The call center they couldn't buy: Nagog Innovation builds its own on Telnyx
Oct 1, 2026•3 min read
The software Nagog Innovation wanted didn't exist on the platforms it was renting. The Greater Boston BPO had spent a couple of years answering customer calls on DialPad and RingCentral, and the plan for what came next kept running into the same wall.
"We want to develop our own software, the call center system," said Jack Lee, President of Nagog Innovation Technology. "We want to add some AI features, and DialPad and RingCentral are traditional companies. They didn't support this feature. This is why we searched online, and finally we chose Telnyx as our partner."
Founded in 2021, Nagog Innovation provides customer support outsourcing, help desk, network management and back-office services. Its product is other companies' phone lines, which is exactly why owning the system that answers them matters.
When the platform becomes the limit
A traditional seat on a traditional platform works fine until you want the platform to do something new. For a BPO heading into AI-assisted support, that ceiling arrived quickly. Building its own call center software meant Nagog needed a carrier that exposes the raw pieces, starting with phone numbers it could programmatically control and a Voice API its developers could build against rather than a finished interface it had to live inside.
The evaluation started the way most engineering decisions do now. The team searched, read, and compared. "The evaluation online is good," said Lee. "We just created an account, and it's very easy to use."
Twenty numbers a week
The migration is already underway in production. Numbers are moving off DialPad and RingCentral and into Nagog's own system in a steady weekly rhythm.
"This week we transferred some calls from DialPad and RingCentral to our system," said Lee. "Every week, we will transfer around twenty numbers into Telnyx." The intent is total. "We will gradually move all the numbers from DialPad and RingCentral to our phone system."
Inside the new system, calls ride SIP trunking into software Nagog controls end to end. "With the Telnyx platform, we can do the outbound, inbound, we can do our monitoring work, or add some AI features in the call center," said Lee. "And everything is going well." Those voice AI capabilities were the reason the old platforms had to go, and now they sit inside a call center the company actually owns.
Room to start small
Nagog is early in its build, and early-stage usage is exactly where many carriers make life difficult. Tracey Cao, Customer Service Manager at Nagog Innovation, pointed to that as its own reason for the choice.
"Telnyx is small to medium business friendly," she said. "Some of the carriers, they probably have certain minimum requirements for the usage. At our early stage, Telnyx is friendly to us, letting us build our system on top of that, which is also one of the reasons why we are using Telnyx."
The usage curve only points one direction from here. As the migration continues, she said, more numbers pour over and consumption climbs with them.
Easy to open, easy to build on
For a company writing its own call center, the recommendation comes down to what a developer meets on day one: an account that opens in minutes, a portal that makes sense, and an API the software team likes working with. "It's very easy to use," said Lee. "Our software guys like the API."
