Telcentris' white-label hosted IP PBX service grows up.

The company announces two new configurations of the platform—plus a cloud-based contact center offering.

By Ted Stevenson | Posted Mar 15, 2011
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Telcentris, a San Diego, Calif.-based provider of hosted PBX and other communications services, yesterday announced the "next level" of its white label VoIP offering, originally announced last December. (See our coverage here.)

According to Tad Nikolich, Telcentris' sales director, there are actually two distinct follow-ons to Telcentris White Label (WL). Configured in response to customer feedback following the initial WL launch, WL2 ('squared') and WL3 ('cubed') aim at slightly different types of customers than the initial offering—which targeted entrepreneurs and small interconnects (phone dealers) "anyone who wants to enter into the VoIP world for the first time," as Nikolich put it.

Following that initial launch, "we found out very quickly that customers wanted some additional feature sets and additional advanced offerings," Nikolich said.

WL2, configured for MSPs, IT shops, or interconnects with more technical capacity, has several distinctive differences from the original WL.

"First, it allows customers to have access to our API, to develop their own portals and entrance ways into our system," Nikolich told Enterprise VoIPplanet.

It also allows for user access-level management. "[The customer] is maybe a larger company that has people that will be accessing the platform to do billing or to create accounts or manage customers on the network," Nikolich explained.

"The other big one would be troubleshooting," he continued. For the initial offering, designed for non-technical customers, Telcentris provides all customer support. "On the second level, they're able to go in and do troubleshooting, access SIP logs, billing logs, call tracing, some of the features that on the first level we take care of for them."

The one-time setup charge for WL2 is $10,000, in contrast to the $5,000 for the original WL.

Nikolich described the third level—WL3—as "a bit of a different animal," targeted to CLECs, LECs, international customers, ISPs who want to offer SIP services, MSOs, and the like.

While there are many differences, two stand out, Nikolich said.

One is pricing. "On our other offerings if our customer sells 100 seats, we charge them for 100 seats," Nikoloch explained. "On WL3, they purchase concurrent call sessions from us and then they can oversubscribe those to their end users."

That is, a customer may purchase, say, 100 sessions and sell any number of end user seats they chose—most likely between 1,000 and 2,500—depending on the type of customer they typically serve. "This allows for a bigger profit margin, and it has a big impact when the customer has a lot of end users," Nikolich said.

The second big difference is the ability for customers to bring in their own carriers. "This is extremely important for international customers," Nikolich commented. "For example if the customer is in Sierra Leone, in Africa, they obviously don't want to use our carrier services for local calls, so they can go ahead and bring in a local Sierra Leone phone company to terminate their local traffic."

Finally, WL3 customers can in turn white label the platform and resell it to their customers.

Also announced yesterday was a total overhaul of the company's call center solution, Hosted Contact Center, a highly scalable cloud-based platform featuring the full panoply of industrial strength call center features, such as inbound automatic call distribution (ADC), outbound predictive dialing, CRM integration, call recording and monitoring, and the like.

As our hosted IP-PBX and SIP trunking offerings integrate seamlessly with our hosted contact center, we are able to provide customers a truly unified solution that solves inbound and outbound call center requirements, while simultaneously addressing the organization’s business phone system needs," said Rob Lewis, Telcentris' vice president of product management. "It is in the cloud, as it should be—easily scalable, managed centrally, with nothing required on premise to support the solution."

Hosted Contact Center can push calls out to IP phones, traditional TDM phones, or mobile phones, in virtually any location, supporting contact center workers in different physical locations, according to Nikolich.

"We had all these capabilities before," Nikolich continued, "but we had a complex pricing scheme, based on the types of agent. Now it's all the same across the board—per agent pricing. It doesn't matter if they're inbound agents, outbound agents, predictive dial agent or a sequencer.

Flexible packaging also lets customers pay just for what they need. "If companies have seasonal activities they can ramp up 10 or 20 agents in a matter of minutes—or scale back when they need to," Nikolich said. "They don't have to put out the couple hundred thousand dollars for a premise based 500 seat solution where they may only use 25 seats most of the year."

Pricing for Hosted Contact Center runs between $90 and $125 per seat per month.

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