How a Telecom Company Achieved 30% Yearly Growth with Cloud PBX Solution

We developed a custom solution to meet the specific needs of a cloud PBX provider. The team implemented both industry-standard features and suggested premium services. The SaaS platform helped the telecom company modernize its services and increase customer satisfaction, unlocking new market opportunities.

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Customer

Our client is a significant player in the telecommunication industry, with a strong market position and a wide range of services offered to customers. The company has built an extensive customer base through its innovative solutions and commitment to customer satisfaction.

They provide high-quality communication services, including text, audio, and video messaging, to individual consumers and small and medium businesses. The client recognized the need to upgrade their IP Centrex system and provide customers with a more efficient and reliable solution.

Telecom Company Challenges

Need for a unique technological solution that would allow them to offer unique PBX features to the market.

Dependence on the roadmap of suppliers in case of using ready-made PBX solutions of the carrier class.

Competition from other PBX providers who may choose the same ready-made solutions and release similar features, leading to a lack of differentiation in the market.

Need for an experienced and reliable team, not only to develop and implement a customized solution that would allow them to distinguish themselves in the market and provide superior services to their customers but also to be involved in ongoing support and improvement of the solution.

Telecom Company Challenges

Need for a unique technological solution that would allow them to offer unique PBX features to the market.

Dependence on the roadmap of suppliers in case of using ready-made PBX solutions of the carrier class.

Competition from other PBX providers who may choose the same ready-made solutions and release similar features, leading to a lack of differentiation in the market.

Cloud PBX Solution

After carefully analyzing the customer's requirements and challenges, we recommended the best solution for their business — a cloud PBX (cloud-based private branch exchange) solution. The solution is based on cutting-edge cloud unified communications technology developed by our team of experts.

How does a cloud PBX work?

Cloud PBX, also known as a virtual PBX or hosted PBX, is a phone system that operates virtually and uses the internet to route calls instead of traditional phone lines. A third-party provider hosts and manages all the hardware and software necessary for the phone system to operate. This allows businesses to avoid the costs and maintenance associated with on-premise phone systems.

Why did we develop a virtual PBX instead of buying a third-party adapting solution?

After thorough research and analysis, we considered using open-source solutions like Asterisk and FreeSWITCH, as well as carrier-grade solutions like Broadsoft. However, we realized that this would not allow our client, a telecom operator, to achieve their growth, market share, and innovation goals.

We also discovered that certain requirements would need separate solutions, making it more practical to develop a customized virtual PBX solution to meet all of the client's needs. Thus, we created a virtual PBX solution that could fully harness the client's telecom expertise while addressing their specific requirements.

Our approach to system development

Analyzed future system vision and market trends.

Identified and prioritized business functions and options

Formulated non-functional requirements for system development and growth

Designed and developed the system using Scrum methodology with 15 developers and 5 QAs

Developed scripts for manual, automated, and load testing

Improved fault tolerance and continuity to achieve 99.999% uptime

Continued to maintain and support the solution

Industry-standard features

Call Distribution Algorithms

They are used to distribute incoming calls to different agents or departments based on predefined rules. Customized call distribution algorithms ensure incoming calls are directed to the most appropriate person or team.

Multi-Level IVRs

An IVR system, or auto attendant, enables computer-human interaction using voice and DTMF tones via a keypad. Multi-level IVRs help businesses route calls to the right department or person with a customizable phone menu.

Web Control Panel

It enables configuring cloud PBX, purchasing virtual numbers, managing users and groups, IVR editing, accessing billing information, recordings, transcription, social network integration, speech analytics reports, etc.

Call Recordings

They allow the recording of incoming and outgoing calls for quality assurance, training purposes, or legal compliance. They provide a valuable resource for resolving customer disputes and verifying information.

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Premium services

Call History and Analytics

This feature allows businesses to track and analyze the call data. It provides valuable insights that enable informed decision-making, drive improvements in business operations, and enhance customer service.

Speech Analytics and Recognition

AI-powered technology analyzes and interprets speech patterns during calls, demonstrating customer behavior, sentiment, and preferences. It enables businesses to deliver personalized and tailored customer experiences.

Build-in CRM Systems Integrations

They allow for seamless access to customer data enabling businesses to streamline workflows. They improve productivity and deliver exceptional customer experiences based on customers’ needs and preferences.

Public API

This feature allows for easy integration with other software and applications. It enables them to leverage existing tools and systems, automate processes, and maximize efficiency and productivity across their operations.

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Industry-standard features

Multi-Level IVRs

Call Distribution Algorithms

Web Control Panel

Call Recordings

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Premium services

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Build-in CRM Systems Integrations

Public API

Call History and Analytics

Speech Recognition and

Analytics

Benefits of Implementing a Cloud PBX

As a result of implementing the customized virtual PBX solution, the client received a unique product tailored to their specific needs and requirements, setting them apart from their competitors in the market. The client was no longer constrained by the roadmap of turnkey-hosted PBX providers, which allowed them to focus on what was most important for their business at different points in the product life cycle, whether it be cost, pricing, or new features.

In the following table, you can see how implementing the cloud PBX solution improved key performance indicators:

Metric

Before Implementation

After Implementation

Improvement

CSAT (SLA Uptime)

Churn Rate

96.8%

5%
per month

99.998%

1%
per month

+3.2%

-80%

Customer Acquisition

10,000
customers

60,000+
customers

+500%
(+30% per year)

Metric

Before Implementation

After Implementation

Improvement

CSAT (SLA Uptime)

Churn Rate

96.8%

5%
per month

99.998%

1%
per month

+3.2%

-80%

Customer Acquisition

10,000
customers

60,000+
customers

+500%
(+30% per year)

Why choose our expertise?

Our client recognized our in-depth understanding of PBX platforms and their intricacies, ability to integrate new functionality seamlessly, and proficiency in working with peak loads and maintaining continuity in the telecom industry.

Following the successful implementation of this customized virtual PBX solution, our client chose us to work on their following projects. These projects included developing a cloud contact center, speech analytics, chat, and voice bot solution, and call tracking. Our client was confident we could provide the same level of excellence as we did in our previous engagement.

«I cannot express enough how satisfied we are with the development of a customized virtual PBX system by the byVoice team. Our company has experienced a significant transformation since implementing this solution.

The team was responsive, professional and provided us with an ideal solution that exceeded our expectations. We have since engaged them in several other projects, and they have continued to demonstrate their expertise and commitment to excellence. We highly recommend byVoice’s services to anyone looking for a reliable and efficient telephony solution provider.»

@ Customer Service Manager

Ready to optimize your services?

Contact our experts today to schedule a free consultation and discover how our tailored telecom solutions can make a game-changing impact on your business!

Ready to optimize your services?

Contact our experts today to schedule a free consultation and discover how our tailored telecom solutions can make a game-changing impact on your business!

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