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Bring Your Own Telecom: Is it Worth Doing? - Plum Voice - ContactCenterWorld.com Blog

Bring Your Own Telecom: Is it Worth Doing?

The overwhelming majority of Plum customers use the telecom we provide as part of our service. After all, the whole idea behind offering managed telecom is to make voice technology easier for customers. By maintaining a system built on Tier 1 telecom provided by multiple carriers we’re also able to write 100% uptime guarantees into our SLAs.

These carriers provide us with phone numbers and network redundancy. Any call that enters our system using an 800 number under our control (i.e. a number we procure from a carrier or one that transferred to us through a RespOrg) can be routed to any geographic location, across any carrier. Sounds simple enough, right?

This situation isn’t always ideal for companies that do a lot of call transfers. The reason is that calls are held in our system for the entire length of the call, which can increase costs. Because of the way carrier billing works, we’re unable to do blind transfers out of our system.

BYOT – Bring Your Own Telecom

Occasionally, customers bring their own telecom to the table. Customers with their own SIP trunk can use that in conjunction with Plum’s voice automate products.

For a quick primer on what SIP trunking is check out our article on the subject, which also highlights many of the advantages of SIP trunking.

Companies interested in using their own telecom need to make sure that their SIP carrier’s session border controller has the ability to do SIP refers. A refer command releases a call from Plum’s IVR system and transfers the call to your system. This process enables carriers to properly track and bill both your company and Plum for usage.

Tale of the Tape

Advantages

  • Ability to execute blind transfers
  • Telecom Flexibility: You have the ability to pick the telecom provider of your choice and to negotiate prices directly with them.
  • SIP transfers can transmit call metadata during call handoffs (transfers in/out)

Drawbacks

  • Paying for telecom: Companies need to take a holistic view of the cost of telecom (usage, management, maintenance) to determine what kind of savings they would see over using Plum’s managed system.
  • Need to manage telecom backbone: This includes hardware and personnel to manage and maintain your telecom.
  • Single carrier: Relying on a single carrier creates a single point of failure in your voice channel. If something goes wrong with that carrier, your entire voice channel could suffer.  
  • BYO Telecom is not covered by Plum’s SLAs that guarantee 100% uptime.

For some companies, especially those that already have their own SIP trunks, supplying its own telecom may make sense. If the drawbacks of using your own telecom outweigh the advantages, Plum’s system is able to accommodate your company’s call volume.

To find out if your company is a good fit for BYOT with Plum, or if you have additional questions about BYO Telecom, SIP trunking, and the options available to your company for deploying Plum Voice solutions, contact one of our experts today.

Source: https://www.plumvoice.com/resources/blog/byo-telecom-worth-doing/

Publish Date: July 26, 2018 5:00 AM


2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

5.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

6.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 



View more from Plum Voice

Recent Blog Posts:
Bring Your Own Telecom: Is it Worth Doing?July 26, 2018 5:00 AM
Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service ProvidersJuly 12, 2018 5:00 AM
What You Need to Know about Poor Call QualityJune 7, 2018 5:00 AM
Fairly Allocate Call Transfers to Multiple Contact CentersMay 17, 2018 5:00 AM
Making Natural Language Processing Feasible with Artificial IntelligenceFebruary 8, 2018 5:00 AM
Outsourcing or DIY? Find the Right IVR Development ApproachNovember 30, 2017 5:00 AM
IVR That Saves $5M per MonthNovember 16, 2017 5:00 AM
The Limitations of Speech Rec & How to Combat ThemNovember 2, 2017 5:00 AM
Why Not All IVR Software Is Created EqualOctober 17, 2017 5:00 AM
How to Get More From Your IVR with Artificial IntelligenceSeptember 28, 2017 5:00 AM

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