Going Global with UCaaS & CCaaS – Overcoming the Challenges

By Alan Percy, CMO @ TelcoBridges

Offering UCaaS and CCaaS services around the globe includes a number of business and technical challenges – finding consistent SIP Trunking is just one of them.

The trend is clear, the communication and collaboration applications that previously would be based in enterprise data centers are moving to the cloud as Software as a Service offerings.   From unified communications (UCaaS), contact center (CCaaS) and communications platforms (CPaaS), all are seeing remarkable growth.  As reported by MarketWatch, the UCaaS market is expected to reach a value of US$17.1 Billion in 2019.

As communications SaaS services go global, they are faced with geo-political challenges, offering local DID numbers in the regions of the world where their customers are located.   SIP trunking with DIDs, makes this much easier, however, doing so requires relationships with service providers around the globe and some technical know-how.   This includes both a business and technical expertise, interconnecting the in-region service provider with the SaaS infrastructure.

As fast-growing service offerings, SaaS providers also need a business model with their vendors that mirrors their own, leveraging OPEX whenever possible to postpone costs to align with customer-generated revenue.  Essentially, “pay as you grow” is a requirement.

Aircall LogoWe at TelcoBridges saw these challenges first-hand with a recent design win we secured at Aircall.   Aircall is Paris-based software firm, offering a contact center as a service (CCaaS) platform designed to be “The Phone System for the Modern Business”.   A key differentiator for their service is powerful integrations into major CRM systems, allowing businesses to track customer interactions and other account information.

As Aircall began to expand into international markets, it found itself working with a growing list of SIP Trunking providers, each covering different geographies and offering slightly different services.   Now serving 40+ markets, the technical challenge was how to bring all these different “flavors” of SIP into a single consistent Aircall service platform, giving them flexibility to accommodate growth in those regions and elsewhere.

They also needed a partner that would provide a solution based on an OPEX subscription model that could scale quickly as new customers were provisioned.

To solve these and other challenges, Aircall turned to TelcoBridge’s ProSBC, providing them with a subscription-based SBC solution that could be operated within their AWS environment and scale as their business grew.

As cloud-adoption continues, we expect to see this trend continue as other SaaS providers go global, turning to cloud-based SBCs and an OPEX subscription business model.

You can learn more about Aircall’s challenges and how ProSBC has become part of their solution in a newly published case study: https://freesbc.telcobridges.com/case-studies/
More on ProSBC at:  https://prosbc.com