How to connect to multiple UCaaS with Carrier Automate

We’ve already talked about how Carrier Automate provides a simple, low-touch digital journey, but what are the specific steps that are needed to get users making calls? With our newly refreshed UI making the process as streamlined as possible, the entire Carrier Automate journey for the Provider, the end customer and the end user can be drilled down to six phases:

  1. The end customer selects their Carrier and reaches out through the BYOC marketplace
  2. The Carrier manages the lead through Carrier Automate
  3. The agreement is created between the Carrier and end customer
  4. The Carrier adds the end customer and begins allocating numbers
  5. The end user starts making calls
  6. The Carrier unlocks insights using the Carrier Automate analytics tool

This blog will explain each of these six phases and demonstrate just how easy it is to attract customers and use the Carrier Automate portal to its fullest potential.

1. The end customer selects their Carrier and reaches out to their selected partner

This stage is all performed natively in the chosen UC platform, whether that be Teams, Zoom, or Webex. The end customer admin navigates to the respective marketplace and finds their chosen Carrier. One of the best early value-adds for creating an offering with Carrier Automate is that you are listed alongside your competitors in the marketplace. This makes it easy for end-customers to reach out to you and deploy your offering.

For example: For Microsoft Teams, the customer’s Teams admin navigates to the admin centre and accesses the Operator Connect marketplace. From here they reach out directly to the Carrier.


2. The Carrier manages the lead through the Carrier Automate product

With Carrier Automate you can easily manage sales leads. As the lead comes in you can automatically list customers who have shown interest in your services. You can also track the sales journey of each customer from customer interest to agreement signed. This means that all your sales leads and their status can be easily tracked in one place.


3. The agreement is created between the Carrier and end customer

The agreement creation between the Carrier and the end customer can be managed in a number of ways and more often than not will differ from Carrier to Carrier.​

One aspect that remains the same throughout most customer journeys is that the end user begins the process by accessing the Carrier’s website via their chosen UCaaS.

This is a critical step in the process, ensuring the customer is correctly set up (contractually and billing) and the end user is properly equipped with PSTN calling capability.


4. The Carrier adds the end customer and begins allocating numbers

Through the admin portal you have the ability to create new customers in just a few clicks. Not only this but you can also allocate numbers to a customer and add numbers to a customer’s UCaaS. With our new and improved UIs for both Service Provider and end-customer it is easier than ever to push numbers into UC platforms. This means cutting edge streamlining and efficiency – there is no need to switch between the Teams Admin Center and Carrier Automate portal.

After allocating numbers you can then use Carrier Automate for configuration. This includes routing profiles, licenced usage and usage type. Through the portal you can see the automatically updated status of each of these stages and if later on you are looking to remove or delete numbers, these actions are also both fully supported and automated.

When it comes to number management, the end customer can monitor order status, user creation , number setup and service allocation, as well as number status. This is all performed within the Carrier Automate customer portal.


5. The end user starts making calls

After allocation, all the end customer has to do is assign their numbers in Teams. Their users can now immediately start making and receiving calls.

Carrier Automate provides a service that ensures a continued Teams experience but with added PSTN connectivity. Once they have an allocated number the end user will still be able to utilise all the functionality and features of Teams as before – there is no disruption to their way of working.

The end user keeps their familiar interface, call history, contacts and call handling features and outbound calls will be made within the native call window.

The user will also now be able to transfer, hold and forward calls thanks to your services. End users will also have access to voicemail features.


6. The Provider unlocks insights using the Carrier Automate analytics tool

The Carrier Automate admin portal contains powerful reporting tools. After your customers are set up through Carrier Automate, you can monitor their analytics with ease. With a newly refreshed reporting UI and overall improvements across the analytics deck you can monitor things such as:

  • Minutes of use by users
  • Number of call attempts by users
  • To and from Teams RRT (ms)
  • SEER %
  • From Teams % jitter

The modular layout of our analytics tool makes is fully tailorable to your needs, making it key for business reporting.

With Carrier Automate our overall vision is to unlock the multi-UCaaS universe for our partners and their end users. With our streamlined UI you can effortlessly connect, launch and scale an offering built around multiple UC platforms. We have in-depth expertise and route to market so we can work with you to get you thriving on whichever UCaaS platform you choose. With Carrier Automate you can have effortless number management, operational support tooling, insightful analytics and comprehensive market launch support all in one simple and intuitive platform.

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