Enterprise cloud communications platform developer, Bandwidth; recently announced another streamlined approach to migrating companies to the cloud. Dubbed Duet for Genesys, the “bring your ‘own’ carrier,” or (BYOC) offering focuses on fostering seamless cloud migration for enterprises.
It does so by allowing organizations to skip purchasing a wide range of pricy hardware and gives them greater overall control over their communications. Such an offering is timely and comes when more people work from home than at any other time in history. And that number will likely rise over the coming years. Commenting on the news, a spokesperson for the company told GetVoIP News in a statement:
“This underscores Bandwidth’s commitment to help large enterprises simplify cloud migrations, consolidate PSTN replacement across the globe, maintain compliance with evolving regulations, and integrate PSTN access—all from a single, global provider.”
Bandwidth presently has an extensive portfolio of Duet solutions that cater to a rising remote workforce, with its most recent acting as an addition to the suite. Bandwidth now delivers BYOC solutions across four advanced multi-vendor platform stacks, including ZoomPhone, Microsoft Teams, RingCentral.
What is BYOC?
According to Bandwidth, BYOC (Bring Your Own Carrier) refers to programs that give you the ability to choose a carrier that best fits your business needs, and in turn, plug them into your unified communications or contact center platforms.
A Shifting Timeline for Enterprise Cloud Migration
Contact centers flocked to the cloud in record numbers during the Coronavirus Pandemic. And there are no signs that things will slow down. The consideration; today, however, is the need to accommodate a growing remote workforce.
There is also the consideration that one might gain a boost in CX (customer experience) from implementing CCaaS (Contact Center as a Service) solutions and the benefits extended by third-party integrations. Analysts at Gartner agree with the notion of cloud migration having accelerated thanks to COVID-19, as analysts Daniel O’Connell and Megan Fernandez note:
“COVID-19 further accelerates already strong CCaaS momentum as users pivot away from on-premises contact centers to cloud capabilities.”
Those same Gartner analysts forecast a 29 percent rise in CCaaS revenue and predict it could reach $17.9 billion by 2024:
“As users adopt more expansive capabilities including multichannel, AI, analytics and WEM (workforce engagement management).”
As the happiness and well-being of customers and customers alike grow in importance, Bandwidth’s Duet for Genesys is poised to simplify cloud migration for enterprises to move contact centers from complex on-premises requirements to the flexible and scalable nature of the cloud. Not only is on-premises UC clunky, but it is also increasingly impractical. The principal issue at hand, according to a spokesperson for Bandwidth:
“To connect everyone, most enterprises have relied on multiple carriers, each with different contracts, uncertain redundancy, and traffic limitations.”
Bandwidth’s latest addition should ultimately enable IT to centralize communications across their UCaaS and CCaaS platforms. It should even simplify managing emergency services, phone numbers, employee workstation set-up/tear-down, platform migration, connectivity across multiple platforms, and geographies.
How Bandwidth Customers Leverage BYOC
If you want to understand how a company is performing; check in with its customers. One of the firm’s customers is what it calls a: “key multi-country BYOC customer in the contact center space and a global leader in electronic agreements.” Continuing, Bandwidth wrote:
“In an innovative move to modernize its contact center while improving customer experience and efficiency, the customer chose Bandwidth to move its entire, 15-location global contact center stack to the cloud,” Bandwidth wrote in a statement.
Bandwidth also shared that it works with a $16 billion Fortune 200 U.S. managed care provider, one working on the front lines of patient communication.
The provider powers its entire communications stack in the cloud — both UCaaS and CCaaS and the company said that Bandwidth’s tools and automation capabilities have enabled them to manage their entire system without specialized telecom experts. They have likely benefitted from a user-friendly interface that lets them do things like making real-time number changes on the go.
Genesys to Gain Competetive Advantage
With any deal, there comes the potential for winners and sometimes losers. With this deal, in particular, there are no apparent losers. It does, however, appear that Genesys is the unmistakable victor for various reasons.
You see, they have a fair amount of legacy customers, so helping those enterprises migrate to CCaaS would be a monumental win for the provider. They would essentially move a sizable amount of customers from clunky-old physical hardware to the lightweight nature of the cloud.
If they can convey the value of the cloud and convince a sizable enough portion to migrate, well, they’ve already increased their annual bottom line likely fairly dramatically. In this instance, only time and due diligence will usher those yet to migrate into the future of work, CX, etc.
No Remote/Hybrid Work Options = Lost Employees
In today’s business landscape, you must enable remote management and workplace flexibility like hybrid work options. We’ve not only seen that hybrid and fully remote work, well, works, but employees love it as well. In fact, most employees are willing to leave their current job in search of other, even less gainful employment if that role comes with greater flexibility, according to data compiled by team collaboration giant, Slack.
All this speaks to a greater need for the tools that enable remote work and management, and it seems that providers like Genesys and Bandwidth are the precipice of something that will be a major enabler of the future of work. It will take some creative conversations to take place to convince those who remain on-premises, but once this is done successfully, the battle should be fairly uphill from there.
Stay tuned for more UCC news and headlines, as we take a deep look into what’s impacting those who work on developing said tools that could very well be the reason you retain valuable employees on staff.