Increasingly, enterprises are choosing to shift into the cloud to meet their communication needs, boost productivity, and preserve business continuity.
In fact, the market for cloud services is set to reach a value of $927.51 billion by 2027. Not only do cloud platforms give companies the freedom to customize their solutions to their specific needs, but they ensure organizations can continue to compete in a world of evolving trends like hybrid and remote work. However, while many companies recognize the value of UCaaS, CCaaS, and CPaaS ecosystems, not every enterprise can afford to simply rip and replace their existing tech stack. ‘
Many enterprise and multi-location companies have existing relationships and contracts with communications carriers that they want to preserve throughout their digital transformation journey. As a result, demand for Bring Your Own Carrier (BYOC) solutions is increasing.
Unfortunately, while using a BYOC strategy might seem like a simple way to initiate a cloud migration, there are various challenges cloud platform providers need to overcome if they want to ensure they are providing the best ROI for their enterprise customers.
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Unlocking the ROI of Cloud Strategy with Bring Your Own Carrier
In the Cloud Communications landscape, including the CCaaS, UCaaS and CPaaS worlds, BYOC solutions give companies the freedom to choose their desired carrier for communication services. This means companies can use solutions like Microsoft Teams, Zoom, Cisco Webex, and Five9 without having to abandon their existing carrier for telephony equipment.
A BYOC approach to telephony integration in the cloud can even empower businesses to connect multiple cloud environments with a single telephony solution. BYOC does not just deliver benefits to enterprises, it also gives platform providers the power to deliver more bespoke, customizable cloud solutions, improving customer loyalty, retention, and lifetime value.
Studies into the total economic impact of implementing a flexible cloud platform solution demonstrate just how significant the ROI for businesses can be. For instance, a Forrester Total Economic Impact study found the average ROI from a Five9 CCaaS solution was around 213% in 2023.
Over 3 years, companies using Five9 could save $15.8 million from call containment with intelligent virtual assistant (IVA), $4.5 million from reduced handling times, and $3.6 million from replacing legacy infrastructure. However, unlocking ROI of this size requires a, “get it right the first time” telephony integration strategy.
This means product managers and cloud platform providers need to ensure they have the right solutions in place to serve customers in search of a flexible BYOC strategy
The Challenges of BYOC Implementation
Ultimately, while BYOC solutions might seem simple enough, they require significant increases in the amount of integration planning and configuration overhead performed by third-party integrators or in-house staff. Without good documentation and configuration guides from platform vendors, this process becomes trial-and-error, causing delays and customer satisfaction issues.
Hence, platform vendors and carriers need to work together to configure voice gateways, implement security measures, ensure the cloud environment is fully aligned, and publish pre-verified configuration guides. Moreover, they need to ensure they can implement solutions quickly and efficiently, to adhere to the tight deadlines of enterprise company digital transformation plans.
A BYOC strategy that may otherwise seem straightforward can be hampered by:
- Lack of uniformity in carrier network requirements: Different carriers have different network requirements to consider. If these do not align with the cloud platform vendor solution implemented, this can lead to technical telephony functionality issues.
- Problematic session initiation protocol (SIP) implementations: To enable companies to transition into the cloud with their own carrier, cloud platform vendors need to ensure their SIP implementations are aligned with the specifications of the carrier.
- Challenging security requirements: Every business has its own regulations and guidelines to adhere to when implementing communication strategies. Cloud vendors need to implement the right configurations for secure connections to preserve and protect data, based on the needs of their enterprise customers.
- Complicated failover testing can be challenging: When carriers and cloud solution providers are not fully aligned, it can be difficult to ensure high levels of availability and implement effective failover strategies. This can lead to lost or dropped calls, and customer turnover.
- Technical implementation: An effective BYOC strategy requires a comprehensive gap analysis and the mediation of requirements between carrier and cloud network implementation. One overlooked issue could extend time to value and reduce ROI.
Overcoming the Challenges of BYOC Implementation
Though BYOC may sound simple, it is often challenging to get right, with numerous potential roadblocks and issues to overcome. Every technical issue must be triaged between several parties which at time require interpreting the requirements and specification correctly and performing an arbitrage.
Fortunately, platform providers do have a way to deliver higher levels of ROI. By standardizing the telephony integration with carriers by pre-validating the integration and publishing configuration guides for each carrier, vendors can improve the value they deliver to enterprises.
External third-party companies, like TekVizion, can support platform providers by building standardized configuration guides for the cloud services and carrier telephony integrations enterprise customers need. This accelerates the cloud migration strategy and leads to a faster ROI, with fewer risks.
TekVizion has been working with Microsoft Teams Operator Connect and Direct Routing, Cisco Webex Calling and Contact Center PSTN integrations, Avaya AXP BYOC, AWS Voice Connector Integrations, Google Voice, and Five9 for years. Our support has helped hundreds of carriers deliver effective BYOC solutions to enterprises worldwide.
With the right partner to assist with technical setup, configuration, support, and implementation, telephony integration can be reduced to days, instead of weeks. Vendors can rapidly onboard a BYOC client and start delivering exceptional ROI immediately.
While BYOC strategies can have their complexities, for both cloud vendors and carriers, support from the right third-party experts like TekVizion can ensure every party achieves the best possible business outcome.
