Robocall Mitigation for the Contact Center

By Alan Percy, CMO @TelcoBridges

The network manager for a large retail chain (who asked to remain anonymous), came to us with a problem.  His agents at an inbound call center were wasting time answering calls from illegal robocallers and it was costing him dearly.  He was looking for a means to reduce, if not eliminate, the robocalls altogether.  In this case, the contact center was responsible for taking product orders, so the agents valuable time was wasting fielding calls rather than facilitating purchase fulfillment. Continue reading Robocall Mitigation for the Contact Center

Network Transformation – Five Key Considerations

By Alan Percy, CMO @TelcoBridges

As service providers begin planning their transition from aging and often end-of-life network equipment, there are many considerations that must be included in the decision process.  After many discussions with service providers in transition, we have distilled their thoughts down to five key considerations that should be raised when making vendor selections:

Continue reading Network Transformation – Five Key Considerations

Cloud Communications Infrastructure – the Right Business Model

by Alan Percy, CMO @TelcoBridges

The traditional model used to sell telecommunications infrastructure required a significant up-front capital expenditure (CAPEX) with life-long software and hardware maintenance expenses.  This is a real challenge for the emerging cloud communications service providers, many of which are starting from scratch.

Continue reading Cloud Communications Infrastructure – the Right Business Model

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.

Continue reading Going Global with UCaaS & CCaaS – Overcoming the Challenges

Will the Edge Eat the Cloud?

By Alan Percy, TelcoBridges

An Interesting keynote this week from Fortinet’s CEO, Ken Xie sharing that we’re entering the fourth stage of network evolution, requiring greater intelligence closer to the edge. Xie predicts that the next round of major innovations will be at the edge.  We agree. Continue reading Will the Edge Eat the Cloud?

How did we get here?

by Alan Percy, TelcoBridges

Here we are in 2019:

  • Our kids don’t know how to use a rotary phone or what long-distance calling means
  • More than 40% of international telephone calls are completed via Skype
  • Whatsapp dominates the international mobile-to-mobile calling market
  • “Facetiming” someone has nothing to do with actually being in the same room
  • Nearly all NEW telecommunications equipment and software sales depend on an IP-based infrastructure.

What happened?  Our legacy telecommunications industry has been disrupted!

Continue reading How did we get here?