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DialogTech Invigorates Small-to-Mid-Size Carrier Market With Cloud Telephony Services

CHICAGO—April 21, 2009—DialogTech today began offering carriers the opportunity to provide advanced, “cloud” telephony applications to their customers at a level of investment that removes previous barriers to entry.  All carriers, CLECs, ILECs, hosted PBX companies, and cable multi-system operators (MSOs) with softswitches in their architecture can now connect to DialogTech and expand their service offerings to include features like full-function IVR, Call Queuing, Call Tracking and “Find Me” Call Forwarding, and complete applications such as Voice Broadcasting, Store Locator, and Lead Distributor.

The key to this new sales model is DialogTech’s launch of Session Initiation Protocol (SIP) trunking, which allows carriers to connect to DialogTech and route certain calls to “smart ports” on the DialogTech platform, yet retain origination and termination.  While in theory, a carrier could establish a trunk to DialogTech via PSTN to get access to DialogTech services, the setup and configuration would be prohibitive and costly: SIP helps make the routing logic at the switch (or in this case, softswitch) far simpler.

“Carriers who want to offer advanced services have previously faced a real investment dilemma:  either make a six-figure investment gamble on hardware and software and hope that customers pay for the new features, or don’t, and hope you don’t lose customers to competitors,” said DialogTech CEO Irv Shapiro. “DialogTech is changing the game. Carriers make a far lower investment commitment, get access to industry-leading features, add capacity with us as they grow, and keep their customers very happy by continuing to serve them directly. For CLECs that want to compete on services and features, this will radically change the competitive dynamics.”

The white label offering enabled through SIP connectivity represents a logical evolution of DialogTech’s sales channel strategy.  ”We started by selling direct to SMBs, then broadened our sales model to serve SMBs through an active reseller program,” said Shapiro. “Now, by offering our services on a white-label basis to carriers, we have the ability to offer our easy-to-configure tools to millions of SMB customers through the carriers who service them.”

To illustrate the new model, a small business customer of a CLEC might want an IVR for their business.  They sign up for that service through their CLEC and configure the IVR using DialogTech’s white-labeled web-based GUI.  Then an inbound call to that small business will get routed to DialogTech for IVR call handling.  In this example, the caller might say “agent” to reach a customer service representative, with DialogTech applying routing logic to the call, then passing it back to the carrier for termination.

The benefits to carriers of using DialogTech’s white-labeled services include:

  • Dramatically lower up-front investment, in both capital and provisioning effort versus typical offerings from softswitch vendors
  • Access to complete DialogTech applications such as Voice Broadcasting, Store Locator and Lead Distributor
  • Ease-of-configuration for carriers’ end users in building custom solutions
  • Flexible pricing and capacity options for intelligent call-handling from DialogTech
  • Access to all DialogTech products and applications

In addition, carriers retain the service delivery components that are important to them, including:

  • Origination and termination
  • Customer management and service, with “level two” support available through DialogTech for advanced features
  • Full control of marketing and pricing to carrier’s customers

All of DialogTech’s industry-leading products and services are available to carriers through SIP trunking, including: Hosted IVR, Voice Broadcasting, Call Tracking, Find Me, Click-to-Call, Google Analytics® Integration, Virtual Call Center and more.  To see the complete array of DialogTech’s services, please visit .

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