Currently many companies have begun to understand importance of customer service, or even proper Tele marketing, so they want to have a team of Tele callers or team of technical people who will provide support on phone to their customers.

They also provide their users, a proper CRM software so that all user activities can be recorded. Now, since all their communication is thru telephone, they require that their software should work with Telephony system, so they need a BTI Solution (i.e. Business Telephony Integration Solution).

However, for a Business Telephony Integration to work properly, they require a PRI line instead of old analog GSM/PSTN lines.

However, they are reluctant to change change to PRI due to following reasons:

  1. Their numbers are publicly known for a long period, so they cant discontinue them.

  2. They have some very good (Calling) plans for their GSM/PSTN lines, which are too lucrative to discontinue.

  3. Lastly they think that PRI is too costly as a technology.

Now let us understand the reasons they should switch over to PRI lines.

  1. Overcoming problem of changing existing number.

    1. Firstly let us understand that today or tomorrow, we will have to change since PSTN technology is very very old - and someday its going to change. So why not now?

    2. Next, we can forward that old number to our new PRI number, and when someone calls on that number, we will play an IVR file, saying that the number has changed, we might have to do this for few weeks / months. (we will also backup this system with publishing our new numbers everywhere.)

  2. Which cost is more important?

    1. If PRI call charges are say 0.50 ps per call, and GSM charges are say .05 paise per call, it means that per minute we will be saving 0.45 paise per call.

    2. Now consider the human cost, which is involved in this whole process.

      1. If the person who is making calls has salary of Rs. 12,000 per month.

      2. Plus Rs. 3000 as other CTC - so his monthly salary bill is Rs. 15,000 and Rs. 750 per day (considering 5 sundays and 3 paid holidays and 2 festivals). Also out of 8 hours of work he is generally working for 5 hours productive time - which means his per minute cost is Rs. 2.50 per minute (750 / 5 hours / 60 mins).

      3. Now say, in whole day that person makes 50 calls (which means he might be dialing around 100 calls - some people might not answer or some might be busy)

      4. Now as we can see below in Technical advantages you save 30 seconds every time you dial a call - which is means on every call we are saving nearly Rs. 1.25.

  3. Telephony is just a part of bigger solution.

    1. There is a huge advantage in terms of increased business, increase customer satisfaction and increased employee productivity.

    2. Telephony and its call charges are a small part of whole solution cost.

  1. Technical Advantage:

    1. GSM/PSTN is too old technology, they are essentially analogue in nature, so when they have to communicate with business software (which is purely digital) they create a bottle neck.

    2. Both are too slow, for example - it takes normally 29 to 34 seconds for a GSM/PSTN to place a call, where as for PRI it is generally 4 to 5 seconds.

    3. DID/DOD. (see PSTN V/s PRI Comparision for more details)

    4. Digital Crystal Clear voice.

    5. 30 simultaneous channels.

    6. 100 numbers.

To summaries, it is evident that PRI lines (and VOIP in future) are here to stay. and When new technology comes, it will be slightly costly at first but then it becomes reasonable. Also, if the technology change gives a considerable advantage/benefit, then the additional cost is justified. eg: Motor Cycle is very costly as compared to Cycle - but then it also offers many advantages.

Enjay Synapse Provides seamless integration between Business Software & Telephony.