sipVine and FluentStream Partnership FAQ
sipVine and FluentStream have officially joined forces to upgrade your business communications and bring you the best quality service and support. This strategic partnership reflects our commitment to enhancing the quality of service, expanding our capabilities, and providing an even more robust communication platform.
In this FAQ page, we aim to address key questions you may have about the partnership, ensuring transparency and clarity throughout this transition.
Thank you for being a part of sipVine’s community. We look forward to continuing our journey together with FluentStream.
FluentStream / sipVine Partnership Overview FAQs
FluentStream is the leading communications provider for small to medium businesses. FluentStream simplifies how organizations communicate by enabling their customers to deliver an exceptional experience from any device or location. Founded in Denver, CO in 2012, FluentStream has since grown from its midwestern roots, but remains an entirely US based company. For six consecutive years, Inc. 5000 has recognized FluentStream as one of the fastest-growing private companies and BuiltIn named FluentStream one of the best places to work. For more information, visit www.fluentstream.com and connect on LinkedIn.
As technology moves at break-neck speed, sipVine identified that FluentStream can offer customers enhanced features to drive business forward. As Robert (Bob) Conner, CEO of sipVine, said, “By transitioning to FluentStream’s UCaaS platform, customers will have access to progressive capabilities, flexibility and control, along with a highly responsive customer service team to support their success.”
FluentStream is the leading communications platform for small and mid-sized businesses. All sipVine customers will upgrade to the FluentStream platform and benefit from the additional features available, including enhanced reporting capabilities and user portal with options for quick adjustments to settings.
FluentStream offers award-winning UCaaS service and industry-leading business features, including a mobile app, so you can take your business phone with you on-the-go. Plus, they offer second-to-none continuity so you can be confident your phones won’t go offline: FluentStream’s unique cloud-hosted infrastructure guarantees 99.99% server uptime.
Best of all, FluentStream’s expert team of US-based support are available 24/7/365 for every customer. FluentStream Support is available to best fit the unique needs of each customer, including email, online chat, and by phone. FluentStream also offers a broad range of online tutorials and documentation if your business prefers a self-service approach.
While FluentStream doesn’t have an office in Kansas City, we are a midwest company with our headquarters in Denver, Colorado.
We understand the importance of responsiveness and quick action when help is needed. That’s why our entire team is one hundred percent US-based and provide coverage 24 hours a day, 7 days a week, 365 days a year. Additionally, our Support agents are all trained to a higher standard than our competitors so they can manage more than 90% of all requests coming from our customers. If our agents can’t assist, our Voice Operations team will swoop in to provide the increased technical support required to get resolution.
We are relentlessly committed to the highest quality customer service and take pride in our results:
- Support calls picked up on average in less than 10 seconds
- Hold times are 15 seconds on average
We have proof it’s working, too: Our Customer Satisfaction score is 97%!
Plus, the sipVine team and their office will remain for the duration of the transition.
Nothing for now, Bob, Mark, and the team are all committed to a successful transition. They will continue to be available to assist you with questions and support requests for the time being.
Billing FAQs
Your current rates for existing services will stay the same. You’ll be charged by the number of extensions and phone numbers currently on your account. Taxation and fees for phone services often vary by service provider so you may see a slight change in these sections of your invoice.
Stay on the lookout for an email to login to your new FluentStream billing portal in the coming weeks. Once you receive that login, you may need to set up payment for voice services.
As of July, 2024, your invoice will arrive at the beginning of the month from FluentStream for the month’s services. This is different than sipVine billing, who billed at the end of the month for the month’s services. In order to assist with the transition, sipVine customers will receive invoices at the following times:
- May invoice: Week of June 3, from sipVine
- June invoice: Week of June 17, from sipVine
- July invoice: Week of July 8, from FluentStream
- August and beyond invoice: First few days of the month, from FluentStream
To pay your FluentStream invoice, your business needs to establish new credentials and provide payment information. FluentStream accepts a variety of digital payment options, including credit card and ACH. Plus auto-pay options will be available to all customers. All sipVine customers can expect to receive an email with additional information and a setup link late June 2024.
All accounts must provide payment information to avoid interruption to your phone service.
- If you pay by credit card: You will need to enter your credit card information into the FluentStream billing portal once you receive your login information.
- If you pay by ACH (echeck): You will need to enter your banking information into the FluentStream billing portal once you receive your login information.
Make checks payable to FluentStream and send to: FluentStream Technologies, LLC, P.O. Box 737818, Dallas, TX 75373 7818.
When sending checks, please make the check payable to FluentStream. Include your 8-digit account number on the memo line of the check. This number can be found on your invoice or in the FluentStream Billing Portal.
The invoices will be sent via email to the same email address used by sipVine for invoicing. If you need to confirm or change the billing contact information, please email billing@fluentstream.com.
Once your account is set up with a login for the FluentStream Billing Portal, you will be able to download FluentStream’s W-9.
If your account is tax exempt, please send your current documentation to billing@fluentstream.com as soon as possible.
Click here to learn more about the FluentStream Billing Portal.
Upgrade & Support FAQs
All sipVine customers will receive a complimentary upgrade to the FluentStream platform.
In the next several weeks, our team will be hard at work analyzing your account and preparing it for upgrade. We deploy a mix of technical tools with a detailed human touch to ensure accuracy while also minimizing the work required from you. We will reach out to you with more information on your specific upgrade schedule. When the time comes to upgrade your voice services, FluentStream’s team of expert project managers will work with you to upgrade your account and provide personalized support throughout the transition.
Yes, sipVine technicians will remain on staff to assist customers throughout the entire transition period. If you have any questions or need support, you can reach sipVine by:
- Email: tech@sipvine.com
- Open a support ticket: svsupport@sipvine.com
- From a sipVine Phone: 7HELP or (816) 802-8000
We are committed to ensuring a smooth and seamless experience for all our customers.
During and after your FluentStream upgrade, your business will receive information about all the methods available to contact FluentStream Support.
After your upgrade, your business will benefit from the functionality you enjoy today plus many additional great features to streamline your business communications and improve your customer service!
The FluentStream team will mirror your core communications settings onto the FluentStream platform so none of the ways your phones work today will change. These include auto-attendants (call routing), time of day schedules, user accounts and voice recordings.
FluentStream offers 130+ advanced communications features including:
- Mobile user app available for iPhone and Android devices
- Unlimited nationwide calling, including Canada
- Text messaging from web browser or mobile app
- Click-to-call webphone
- Teams integration
- Admin access to add / move / change users and associated details
- Voicemail to email transcription
- Call recording
- CRM integration
- SIP trunking
- Call center features, including advanced analytics and dynamic queues
- Advanced, detailed, and easy to use call reporting features
Visit www.fluentstream.com/products/ to learn more!
The upgrade to the FluentStream platform will take place over the next 18 months, concluding by the end of 2025. We will reach out closer to your upgrade window to schedule specific dates. Over the coming weeks, you will start to receive communications from FluentStream with details on the upgrade process.
Yes, if you have a preferred time frame please email FluentStream at sipVine@fluentstream.com and we will do our best to accommodate your request.
For now, continue to contact sipVine for questions and assistance but be on the lookout for information from FluentStream to notify you to start contacting their support team.