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In this article, we will tell you about a telephone company that started offering a cloud PBX service based on BroadWorks, realized that providing a competitive system with the Cisco platform was becoming challenging, and successfully migrated to Digital Tide. How a telecom operator migrated from BroadWorks to Digital Tide, doubled revenue, and improved service quality. Complete migration case study with timeline and results.
Our client is a large telecom company providing mobile and fixed-line services. They primarily work with corporate clients and hold a 40% market share of the B2B segment in a big city. About ten years ago, the operator started providing business services, including a cloud PBX.
For launching this solution, they chose Cisco BroadWorks, one of the most popular platforms at that time and well-suited for handling hundreds of thousands of subscribers.
After several years, the operator began to notice the following characteristics of BroadWorks:
Cisco updated BroadWorks only a few times a year while other vendors evolved their products more often. Hence, competitors offered their subscribers a more up-to-date service.
Initially, subscribers were satisfied with call forwarding, call transfer, conferencing, and IVR. However, over time, they started to need integrations with CRM systems, call tracking, and other modern features Cisco couldn’t provide.
Customizing the platform required vendor developers' involvement. However, maintaining a connection with BroadWorks was expensive and time-consuming, so the operator’s engineers stopped pursuing these enhancements.
Despite these limitations, the operator was reluctant to switch platforms due to purchasing BroadWorks licenses. Nevertheless, their subscribers started migrating to more modern cloud PBX services. As a result, the operator decided to migrate to Digital Tide, as this platform best met their requirements.
The migration from Cisco BroadWorks to Digital Tide occurred in several stages.
Engineers deployed the platform within the operator’s network, configured the SIP trunk, and connected the telephony. Once the operator accessed Digital Tide, they began onboarding new subscribers directly to this platform.
The company spent three months testing the platform. During this time, the workload on the operator’s engineers increased as they had to manage operations on both Digital Tide and BroadWorks simultaneously. After the operator and the vendor were confident that new subscribers were seamlessly using the cloud PBX service based on Digital Tide, the migration of existing subscribers began.
The operator contacted existing clients and offered them to switch to Digital Tide, and the majority agreed. Managers discussed the new service packages and pricing plans, and each customer received another domain. Some subscribers rented IP phones and VoIP gateways from the operator, while others used their own equipment. In both cases, the operator’s engineers assisted with setup if any difficulties arose.
Several customers were reluctant to pay more after migration to the new platform. The operator agreed to keep them on their existing pricing plans and transferred them to Digital Tide as part of the planned work. Clients were granted access to their user domains via email.
The migration to the new platform took approximately six months and proceeded with revenue growth without losing the subscriber base. The company achieved the following results:
The operator identified the limitations of BroadWorks in time and successfully migrated to Digital Tide. Now, they increase service sales while the vendor regularly updates the platform and is ready to answer any questions anytime.
In this article, we will tell you about a telephone company that started offering a cloud PBX service based on BroadWorks, realized that providing a competitive system with the Cisco platform was becoming challenging, and successfully migrated to Digital Tide. How a telecom operator migrated from BroadWorks to Digital Tide, doubled revenue, and improved service quality. Complete migration case study with timeline and results.
Our client is a large telecom company providing mobile and fixed-line services. They primarily work with corporate clients and hold a 40% market share of the B2B segment in a big city. About ten years ago, the operator started providing business services, including a cloud PBX.
For launching this solution, they chose Cisco BroadWorks, one of the most popular platforms at that time and well-suited for handling hundreds of thousands of subscribers.
After several years, the operator began to notice the following characteristics of BroadWorks:
Cisco updated BroadWorks only a few times a year while other vendors evolved their products more often. Hence, competitors offered their subscribers a more up-to-date service.
Initially, subscribers were satisfied with call forwarding, call transfer, conferencing, and IVR. However, over time, they started to need integrations with CRM systems, call tracking, and other modern features Cisco couldn’t provide.
Customizing the platform required vendor developers' involvement. However, maintaining a connection with BroadWorks was expensive and time-consuming, so the operator’s engineers stopped pursuing these enhancements.
Despite these limitations, the operator was reluctant to switch platforms due to purchasing BroadWorks licenses. Nevertheless, their subscribers started migrating to more modern cloud PBX services. As a result, the operator decided to migrate to Digital Tide, as this platform best met their requirements.
The migration from Cisco BroadWorks to Digital Tide occurred in several stages.
Engineers deployed the platform within the operator’s network, configured the SIP trunk, and connected the telephony. Once the operator accessed Digital Tide, they began onboarding new subscribers directly to this platform.
The company spent three months testing the platform. During this time, the workload on the operator’s engineers increased as they had to manage operations on both Digital Tide and BroadWorks simultaneously. After the operator and the vendor were confident that new subscribers were seamlessly using the cloud PBX service based on Digital Tide, the migration of existing subscribers began.
The operator contacted existing clients and offered them to switch to Digital Tide, and the majority agreed. Managers discussed the new service packages and pricing plans, and each customer received another domain. Some subscribers rented IP phones and VoIP gateways from the operator, while others used their own equipment. In both cases, the operator’s engineers assisted with setup if any difficulties arose.
Several customers were reluctant to pay more after migration to the new platform. The operator agreed to keep them on their existing pricing plans and transferred them to Digital Tide as part of the planned work. Clients were granted access to their user domains via email.
The migration to the new platform took approximately six months and proceeded with revenue growth without losing the subscriber base. The company achieved the following results:
The operator identified the limitations of BroadWorks in time and successfully migrated to Digital Tide. Now, they increase service sales while the vendor regularly updates the platform and is ready to answer any questions anytime.
In this article, we will tell you about a telephone company that started offering a cloud PBX service based on BroadWorks, realized that providing a competitive system with the Cisco platform was becoming challenging, and successfully migrated to Digital Tide. How a telecom operator migrated from BroadWorks to Digital Tide, doubled revenue, and improved service quality. Complete migration case study with timeline and results.
Our client is a large telecom company providing mobile and fixed-line services. They primarily work with corporate clients and hold a 40% market share of the B2B segment in a big city. About ten years ago, the operator started providing business services, including a cloud PBX.
For launching this solution, they chose Cisco BroadWorks, one of the most popular platforms at that time and well-suited for handling hundreds of thousands of subscribers.
After several years, the operator began to notice the following characteristics of BroadWorks:
Cisco updated BroadWorks only a few times a year while other vendors evolved their products more often. Hence, competitors offered their subscribers a more up-to-date service.
Initially, subscribers were satisfied with call forwarding, call transfer, conferencing, and IVR. However, over time, they started to need integrations with CRM systems, call tracking, and other modern features Cisco couldn’t provide.
Customizing the platform required vendor developers' involvement. However, maintaining a connection with BroadWorks was expensive and time-consuming, so the operator’s engineers stopped pursuing these enhancements.
Despite these limitations, the operator was reluctant to switch platforms due to purchasing BroadWorks licenses. Nevertheless, their subscribers started migrating to more modern cloud PBX services. As a result, the operator decided to migrate to Digital Tide, as this platform best met their requirements.
The migration from Cisco BroadWorks to Digital Tide occurred in several stages.
Engineers deployed the platform within the operator’s network, configured the SIP trunk, and connected the telephony. Once the operator accessed Digital Tide, they began onboarding new subscribers directly to this platform.
The company spent three months testing the platform. During this time, the workload on the operator’s engineers increased as they had to manage operations on both Digital Tide and BroadWorks simultaneously. After the operator and the vendor were confident that new subscribers were seamlessly using the cloud PBX service based on Digital Tide, the migration of existing subscribers began.
The operator contacted existing clients and offered them to switch to Digital Tide, and the majority agreed. Managers discussed the new service packages and pricing plans, and each customer received another domain. Some subscribers rented IP phones and VoIP gateways from the operator, while others used their own equipment. In both cases, the operator’s engineers assisted with setup if any difficulties arose.
Several customers were reluctant to pay more after migration to the new platform. The operator agreed to keep them on their existing pricing plans and transferred them to Digital Tide as part of the planned work. Clients were granted access to their user domains via email.
The migration to the new platform took approximately six months and proceeded with revenue growth without losing the subscriber base. The company achieved the following results:
The operator identified the limitations of BroadWorks in time and successfully migrated to Digital Tide. Now, they increase service sales while the vendor regularly updates the platform and is ready to answer any questions anytime.
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