How to Realize Huge Cost Savings by Replacing 1-800 Numbers

Ask the SIP Trunk Expert

How to Realize Huge Cost Savings by Replacing 1-800 Numbers

By TMCnet Special Guest
Karl Stahl, CEO and CTO of Ingate Systems
  |  July 22, 2015

WebRTC – real-time communications directly in Web browsers – is coming. The standardization in IETF and W3C (News - Alert) is being finalized, and telecom companies, other service providers, and product vendors are accelerating their development and offerings.

We have earlier in this column outlined how WebRTC, implemented in the E-SBC, can be the future of SIP trunking. The most valuable application may very well be replacement of 1-800 numbers, as millions of dollars are spent by call centers on toll-free number fees, for customers to get in touch.

With a minute price around 4 cents for a 1-800 number call, the cost is:

For 60 minutes = $2.50/hour

For 8 hours = $20/day

For 20 days = $400/month

For 12 months = $4,800/year

For three years = $14,400

Ingate System’s Companion product is an advanced extension to its SIParator E-SBC, connecting IP PBX (News - Alert)/UC solutions and call centers to ITSP’s SIP trunks. The Companion adds WebRTC features by providing WebRTC gateway, Web browser clients, connectivity, security and the most valuable feature: click-to-call on websites instead finding a phone to call a 1-800 number. At the recent WebRTC conference, Ingate showed how Click-to-Calling went directly to the call center without passing the costly telephone network and with added chat and screen sharing features (see 

Since a good WebRTC and SIP E-SBC product interfacing directly to IP PBXs, UC solutions, or call centers can handle a thousand simultaneous calls, a single box may change the revenue stream of $15 million. Carriers and vendors (of PBXs, UC solutions, and call center solutions) are developing solutions to be able to offer the context-sensitive, feature-rich website click-to-call function.

1-800 numbers are most often found on organizations’ websites, where it is natural to click-to-call rather than finding a telephone and dialing the number. In addition, you can get hi-fi voice, video, screen-sharing, and chat. Additionally, context information (i.e. the customer’s number, what the customer was looking at on the site, or what the caller indicated was his or her reason for calling) from the website can be conveyed to the call agent.

WebRTC will transform how we communicate in real time between users, but it will also widen the role of the service provider. This was a theme of one session at TMC’s (News - Alert) recent WebRTC Conference in Miami. You can find the presentation on the Ingate website.

Karl Stahl is CEO and CTO of Ingate Systems.

Edited by Dominick Sorrentino