Setting up an enterprise contact center without changing the telecom provider
Anita Raghav
Nov 3, 2023
When it comes to contact centers, enterprises have different needs from small and medium businesses. For example, our pure cloud offering is extremely popular with SMBs. But when enterprises set up their contact center, they want our tools to work with their existing telecom providers.
Is this possible? Yes.
Is it advisable? Yes, sometimes. We explore the whys and the how in this article.
In this article, we will explore:
Setting up an enterprise contact center without changing the telecom provider. Why?
In the United States, we are one of the few contact center solutions open to customers getting their own sip trunk while using our software. But, in countries like India, we have been doing this regularly for over a decade.
So how easy is it to get started on a contact center solution, without changing your telecom partner? As you can imagine, it’s not complicated at all. It takes less than an hour to set up and get started. You get access to a world of tools like advanced IVR, seamless CTI integrations, Power dialers, and even AI tools that are designed to improve customer and enhance agent performance. Drop a line, and we will get in touch with you for a demo here.
So why do enterprise businesses choose this option? I have listed the top reasons below. See if they resonate with you.
- Easier billing
This stands out as a major reason for us. What customers value are the contact center tools we provide, so they pay us the license fee per month for using it. But the telephony need not be through us. This means that their billing to KOOKOO is a fixed cost output per month, while billing for call charges happens via the trusted telecom partner directly to the client.
How does this help? It prevents issues of overbilling. Surprisingly, even major cloud telephony providers often face complaints of overbilling for their call charges. By keeping the billing separate, everything is more transparent. (So, your accounts section is happier too!) - Ownership
When there is a challenge in voice quality or connectivity, is it actually an operator issue or platform issue? By keeping trunk ownership, enterprises can ensure greater accountability when problems occur. - Ease of shifting to another cloud player
Shifting your Toll-Free number ( TFN) or Virtual Number ( DID) to another player takes anywhere from 14-30 days. This is a long drawn process. When you own the trunk, shifting is fare easier. For example, it takes little over an hour to plug into our contact center solution and get started. - Long-term relations with operators
Why do you want to break a long relationship with a trusted telecom provider? Sometimes, this is actually is the reason that keeps enterprises from embracing the many benefits of cloud contact center solutions. Now they can get all the advantages of online contact center tools without breaking this long-term relationship. - Backup
Of course, since we provide end-to-end solutions for most of our customers, KOOKOO has its own very reliable cloud telephony solution in place too. So, many clients who have kept their telecom provider, subscribe to our services too—as a backup in case they face a problem.
