements, promoting their success and facilitating international growth.”
“Always with the best disposition to serve us, DIDWW has helped us in fulfilling our customer’s needs, when it comes to provide them with the numbering solutions, when most of the time the requests get to us as urgent ones. Apart from everything else, it’s also fun and easy to work with DIDWW.”
“We had a very fast integration with our IP voice system and their accessible and open procedures helped us reach our goals. During our contact center transition from an in-house solution to outsource solution, there weren’t any outages. The onboarding process was simple, fast and with substantial assistance.”
“Virtual numbers and Phone Systems are essential parts of our offering, therefore DIDWW is one of the key components in our infrastructure. They have great support and high quality service. We became a client of DIDWW when we were very small, but still were treated in a proper way and were able to discuss business conditions, which helped our growth.”
“DIDWW has helped to facilitate our migration to the INVADE ‘Dialler as a Service’ model by making it simple and cost effective for us to manage all of our client’s SIP requirements in-house. They share our vision and we value their partnership.”
“DIDWW has helped to facilitate our migration to the INVADE ‘Dialler as a Service’ model by making it simple and cost effective for us to manage all of our client’s SIP requirements in-house. They share our vision and we value their partnership.”
“DIDWW played a pivotal role in overcoming several telephony challenges we faced in the APAC region. Their exceptional support throughout—and following—our accelerated rip-and-replace initiative has been unmatched. Furthermore, their user interface streamlines the purchasing and provisioning of new numbers, making the process virtually seamless. As a result, we plan to continue expanding our international contact centers with DIDWW as our primary carrier.”
"For a CCaaS platform provider, like us, quality of communications is so important. We are very happy with DIDWW's DID and voice services, as they are helping make the customer experience in our VCC 360 solution seamless. Making our services more widely accessible from browsers can never compromise voice quality, and DIDWW is a great partner in ensuring this."
“Considering the growth rate of the Teltonika company group, it is important to ensure that the newly appointed employees can easily and efficiently reach our partners around the world. This has been achieved with the help of the DIDWW team by deploying their communications solution across all Teltonika offices in 22 countries.”
“An important part of our customer portfolio is active outside of Belgium, hence we were looking for a unified communications solution to implement across multiple geographies. With customers present in 30+ countries, this partnership has opened doors and possibilities for Cloud Group by expanding our target markets outside of our local presence.”
“Through our strong partnership with DIDWW, we are able to offer reliable and innovative VoIP communication services to our valued customers. With our extended global reach, secure cloud-based solutions, and dedication to customer satisfaction, we can meet unique business requirements, promoting their success and facilitating international growth.”
“Always with the best disposition to serve us, DIDWW has helped us in fulfilling our customer’s needs, when it comes to provide them with the numbering solutions, when most of the time the requests get to us as urgent ones. Apart from everything else, it’s also fun and easy to work with DIDWW.”
“We had a very fast integration with our IP voice system and their accessible and open procedures helped us reach our goals. During our contact center transition from an in-house solution to outsource solution, there weren’t any outages. The onboarding process was simple, fast and with substantial assistance.”
“Virtual numbers and Phone Systems are essential parts of our offering, therefore DIDWW is one of the key components in our infrastructure. They have great support and high quality service. We became a client of DIDWW when we were very small, but still were treated in a proper way and were able to discuss business conditions, which helped our growth.”
“DIDWW has helped to facilitate our migration to the INVADE ‘Dialler as a Service’ model by making it simple and cost effective for us to manage all of our client’s SIP requirements in-house. They share our vision and we value their partnership.”
“DIDWW played a pivotal role in overcoming several telephony challenges we faced in the APAC region. Their exceptional support throughout—and following—our accelerated rip-and-replace initiative has been unmatched. Furthermore, their user interface streamlines the purchasing and provisioning of new numbers, making the process virtually seamless. As a result, we plan to continue expanding our international contact centers with DIDWW as our primary carrier.”
"For a CCaaS platform provider, like us, quality of communications is so important. We are very happy with DIDWW's DID and voice services, as they are helping make the customer experience in our VCC 360 solution seamless. Making our services more widely accessible from browsers can never compromise voice quality, and DIDWW is a great partner in ensuring this."
“Considering the growth rate of the Teltonika company group, it is important to ensure that the newly appointed employees can easily and efficiently reach our partners around the world. This has been achieved with the help of the DIDWW team by deploying their communications solution across all Teltonika offices in 22 countries.”
“An important part of our customer portfolio is active outside of Belgium, hence we were looking for a unified communications solution to implement across multiple geographies. With customers present in 30+ countries, this partnership has opened doors and possibilities for Cloud Group by expanding our target markets outside of our local presence.”
“Through our strong partnership with DIDWW, we are able to offer reliable and innovative VoIP communication services to our valued customers. With our extended global reach, secure cloud-based solutions, and dedication to customer satisfaction, we can meet unique business requirements, promoting their success and facilitating international growth.”
“Always with the best disposition to serve us, DIDWW has helped us in fulfilling our customer’s needs, when it comes to provide them with the numbering solutions, when most of the time the requests get to us as urgent ones. Apart from everything else, it’s also fun and easy to work with DIDWW.”
“We had a very fast integration with our IP voice system and their accessible and open procedures helped us reach our goals. During our contact center transition from an in-house solution to outsource solution, there weren’t any outages. The onboarding process was simple, fast and with substantial assistance.”
“Virtual numbers and Phone Systems are essential parts of our offering, therefore DIDWW is one of the key components in our infrastructure. They have great support and high quality service. We became a client of DIDWW when we were very small, but still were treated in a proper way and were able to discuss business conditions, which helped our growth.”
“DIDWW has helped to facilitate our migration to the INVADE ‘Dialler as a Service’ model by making it simple and cost effective for us to manage all of our client’s SIP requirements in-house. They share our vision and we value their partnership.”
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