Telecommunication competition has historically concentrated on the ability of one company to beat the rates of another; those unable to cut the cost of their service inevitably lose out on business. TNCI (News - Alert) has been offering competitive telecom routing services since the early 90’s and recently began offering a dedicated long distance solution aimed at cutting wholesale routing costs for call centers and enterprise level communication. The service called TNCInet Dedicated Long Distance Service is offered over TNCI’s Private IP network, which lets the company control the level of quality in the call. This has resulted in carrier level voice quality at prices that were unavailable only a short time ago.  

Recently I was able to sit down with TNCI’s AVP of Marketing, Jeanne Duca to discuss the new product, where the need for it arose and how it will benefit customers.

CD: In what way will call and contact centers benefit from this new long distance offering?

JD: First of course is the extremely aggressive rate…as low as $.0099/minute. In many cases however, the 15 Second ALOC is the real draw. As many carriers have moved to enforce and even tighten requirements regarding Short Duration Calling, the opportunity for the Call and Contact Centers to better manage their expectations and work within their existing calling models is critical. While many carriers address requirements in terms of ‘percentages of calls at or below specific intervals’ TNCI’s use of the ALOC measurement provides call and contact centers with more flexibility in meeting stated requirements.

CD: How did your company come to find that this was a fundamental need amongst the customer base?

JD: TNCI’s history and experience has its roots in this space. Our understanding of the requirements of businesses such as these makes us keenly aware of the challenges they face and the solutions they need to meet those challenges.

CD: What kind of feedback have you had since launching your new pricing model?

JD: We have seen tremendous interest in the TNCInet™ Dedicated LD Solution from the independent Agent Channel…who in turn are finding much interest among the call and contact centers both within and outside of their current base.

CD: Historically what kind of products has your company focused on?

JD: TNCI has been providing telecommunications services through the independent agent channel for over 20 years.  For most of that time we operated as a switchless reseller with relationships with Tier 1 carriers including Qwest, Sprint (News - Alert), AT&T, Verizon and others. In 2007 we began the design and implementation of our own nationwide Private IP network…TNCInet™….since that time our strategy has been to focus our efforts and those of our independent agents more and more on the TNCInet™ suite of solutions which include DIA, Integrated Voice, and Dedicated LD. TNCInet™ also supports TIP Trunking.

CD What direction do you see the field of call center long distance service moving?

JD: As with any business rooted in technology we would imagine the delivery of services through the cloud to be of importance moving forward as well as the advantages offered by integrated IP voice services such as TNCInet™ Dedicated Long Distance for Call Centers.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco