January 05, 2017
Telinta CEO Discusses VoIP, Collaboration
Telinta is looking forward again this year to participating in
ITEXPO, which takes place Feb. 8-10 in Fort Lauderdale, Fla. The company offers white-label cloud-based solutions that enable telecom service providers to offer VoIP services, without deploying their own billing and operational support systems.
Its TeliCore hosted platform does switching, billing, rating, routing, reporting, provides self-care portals and more. Clients can also leverage the capabilities of multiple carriers and other third-party providers for DIDs, E911, taxation and other services directly from Telinta’s hosted platform.
At ITEXPO early last year, Telinta unveiled Direct Calling, an addition to its TeliSIM MVNO solution. TeleSIM uses VoIP to replace very expensive GSM so service providers can allow for roaming services at much lower prices. Telinta last year also added Multiple Line Appearance, Phone Book Integration, and Remote Reboot of IP phones functionality to its white-label hosted PBX solution for ITSPs.
Technology Marketing Corp., which stages ITEXPO, recently caught up with Telinta CEO Alex Ferdman to ask him about what his company has in store for ITEXPO this time around, and what his thoughts are about some of the most important technology trends and developments of the day.
How have recent technology changes helped VoIP businesses to grow?
Whenever technologies change, new business opportunities are created. For example, the power of cloud-based solutions puts capabilities within reach for any size VoIP business, where otherwise it required significant capital investment in infrastructure, leasing colo space in one or more data centers, not to mention hiring and training the proper staff to maintain that infrastructure. For VoIP businesses, advances in cloud-based solutions mean that switching and billing is no longer a major investment, but can be easily contracted for a manageable, predictable monthly fee.
Another trend we’ve noticed is that VoIP service providers are interested in the ability to integrate mobile calling with other solutions they provide for the home or office. This integration lets their end users decide where and how to make VoIP calls. Now more than ever, VoIP service providers are interested in integrating multiple solutions.
What does the term collaboration mean to your business?
Alex Ferdman, CEO, Telinta
Collaboration within Telinta occurs every day, at nearly every level. Our various departments work together to define and refine the solutions we provide to VoIP service providers. For example, sales and support work with customers directly and receive their questions and feedback. This translates into improvements to current solutions, and even creates new ones.
Our team of support engineers works 24x7x365 in shifts – so it is often not possible to bring everyone together at the same time for meetings. To help them collaborate and share information, we use several tools that help team members share documents and knowledge that benefit the entire team.
But we realize that collaboration is not limited to internal communications, and our customers need to provide services that help their customers work better too. Telinta’s cloud-based TeliCore softswitch platform supports a variety of VoIP services such as messaging, video, WebRTC, and more. When end users work better and smarter, that benefits our customers, and in turn benefits Telinta.
What types of collaboration tools are most useful for your company?
We use internal chat room and IM. Chat is integrated with our ticketing system, and we can instantly see important events, like when tickets arrive, alarm events [are] being triggered or cleared, which team member takes a ticket, and who works on it. Collaboration means Telinta can avoid collisions.
Since 2002, we’ve found that customers better understand our hosted solutions, and how easy they are to configure, when we show them via a live demonstration. When a VoIP service provider contacts us, one of our team members schedules a desktop-sharing session to show the platform’s interfaces and answer any questions.
When a new customer signs up with Telinta, one of our senior engineers again uses desktop sharing to provide comprehensive training. This is hands-on training, and by the end of the three sessions, the customer is making configurations to the switch, with us there to guide them. This type of demonstration lets customer[s] ask questions about what they are being shown, such as our brandable reseller portals or self-service interfaces for end users, and we can point out the features being discussed.
Are you using messaging technologies to communicate with your customers?
We use an online ticketing system that works via email. Over the years, we’ve learned the best way to communicate with customers who require very detailed technical information is to use a ticketing system where both the customer and our team members have a record of what was discussed. Emails can be retained and easily found by our customers for future reference, more so than IM.
We use this for pre-sales inquiries, technical support, and questions about our monthly invoices. While this type of ticketing system is not usually thought of as a collaboration tool, it has proven very important as such. Since multiple team members and management can see tickets, it enables us to share information and provide the customer with better answers that incorporate the expertise of multiple people.
Do you offer tools that help your customers to leverage analytics to operate more efficiently?
We provide a unique real-time analytical tool, developed by Telinta, which enables customers to make important decisions based on actual data for a variety of key metrics such as ASR, ALOC, and others. We call it CallMon.
While our normal scheduled and on-demand reporting can show a customer how [its] business is performing at the end of the day or the end of the month, CallMon enables Telinta customers to monitor how their business is performing right now.
CallMon also gives customers real-time insights into how their termination carriers are performing, helping them make more informed choices in the marketplace.
We’ve found that real-time analytics are so valuable, that we have included CallMon as a standard part of our offering, available at no extra charge.
How have the growing number of high-visibility security breaches impacted your outlook on security?
Security is of utmost importance to Telinta, and has been since day one.
We offer our customers a comprehensive suite of tools to help them keep their VoIP business secure. TeliShield was developed by Telinta to automatically alert our customer to a potential security issue, without the need for human intervention. One important option is that TeliShield enables our customers to restrict access to their administrative interface to only a predefined set of IP addresses, such as their home or office. TeliCore’s Administrative Interface functions as the command center used to configure their switching and billing environment, control call routing, set prices, configure user portals, and more.
However, we do not stop there. TeliShield automatically scans system logs for potential fraud activity, such as suspicious login attempts and brute force attacks, and instantly notifies our VoIP service provider customer.
To demonstrate our commitment to security, we also offer TeliShield as a standard part of our platform, available to Telinta customers at no additional charge.
We also build security into our daily processes, so that support requests can only be performed via predefined customer email addresses.
How has the growing need for mobility affected your business?
We offer our customers two ways to take advantage of high-growth mobile opportunities.
TeliGlobe is our over-the-top mobile VoIP solution, which includes a leading mobile softphone for both iOS and Android devices.
TeliSIM provides our customers with a highly profitable MVNO solution for cellular voice, data, and SMS services to travelers. TeliSIM uses an entirely new methodology which replaces high-cost mobile termination (provided by mobile operators) with cost-effective VoIP. This means our customers can earn significant profits unlike anything else in the industry, while offering services to their users which are much lower than roaming prices charged by mobile operators.
We are especially proud of TeliSIM, which won ITEXPO’s Best in Show award.
Speaking of ITEXPO, what will you have on display at your booth?
In the main exhibit hall, Telinta will be providing live demonstrations of our TeliCore softswitch platform, our TeliGlobe mobile softphone, and our TeliSIM MVNO solution.
We also have some big announcements [that] we are saving for
ITEXPO! Show attendees should check ITEXPO news each day to see details on new capabilities and offers from Telinta.