Transforming the VoIP user experience
Market-leading UK VoIP provider
HIPCOM is a market-leading provider of next generation voice services in the UK. It provides wholesale communication services from a real-time platform that can be uniquely branded by HIPCOM’s customers.
The HIPCOM platform is an ecosystem of pre-integrated voice-ready application services that include Hosted IP Telephony, SIP Trunking, Call Recording, Microsoft UC-Connect, Business Continuity Solutions, Service Assurance and Web 2.0 Voice Applications.
“HIPCOM continues to rely on NetFore as a trusted integration partner. NetFore has been instrumental in the implementation of HIPCOM’s back-office and user portals, and consistently demonstrates value with a keen understanding of IP service delivery and the ability to deliver high-quality software solutions.”
Paul Aabryn
Strategy Director, HIPCOM
Challenges
A growing customer base
As HIPCOM’s customer base continued to grow rapidly, it was looking for ways to help its wholesale VoIP customers streamline the provisioning and configuration of new accounts.
Manual touch points
The existing provisioning system was partially automated but still relied on manual steps to complete the service provisioning process. Manual steps added cost and increased provisioning errors.
A better user experience
HIPCOM’s customers could not use the VoIP portal to configure their voice and messaging services, because it did not support the latest feature set provided by the VoIP application server.
Solution
OSS/BSS integration
NetFore enabled HIPCOM’s order management system to send provisioning data directly to the provisioning system to simplify and automate the provisioning workflow.
Support for more VoIP features
NetFore redesigned HIPCOM’s existing VoIP end user portal, which improved usability and added support for the latest voice and unified messaging features.
Simplified user experience
CSRs do not have to enter as much data manually, which improves the user experience and results in fewer errors and decreased order fallout.
