September 2020 Summaries

Integrating telephony directly into web applications has become increasingly accessible with Web Real Time Communications (WebRTC), a technology that allows developers to enable web-based calls by accessing microphones and cameras within a browser. WebRTC, coupled with a robust interconnect to the Public Switched Telephone Network (PSTN), facilitates secure data transmission to a media server, enabling seamless audio and video sessions. The process involves setting up a server for call control and managing participants, who can be web-based or PSTN-based, through sessions that handle media streams. By using straightforward scripting with tools like NodeJS and JavaScript, developers can create sessions, add participants, and connect audio streams with minimal code. The integration of a SIP Interconnect allows PSTN callers to join WebRTC sessions, ensuring all components are managed server-side. This approach is exemplified by Bandwidth’s WebRTC platform, which simplifies call setup and management, making it easier for developers to implement in-browser calling functionalities.

A recent webinar hosted by Travis Hinton and a colleague tackled common misconceptions about toll-free services, particularly the belief that maintaining one's own Responsible Organization (RespOrg) offers greater control. The discussion highlighted that this perceived control is often an illusion, as managing toll-free routing requires continuous oversight and quick response capabilities, which providers like Bandwidth can offer through their 24/7 Network Operations Center. The webinar emphasized that while having direct vendor relationships and connectivity might seem advantageous, Bandwidth's established multi-carrier network and buying power can reduce costs and simplify management for users. Ultimately, the peace of mind that comes with toll-free service is complex and costly to achieve independently, suggesting that leveraging Bandwidth's expertise and infrastructure can offer a more reliable and efficient solution.

The healthcare industry has been disrupted by COVID-19, but software companies like Yosi Health are leveraging technology such as SMS to provide a better and safer experience for patients and providers. Before the pandemic, platforms like Yosi facilitated pre-visit communications over SMS, including appointment reminders and payment notifications. In response to COVID-19, healthcare providers have started using SMS to communicate with patients about new procedures related to the virus, such as mask requirements and visitor policies. Virtual waiting rooms and at-home assessments are also being implemented to minimize unnecessary contact between patients and providers. By leveraging SMS technology through platforms like Yosi Health, healthcare providers can create a better, safer experience for both their patients and their workers.

Determining the call capacity needed by a business can be challenging due to various factors such as use case, risk appetite, and business recovery plans. The COVID-19 pandemic has further complicated this task. Businesses in communication or with dedicated telecoms engineers may have a better grasp of their needs, but others might rely on developers for managing communications. Key considerations when estimating call capacity include peak concurrent call requirements, traffic patterns and seasonality of the use case, resilience and business continuity requirements, willingness to scale capacity with peak calls, speed of provisioning new capacity, and flexible distribution of channels. Understanding these factors can help businesses accurately gauge their call capacity needs.

Becoming your own Responsible Organization (RespOrg) for managing toll-free numbers can offer businesses control and potential cost savings by eliminating third-party fees and purchasing numbers directly from Somos, the toll-free registry manager. However, the process involves certification and associated costs, such as hiring staff and investing in monitoring software, which can offset potential savings. Alternatively, partnering with a provider like Bandwidth can provide the benefits of control and cost efficiency without the overhead of becoming a RespOrg. Bandwidth offers access to a 24/7 network operations center and a large inventory of pre-provisioned numbers, allowing businesses to focus on revenue-generating activities rather than toll-free management.

This year has seen a significant increase in businesses moving to the cloud, with contact center software providers like Five9 coping well due to their partnerships with network providers such as Voxbone (now Bandwidth). The pandemic has accelerated this trend, and companies have had to quickly adapt to support remote working and increased call volumes. Contact center provider partnerships have been crucial in ensuring businesses can continue to operate effectively during these challenging times. Agile partnerships are essential for service providers, with reliable partners playing a vital role in maintaining availability and compliance across the globe.

The article discusses three common myths related to toll-free services and debunks them. Myth #1 suggests that consolidating toll-free service with one vendor leads to being single-threaded through a single point of failover, but the author explains how this can be avoided by working with a carrier that owns its own feature group D network for toll-free while maintaining direct peering relationships with four other major toll-free carriers. Myth #2 claims that the only way to save on costs is to maintain your own RespOrg, but the author argues that hidden management costs can outweigh potential upfront savings. Myth #3 suggests that giving up RespOrg status means losing control over your toll-free service, but the author explains how a partner like Bandwidth can provide robust tools and APIs to maintain control without responsibility.