Smartphone, Telephony Image by Gerd Altmann from PixabayBICS has announced that Kaisa, the customer engagement platform used by firms such as Toyota, Suzuki, JLL and eBay, will leverage its platform as a primary provider for its voice calls. Kaisa, which rebranded from FreeSpee earlier this year, will enable customers to make calls from its platform using BICS SIP trunking.

Kaisa is a customer engagement platform that helps brands navigate customer journeys that can take months rather than seconds. It helps organizations to personalize their customer journeys especially where sales cycles are long, such as vehicle purchases. The platform helps to automate communication between seller and customer. Integrating with CRM but ensuring that it supports the multiple channels customers look for today.

One of the most important communication channels is still voice calls. Often, car dealers need to contact prospects to arrange test drives and confirm appointments. Or customers may want to make calls to have queries answered. Facilitating these calls is crucial. Car dealerships, marketplaces and manufacturers need to ensure that the calls can be made and received successfully.

Kaisa has supported voice calls for some time. However, with multinational clients, it had agreements with different telcos to cover different countries. The agreement with BICS will enable it to take advantage of the BICS global network. Bringing a level of consistency and easing the administration and technology burden that supporting multiple suppliers brings.

Daniel Petrell, CEO of Kaisa, commented, “This is an exciting time for Kaisa, which has recently rebranded and is growing its team and customer base. This partnership with BICS is another step on this journey, as it will allow us to more easily scale communications and touchpoints to our expanding customers across Europe and the world.”

Improving scalability, quality and efficiency with BICS

Using the BICS network, Kaisa now has a scalable and efficient platform to deliver its voice communication services to clients. Kaisa can now consolidate services across multiple markets to a single provide. The agreement will also ensure a consistent and reliable quality of service and reduce inefficiencies such as unused phone numbers.

Mikael Schachne, Chief Revenue Officer, Enterprise at BICS (image credit - LinkedIn)
Mikael Schachne, Chief Revenue Officer, Enterprise at BICS

Using the MyBICS Mynumbers portal and APIs, Kaisa can quickly set up new numbers for end customers. And equally quickly release those that are not used any more. Also, with BICS’s global footprint, expanding into new territories means that they no longer have to find a new telephony partner to work with, especially in Europe, saving time and costs. With BICS operating in most of the countries that Kaisa hopes to expand in, compliance issues are quickly overcome. As well as reducing the barriers to entry and enabling Kaisa to support customers as they expand.

Mikael Schachne, Chief Revenue Officer, Enterprise from BICS, commented, “Platforms like Kaisa are designed to make communications feel effortless, but sometimes the tech under the bonnet can be a lot to manage,” says “With global coverage and our automated platform to set up SIP Trunking calls, BICS will make the process as seamless for Kaisa as it does for its end users. This way, they’ll be free to focus on what they do best – building better customer journeys and supporting businesses as they grow and expand.

Enterprise Times: What does this mean

The BICS deal with Kaisa is not a huge deal in terms of volume, but it is important. It demonstrates that the world of national telephony companies is coming to an end. With SIP calls from global telephony companies like BICS working for smaller firms.

The deal will enable Kaisa to expand more efficiently into new markets. BICS continues to connect people across its network both with its voice and mobile data services. The latest deal with increase its share of the European market. It now needs to deliver the service and extract a case study from Kaisa to persuade other SaaS companies to follow suit.  Embedding voice into CRM and customer engagement platforms using API should be straightforward; doing it cost-effectively to support multinational organisations is harder. However, BICS is showing that it can be achieved in a cost effective, scalable and efficient way.


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