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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?

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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


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



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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