The secret to simple Microsoft Teams and Genesys telephony
Life gets crazy—we understand. If you couldn’t make it to the webinar, catch up on what you missed here.
Today’s IT leaders have a full plate navigating the ever-evolving communications ecosystem, and it can be quite scary to make changes. Rather than jumping in head-first, you can consolidate and simplify your communications methodically—and we’re here to tell you how.
In this blog, you’ll learn about:
- Simplifying your telephony management across the enterprise
- How to get greater value from your communications
- Tools to improve your number management and telephony migrations
- How one luxury travel and tourism organization transformed their communications landscape
Bring Your Own Carrier: Go from messy to zen by decoupling your telecom on the way to the cloud
Nearly half of the IT leaders who attended our recent webinar are already in the cloud but want to improve and get more value from their investments:
We’ve got good news: the best way to optimize your communications ecosystem is through telco consolidation. By unbundling telecom from UCaaS like Microsoft Teams and CCaaS like Genesys, you can come to one carrier for all of your UC & CC telephony. We call this Bring Your Own Carrier, or BYOC for short.
While this seems like an added complexity, doing this will set you up for long-term success with integration flexibility, greater number management control, increased ROI, and a direct line to troubleshooting. Once you’re there, your carrier can help you modernize your existing systems for simpler, more intuitive communications.
The solution: Unbundling with software-driven telecom
To centralize your unified communications and contact center telephony, you can migrate to Microsoft Teams and Genesys with a single carrier via BYOC.
By using the BYOC model to power voice, emergency, and messaging, you can use direct-to-carrier relationships in order to solve tough telephony challenges, manage your numbers, and access complex call data from one centralized location.
DuetⓇ: Off-the-shelf BYOC solutions for Microsoft Teams and Genesys
For Microsoft Teams Direct Routing, IT leaders that BYOC can:
- Solve for E911 compliance and give employees the tools to place a successful 911 call with dynamic location routing capabilities in the U.S. & Canada
- Lower costs and reduce on-prem infrastructure footprint with a hosted Session Border Controller (SBC) and cloud-based systems
- Migrate without disruption and roll back if needed with software-driven porting
For your Genesys contact center, IT leaders choose Duet from Bandwidth because of its:
- 6X redundant network that covers over 90% of the global GDP for maximum business continuity and disaster recovery
- Migration expertise to eliminate CX disruption, toll-free downtime, and revenue loss
- Control over third-party applications and data with carrier-level integrations across call flows
In fact, 42.9% of webinar respondents say their biggest concerns during a contact center migration are missing features to customize what they need, followed by disrupting toll-free traffic and integrating third-party solutions.
Disruption-free migrations with parallel SIP trunks: Connect, port, and migrate
When migrating, you shouldn’t have to port your numbers and migrate at the same time. Instead, we suggest breaking this up into three stages:
- Connect parallel SIP trunks into your existing infrastructure and Genesys Cloud CX and Microsoft Teams
- Safely move your numbers over in batches to your carrier’s network with APIs and dashboards without losing connectivity
- Migrate your users to Microsoft Teams and Genesys with the SIP trunks established in step one
Doing this gives your enterprise a seamless journey to the cloud, and benefits your customers, employees, and overall organization.
|PRO TIP: If you port your numbers to a platform-agnostic carrier like Bandwidth, you only have to do this once. Then, you can move to and around the communications cloud for total operational freedom.|
Centralize your telephony management with software-driven porting
You can solve tough telephony challenges with our number management solutions, access to call data from one location, and global regulatory guidance with a modern carrier.
With one unified porting dashboard, you can easily migrate numbers from legacy platforms to cloud-based ones, so you can manage telephony across all of your UC & CC solutions. To move your numbers, simply select the ones you want, where they are now, and which platform you’re associating them with.
Here’s what you’ll see when using our porting dashboard:
The best part? Any changes you make to your numbers are recoverable. If you move too fast or send the wrong numbers to the wrong platforms, reverting progress is simple and quick.
|A real-life customer story: Why the parallel path is so important|
When one customer’s CEO was on vacation during their Duet for Microsoft Teams migration. Upon his return, he asked that IT reroute their telephony back to their legacy platform so he could be trained on the migration. IT was able to do so, without disruption. When the CEO felt ready, our team moved everyone back over to Microsoft Teams—all thanks to our software-driven porting!
Closing the cloud gap with carrier-level controls
Remember when we said that over 40% of IT leaders are worried about lack of features and customization in the cloud? Your CX depends on interoperability, but the cloud gap leaves many enterprises stuck in hybrid limbo.
Integrating voice authentication, IVR call containment, 911 location detection, and beyond requires different connections to real-time caller information. Look for a carrier that can help you integrate across many different applications, so sending call data is easy and efficient.
Less is more: How one customer uses Duet for Microsoft Teams and Duet for Genesys
When an award-winning travel & tourism organization needed to modernize its global contact center, its IT leaders chose Duet for Genesys to power international toll-free calling. They also selected our Direct Routing solution, Duet for Microsoft Teams, with a hosted SBC to lower on-prem equipment, solve for E911 compliance, and move to the cloud. By consolidating services from nearly 20 carriers to one global provider, they can self-service porting, consolidate telecom vendors, and lower costs.
When it comes to your telephony, you CAN have it all from a single provider.
Duet® is a registered trademark of Bandwidth Inc. in the United States and/or other countries. All other marks are the property of their respective owners.