Why to Sell CCaaS Part 1: The Market Needs You

ccaasAdding CCaaS to your telco product line will enable you to meet a pressing demand in today’s market. The communications industry as a whole is moving toward cloud computing and your customers probably need these features and tools. Not to mention the competition is still low.

But before we get ahead of ourselves, what exactly is CCaaS?

Contact Center as a Service (CCaaS) is a simplified, cloud-based, feature-rich service that improves customer experience with no hassle.

Despite its name, CCaaS is no longer just for contact centers. CCaaS improves customer service, a key aspect of nearly all businesses.

80% of the market cannot access traditional contact center solutions

80% of the market is comprised of SMBs, a population that has historically been unable to access premise-based Contact Center offerings. As a result they have been missing out on the advantages of Contact Center software such as call monitoring, call analytics, and other daily business operations.

This all changes with cloud-based Contact Center as a Service. Feature-rich, easy-to-use, and affordable, CCaaS products level the playing field for small and medium businesses.

Your customers are realizing they need contact center features

Selling CCaaS will not only bring you new customers, but also more business from your existing customers. Whether they realize it or not, most of your customers or prospects do have some form of contact center need.

For example, a small business with inbound order taking. CCaaS can automate the order process. Or any company with customer service. CCaaS improves customer interactions and opens up more options for communication.

The whole comms industry is moving toward the Cloud

The overall trend is toward the cloud and we recommend jumping aboard before the ship sails. The global Cloud PBX market, for example, is expected to double in value by 2023, growing at a CAGR of 14.9%.

The cloud brings sought-after features and flexibility that the market has come to expect. Cloud-based CCaaS follows suit with features, scalability, and ease-of-use.

The competition is still low

According to the Gartner Magic Quadrant for CCaaS in North America, there are only ten CCaaS solutions on the North American market today.

In such a rapidly growing industry this space will surely fill up quickly. Seize the opportunity while the competition is still so low.

Stay tuned for Why to Sell CCaaS Part 2: It Will Grow Your Business

Are you interested in adding CCaaS to your offering? We have good news! Bicom Systems is partnering with ThinQ to bring you the ideal CCaaS solution.

Cloud-based, built for VoIP, award-winning Toll-Free Least Cost Routing… We are so excited about this partnership that we decided to host a webinar together to tell you all about it.

Bicom Systems + THINQ
A CCaaS Product That Will Fly Off Your Shelves
Tuesday August 28th at 1:00 PM EST
Register now

 

Learn more about CCaaS and the Bicom + ThinQ solution at www.bicomsystems.com/ccaas.

Over-the-Top Services

OTT Services

Telcos have had to adapt to change arguably more than any other industry. With the advances that have been made in everyday technology use, it’s becoming harder and harder for telcos to compete with other service providers. The growth of OTT services is clearly taking a toll on telcos due to changing customer preferences.

Over-The-Top (OTT) services are services that are used on top of the basic network services you get from your provider. These services have become much more common thanks to the smartphone. Having a device with such capabilities at our reach at all times has increased communications drastically. VoIP now allows us to make cheap and even free calls and SMS’. However, recently, data has been added to the mix. This poses a threat to telcos which they have not been trying to find a solution to. Telco subscriptions do mean that your are continuously paying for these services, however, you are also not fully reaping the benefits. The danger in this case is the loss of revenue stream from telcos, which in turn makes it harder for them to compete and provide reliable service all the time.

OTT players are thus able to offer better services than telcos nowadays. These providers have continuously adjusted to changing consumer behaviours to guarantee the best service. OTT services have had a huge impact on revenues for telecom operators and that is understood by stakeholders worldwide. With the growth of OTT VoIP, the overall global telco voice revenues will drop drastically from $970.4B to $799.6B by 2020. This is mainly due to the annual growth rate of 20% of the OTT VoIP market.

In a fast-growing environment such as the one OTT providers operate in, it’s important to listen to customers’ needs and aim to satisfy them. Trends have lately been the increased need of personalization and customization. OTT providers have unique and one-of-a-kind solutions to all your needs and will provide you with the solution that best suits you. This is then more convenient for customers, which is why they are willing to pay a premium. The next trend is advancements in technology. With great advancements from GSM to LTE, OTT providers can exploit this by undercutting and providing better rates to their customers, while not compromising quality. Lastly, messaging preferences have probably permanently shifted from traditional SMS to OTT messaging services. This is primarily driven by cost and the increased usage of the smartphone.

As for Voice OTT services, they are arguably the easiest to add. The main argument for this is that they rely on IP networks and the internet to carry the calls; meaning no need to set up complicated and bulky hardware. You are also able to construct the solution you want yourself which makes it extremely user friendly.

OTT providers have come to stay, with no signs of stopping anytime soon. Now is the best time to be competing in one of the fastest growing industries.

Needed Hardware for 2600 Extensions

Hardware compatability

Requirements for the project are to find a possible server configuration that should be able to cope with 2600 extensions usage. We must take into account that each extension will use gloCOM and have a deskphone as well.

Since time was a limited resource and the fastest server that we had was the HP DL360 G7, we decided to use that server as a quick testing scenario where we would try to come as close as possible to the technical setup needed for the project. Once we had the minimum needed result numbers, we could now compare to some use cases with our servers and the performance of servers that are new on the market.

G7 specs are as follows:

  • CPU: 2x Intel(R) Xeon(R) CPU L5630 @ 2.13GHz (4 core/8 threads)
  • RAM: 24GB DDR3
  • DISKS: Combined 500GB of space SAS drives
  • OS: Serverware 3.0 with 1 PBXware 5 VPS instance

This server managed to run approximately 750 extensions with a  total of 230 calls, 750 gloCOM connections, 15 SIP registrations per second, and 375 OPTION packets per second. This was all done on one VPS.

Bicom Systems has a production server with about 3700 extensions split between 24 VPSs with maximum number of extensions per VPS at 750. Keeping in mind this server is running older versions of Serverware and PBXware, with much less features than our newly available versions. The configuration of said server is:

  • CPU: 1x Xeon D-1541 with 8 cores
  • RAM: 32GB
  • DISK: 1x 1.6TB SSD
  • OS: Serverware 1.9 with 24 PBXware 4 instances

Now, taking into account the new Xeon CPUs, which perform much better than servers such as the G9 and G10, we came to a possible configuration that will satisfy project needs:

  • CPU: 2x Xeon E5 with 8 cores each
  • RAM: 32GB DDR4
  • Disks: if we consider recording considering you do not go under 1TB, the number of disks would depend on the type of Serverware. We would also recommend a solution with call recordings being stored on a Hard Disk Drive (HDD), while the system and all else that accompanies it be stored on a Solid-State Drive (SSD).

One thing that needs to be mentioned is that we can’t be sure if all of 2600 extensions would be able to coexist on a single PBXware VPS, so it is recommended to start out with one VPS and if you run into issues, split them into other VPSs. This should resolve those issues.

For more information, visit our wiki

Creator Bio:

Eldar Avdic,

UADs & Appliances Manager and Developer. Maintains Bicom Systems’ UAD support and keeping appliances up to date.

Dino Mesic,

UADs & Appliances Engineer and Developer. Develops support for UADs, maintain technical documentation and test new UADs and appliances.

Fusion Networks Case Study

fusion-networks-blogFusion Networks is a Competitive Local Exchange Carrier (CLEC) based out of New York. The were established in 2014 and have grown drastically since. With this growth came a huge influx in demand for voice-over IP, which is something they didn’t provide at the time.

In order to please their customers and remain competitive, Fusion Networks decided to partner with Bicom Systems to solve their problem. The main reason why Fusion chose Bicom was the flexibility, says Philip Simunek. Bicom’s solutions were easily customizable for their needs. Another key selling point was that Bicom provided “a great feature-set without nickel and diming you for everything.” Bicom’s competitive pricing also helped seal the deal, as Fusion would now have a competitive resale price. Implementation was fairly simple, with no need to halt operations as it was done remotely by simply installing the app onto the local servers.

Ever since adding VoIP to their already well-established set of offerings, Fusion Networks has been able to continue its growth.

Read the full case study

4 Benefits of Webinars

4-benefits-of-webinars Webinars are a great interaction tool for any business. It is an efficient and sure way of getting your message out to customers directly, especially in the tech industry. Below are four (4) benefits of presenting webinars. 

Around the clock availability

Webinars are available live and can be visited later on if you are unavailable. This around the clock availability is extremely useful if you have clients that are constantly busy or do business internationally on different time zones than you. Also, having the availability of the webinar after it has gone live helps increase your reach through search engine optimization (SEO) when being searched for at a later date. This helps you stay relevant rather than hosting live seminars and losing the attention once it’s over.  

Easy way of delivering your message to your target

More often than not, those that watch your webinar have an interest or stake in what you are presenting. This means that your audience for the webinar is most likely who you are targeting or should try to target with your marketing efforts. Having your target market come to you rather than putting in extensive, and expensive, market research will simplify your job greatly.

Cost savings

Although you have to spend to create a webinar, you also save considerably from other sources. These include travel costs that your company would have endured in order to educate your customers on changes to the system; the cost of time that’s spent by your presenter while they could be working away at other tasks; and lastly the costs you would’ve undertook to hire a venue and all that comes with hosting a live event. You always want your customer to be educated, however, budgeting properly is should also be a top priority.

Easy way of generating qualified leads

If you ask any sales representative, they will say that generating leads is easy; however, generating QUALIFIED leads is a more difficult process. Relating back to the second benefit, those that are watching your webinar are probably interested in what you are presenting. You are now able to use the registration from the webinar to collect lead information such as contact methods and locations. This is also considered a form of market research as you can see what your demographics and geographics are. Lastly, by educating those watching your webinar you have already qualified them as leads since they are now aware of your products and services and there will be no need to re-qualify.

The 4 benefits mentioned above explain how webinars are a powerful tool if you are looking to increase brand awareness, minimize costs, and boost revenues in the simplest possible way.