Outbound calling has long been an essential component of enterprises’ 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 enterprises need to combine outbound calling with enhance voice transit capabilities. They also need to provide global insights in order to tackle the fraud issue.
A key requirement is for enterprises to simplify their multi-vendor strategy in order to address the sprawling number of vendors they engage with for voice. They also need reduce their costs and improve call quality with the ability to send calls from numbers provided by other suppliers. They need extended visibility of the call delivery network with localised third party CLI presentation for intra-country calls with direct PSTN connection where it matters most.
This is deep, telecoms technology that few enterprises and contact centre managers want to become experts in so a provider that can abstract the complexity away from them is appealing. Bandwidth solves this by acting as a voice concierge for enterprises, enabling them to focus on their core business.
With its Enhanced Voice Transit and Voice Insights products, Bandwidth is delivering uninterrupted voice calling with real-time insights to prevent issues spiralling into large problems. The products provide the ability to monitor and detect fraud with a new cost and usage dashboard with real-time alerts. This enables Bandwidth to track quality, billing and concurrency to proactively resolve issues before they occur.
Enhanced Voice Transit enables an enterprise to send traffic to Bandwidth that it receives from third party numbers or numbers it might have from another provider with a localised CLI presentation for intra-country transit. 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.
This will be offered with full access across Bandwidth’s network without any extra effort. Bandwidth can terminate national calls through domestic carriers resulting in improved call quality and answer rates. Enhanced Voice Transit therefore reduces the time it takes to get to market while waiting on completion of number portability.
Bandwidth Voice Insights offer a detailed view into your voice performance to help you make better, more informed, data-driven decisions. Our real-time call analytics allow you to isolate and troubleshoot potential quality, capacity, fraud and billing issues at each stage of the call journey before they arise. Proactively monitor fraud through our new cost and usage alerts.
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