Outbound calling has long been an essential component of UCaaS, CCaaS and resellers’ communications arsenal but market sentiment has turned away from accepting voice calls from unknown callers. New regulations are coming into play in the US and Europe to enable trusted caller identity and this, while currently an onerous responsibility, has the potential to reset trust in voice and stimulate greater usage. Customers fear fraudulent interactions and find low quality voice hard to interact with, so there is now an expectation for voice providers to have outbound calling embedded with enhanced voice transit capabilities. They also need to provide voice insights in order to tackle the fraud issue.
This is deep, telecoms technology that most resellers and contact centre managers want to become experts in. Thus, any provider that can abstract the complexity away from them is appealing. Bandwidth solves this by acting as a voice concierge, enabling customers to focus on their core business, their end customers. With its breadth and depth of coverage, this also allows Bandwidth’s customers to simplify their multi-vendor strategy to one voice vendor, with the ability to also seamlessly connect with diverse integrations from industry-leading platforms.
With its Enhanced Voice Transit and Voice Insights solutions, Bandwidth is delivering uninterrupted voice calling with real-time insights to prevent issues spiralling into large problems. Customers can send traffic to Bandwidth that they receive from third party numbers or numbers they might have from another provider with a localised CLI presentation for intra-country calls with direct PSTN connection. This enables a call to present itself as if it is in-country, arriving without a +XX country code that is often associated with spam calling.
Enhanced Voice Transit is offered with full access across Bandwidth’s geo-redundant global network without any extra effort. Bandwidth can terminate national calls through domestic carriers resulting in improved call quality and answer rates. Coupled with priority Tier 1 peering relationships, it allows their customers to deliver higher quality calls with fewer hops, creating a better end-user to end-user experience. Enhanced Voice Transit therefore reduces the time for customers to get to market while waiting on completion of number portability.
Bandwidth Voice Insights also offer a detailed view into their customer’s voice performance to help them make smarter decisions about their communications stack and fight fraud meaningfully. With real-time call analytics, it allows customers to isolate and troubleshoot potential quality, capacity, fraud and billing issues at each stage of the call journey before they arise. In addition, Bandwidth Voice Insights enables customers to proactively monitor fraud through new cost and usage alerts.
When you have customers worldwide, being able to call them – simply and reliably – is table stakes. Bandwidth’s outbound calling can help deliver your voice reliably with full-stack PSTN replacement in more than 38 countries with call route visibility, no matter where you get your numbers. Bandwidth’s outbound calling, among other solutions, has helped Aircall take the shortest path to global scale, increasing global reach by 3-5x.
“Customers choose Bandwidth to scale globally because they need a partner with the experience and expertise to navigate industry challenges”, says Lydia Runnels, Vice President of Product Management, Bandwidth. “With our owned-and-operated global platform and expertise in regulatory compliance and insights, we can help you scale at speed everywhere you need and aspire to be, allowing you to focus on what matters most, your customers.”
With outbound calling embedded with Enhanced Voice Transit and Voice Insights capabilities, Bandwidth can help you create a robust global scaling blueprint for your UCaaS/CCaaS plan. Get in touch with Bandwidth’s team of experts to learn more about Bandwidth Outbound Calling and Bandwidth Voice Insights.
