Australians when faced with a problem that requires contacting their telecommunications provider will automatically expect the worst from their pending call. Long call wait times, automated attempts at troubleshooting, low level support that takes them through a script with no real understanding of the problem before escalating to another team which takes days to address the issue. When discussing telecommunications, you are hard pressed to find someone who can’t instantly recall cases of unhelpful customer service, large expenses and service disruptions.

Edge Telecommunications was designed and developed from the ground up to solve the most commonly experienced telecommunications nightmares. The founders of Edge Telecommunications had previously tried to utilize existing telephone systems to meet their businesses needs but found themselves running into feature limitations, escalating costs, large delays and continual call quality issues. It was at that point the decision was made to build a system that was more suited to their business needs. After a successful system had been implemented, there was a growing number of businesses that were attracted to the idea of a purpose-built system, and so their platform was developed as directed by the requests from their increasing customer base.

The overarching goals of systematically solving the many industry pain points of lack of flexibility, expensive and prohibitive contracts, tiered or plan pricing that doesn’t suit every situation, inefficient and frustrating customer service, and poor call quality and reliability, led the EdgeTel team to completely redesign and redevelop the system to become one of the countries leading VoIP platforms with smile-inducing levels of performance, functionality, service and pricing. By having development and business direction be steered via the EdgeTel client and reseller base, EdgeTel has been able to construct both a business and an experience of the telecommunications industry that genuinely (and pleasantly) surprises anyone interacting with the business for the first time.

EdgeTel has a “minimal customer time” philosophy to customer service, where calls are immediately answered by a senior technician, calls are never escalated, technicians take an approach of ensuring they have both properly diagnosed and found the correct solution before asking the customer to do anything.

Customer retention is achieved solely through positive interactions and solid service reliability. EdgeTel has no contracts, no lock in periods, no minimum spends and instead relies entirely on customers being thrilled with their service, and never experiencing a problem, as a reason to continue utilizing the service.

EdgeTel has partnered with many international telecommunications experts to develop from scratch a purpose-built system that surpasses existing systems in terms of reliability and functionality, and with many years of 100% service availability under their belt, this has proven to be a successful undertaking.

The pandemic provided a perfect use case for the geographically independent system EdgeTel had created, and during a time where many telecommunications networks were becoming overwhelmed with the increased demand caused by the increase in work-from-home traffic, EdgeTel’s scalable and flexible design was able to shine, easily accommodating the growth and providing a flawless experience.

Where work is no longer a place it’s more often just a space, the EdgeTel phone system allows businesses to provide flexibility for staff and take back control over the telecommunications portion of their business and also save money in the process!

For more information about EdgeTel, visit edgetel.com.au