Interview with Telco Provider: How Integration Middleware Added Value to Our Communication Tool

When IT folks hear the term ‘integration middleware’, they usually think about a tool that works somewhere deep in the background, pushing data back and forth to support business processes. But what if an integration middleware is used as an instrument to build an entirely new product or increase added value of an existing one?

Just last month we showcased this trend in our webinar with the CTO of Star2Star, a US-based telecommunications company. He explained how his team used an integration middleware that supports the API-first approach to create an enterprise-ready communication platform as a service and bring it to the market faster.

This week, we’d like to share with you an interview with another telco company, based in the Czech Republic. Martin Olexik, Product Owner at IPEX, explains how a cloud-based integration middleware allowed them to redefine their already existing tool for unified communications.

I understand you have several products. Which one exactly received the ‘integration middleware boost’?

This is our product called Communicator, which is used by end customers for calls, chats and video meetings. In other words, it is a multifaceted unified communications tool. You can use it in your browser or download an app for Linux, iOS and Windows.

What is special about this product is that it is actually white-labelled. We prepare everything necessary for the administration and maintenance of this service, and then offer it as a package to other companies, which can then adjust its look according to their own corporate colors.

Another special feature of the Communicator is its Presence Bot, which is, generally speaking, the database of presence. It is connected to various systems of presence checking whether you are available at the moment of an incoming audio or video call. If you’re not available, the caller will be suggested to leave a message, call back later or request a callback.

How does the new version of this tool differ from the previous one?

We’ve been offering our PBX solution for many years, and the Presence Bot was part of that solution too. Now we are working on a new PBX that will be smarter and faster. We’re also working on a new Communicator, for which the Presence Bot would need more presence information sources to check. The old Presence Bot only checked the PBX, the [old] Communicator, and the Outlook Calendar, which was simple. This time we have at least 5–6 more sources to connect to the Presence Bot, for example, the Google Calendar.

We also wanted to enable the integration capability of the Communicator with various different CRM systems.

What was the reason for the product upgrade?

It’s about business. We wanted to deliver a high-value product to our customers, something that is likely to address more than just one of their business needs. Imagine the following two solutions:

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