Remember when contact centers were just…phones? Classic times—but fast forward to present day and contact centers are now juggling massive tech stacks with diverse deployment models. Communication systems may be on-prem, cloud-based, or frequently a combination of both. With more and more enterprises abandoning a strictly old-school approach, Contact Center as a Service (CCaaS) is expected to reach an enterprise adoption rate of 60% by 2028.
But if your contact center is already in the cloud, how can you gain even greater control over your telephony? When Genesys is your CCaaS of choice, enter Genesys BYOC (Bring Your Own Carrier).
First things first, why does contact center telephony matter?
Customers want to connect with you however they choose—voice, text, video, live chat, or social media. To meet that demand, your contact center should be flexible enough to handle any channel while still delivering an excellent experience across each one. And since voice is still the go-to channel for complex issues—according to 68% of consumers—your telephony infrastructure needs to be especially robust.
This is where many contact centers hit a wall. Legacy systems and standard carrier packages weren’t designed for this kind of flexibility. They force you to work within their limitations instead of adapting to your needs. The result? Subpar service, frustrated customers, and a less-than-ideal bottom line.
Now, consider the alternative: control over your carrier relationships, your tech stack, and how everything interconnects. Sound too good to be true? Genesys Cloud CX phone system paired with a BYOC model can make it happen.
What is Genesys BYOC?
Genesys BYOC lets you pick a preferred telecom carrier to power your Genesys CCaaS solution. Instead of being constrained in a closed ecosystem, you can work with the carrier that best matches your requirements for running a contact center. Best of all, migrating your phone setup to the cloud is ever so simple with Genesys BYOC.
So, what’s in it for your business? What does it offer compared to the native Genesys VoIP services? With BYOC, you can take back control over your usage rates, dramatically reduce telecom costs, and scale your services when and where you need—all without battling complicated networks. When you hand-select a carrier, you’re the one deciding the quality and coverage of your telephony and you can quickly solve support issues by starting directly at the source.
As for your customers? They’ll also enjoy a better experience thanks to higher-quality calling and customizations you can make with carrier-grade APIs to enhance interactions and automate service management.
Is Genesys BYOC the right option for your current path?
Genesys BYOC connects external services or devices to Genesys Cloud CX using SIP trunks. There are two main options for how these connections work: BYOC Cloud for those ready to go all-in with cloud or BYOC Premises for those who want to keep some equipment on-site for a hybrid deployment.
Here’s how Genesys BYOC supports different scenarios (and makes your migration less migraine-y):
- You want a cloud-only solution. Whether moving from on-premises to the cloud or switching between cloud providers, BYOC Cloud lets you create direct SIP trunk connections between your carrier and Genesys’ AWS-based infrastructure. This opens up access to Genesys Cloud CX’s advanced features regardless of whether you’re bringing along an existing carrier or upgrading from native dialing options.
- You want a hybrid connection. If you need interoperability between on-premises equipment and cloud capabilities, BYOC Premises unlocks that possibility for the perfect middle ground. This will enable more flexibility and customization at the call flow level with your existing infrastructure. You can leverage any combination of BYOC Premises, BYOC Cloud, and Genesys VoIP to build a setup that expands your communication options.
No matter where you’re headed, Genesys BYOC puts you in the driver’s seat so you can migrate at your own pace while keeping your trusted carrier relationships intact.
Ready for migration? Here’s how to choose your carrier for BYOC with Genesys.
The shift to the cloud is permanent. In fact, 40.3% of enterprise organizations are integrating cloud-based applications into their on-premises infrastructure, while 31.5% are moving entirely to the cloud. If you’re on the cusp of this transition, there are several factors you should prioritize:
- Ease of migration: Pick a carrier that takes the stress out of the process with expert guidance and hands-on support. This approach might include staggered user migrations, flexible number porting, and instant rollbacks when necessary.
- Improved call quality: You’ll also want a carrier with a solid reputation for crystal-clear voice and reduced latency, with data-driven insights that prove it.
- Easier troubleshooting: The ideal carrier helps your team quickly resolve issues with 24/7/365 technical support and direct access to diagnostics, meaning less downtime for your contact center.
- Access to coverage: Does your business operate across borders? If so, your carrier should have a strong global presence with extensive coverage and in-country regulatory expertise.
- Real-time analytics: Look for a carrier that provides robust insights into call performance with alerts so you can catch anomalies before they disrupt CX.
- Call flow integrations at the network level: Choose a modern carrier that offers more than just a carrier network. Your contact center stack is complex, so check what your carrier can integrate with that allows for optimized call management, routing, authentication, conversational AI, and beyond.
How Bandwidth boosts your Genesys BYOC experience
From a resilient toll-free network to advanced contact center solutions, partnering with Bandwidth to integrate with Genesys gives you everything you need to elevate the BYOC experience.
Better toll-free number management. Bandwidth offers far-reaching telephony that connects you to over 93% of the world’s economy. This makes it easy for your customers to reach you, regardless of location. But with our 5x carrier redundancy for toll-free and exceptional disaster recovery, your operations are safeguarded in the face of outages and disruptions.
Better customer interactions. Bandwidth’s MaestroTM platform brings together voice calling, emergency services, messaging, and a suite of best-in-class integrations to enhance your CX.
- Visual builder: Create and orchestrate complex call flows with an intuitive drag-and-drop interface in the Bandwidth App.
- Call verification: Authenticate caller identities in real time and protect your contact center against fraudulent activities.
- Voice biometrics: Integrate Pindrop voice recognition technology to verify customers and add an extra layer of security.
- Conversational AI: AIBridge connects you with leading conversational AI tools, enabling your agents to focus on complex customer needs.
Integration in action: How Genesys BYOC works
Ready to see Genesys Cloud CX with BYOC come to life? Here’s how to connect your Genesys cloud phone system with your carrier—and take complete control of your enterprise telephony.
Let’s start with the Genesys BYOC basics.
1. Enable BYOC
First, set up a Genesys Cloud account and add the BYOC Cloud feature to your subscription. Next, coordinate with your third-party carrier (like Bandwidth!) to make sure they’re ready to connect with BYOC Cloud and meet the following technical requirements for compatibility:
- Compliance with SIP standards for proper request routing
- Support for transport protocols such as UDP, TCP, or TLS
- A public IP address or hostname for accessibility
For Bandwidth users, it’s essential to have a registered account with assigned numbers and a live Genesys Cloud CX instance with BYOC Cloud from the AppFoundry.
2. Establish a location
Identify a physical location for your organization, which is required for activating services like emergency calling. This is especially important for compliance with 911 regulations like RAY BAUM’s Act and Kari’s Law in the United States.
3. Set up your site
Create and configure the site by setting telephony properties, call classification rules, and outbound routing rules. At this stage, be sure to allocate the appropriate SIP and media resources.
4. Connect to your carrier
Each carrier will require a different setup process based on their unique systems and network. Generally speaking, you’ll see the next steps look something like this:
- Create a SIP trunk for your carrier or PBX
- Configure inbound and outbound SIP settings on the external trunk
- Set up and assign phone numbers from your carrier to Genesys Cloud CX users
- Place test calls to check your setup
For more information on how to connect with Bandwidth as your carrier, follow our implementation guide.
Build better with Bandwidth-powered BYOC
With Genesys Cloud CX BYOC, you get to customize your telephony setup exactly how you want it. And when you pair it with Bandwidth, you’re backed by a carrier that delivers global, resilient customer experiences. Talk to an expert to see how Bandwidth can support your BYOC implementation for the Genesys cloud phone system.
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