Intelligent Call Routing: Why SaaS Companies Need It

By: Michael Tindall

Does your SaaS platform offer voice communication features to users? Have you been looking for a reliable way to scale traffic without worrying about call quality or outages? Would you like visibility into your call routing—or even have input? Wouldn’t it be great if your existing communication platform could do all this, ensure the most cost-effective routes, and scale costs as your usage grows?

If you answered “yes” to any of the above questions, it’s time you start using intelligent call routing technology to route outbound calls. Let’s delve deeper into the concept and explore its benefits.

What Is Intelligent Call Routing?

Unlike traditional Least Cost Routing (LCR) engines, where a provider routes your calls solely on cost, thinQ’s intelligent call routing chooses the best path for an outbound call based on cost, quality, and deliverability. It selects the path with the lowest available cost between the source and destination for an outbound call, while also picking carriers with optimal quality. It’s a robust and cost-effective solution for scaling voice traffic.

Benefits of Intelligent Call Routing

Traditionally, if you were to offer voice communication features to your users, you’d select a reputable carrier to route calls or tap Twilio or Plivo to handle your calls. Or perhaps a provider with a couple of carriers, although you typically wouldn’t have insight into their usage. 

This works fine when you’re routing a small amount of calls every day. As your SaaS platform attracts more users and the voice traffic grows, carrier costs will also escalate.

Moreover, being dependent on a single carrier, or even a couple carriers without intelligent call routing, can be catastrophic during a service interruption. If you raise a support request, you might have to wait days before the issue is resolved. Even then, there might not be any clarity on the reason behind the outage and what you can do to avoid downtime in the future.

This is where intelligent call routing steps in. With thinQ, you can see beyond the Voice API to trace every call from start to finish. If you’re experiencing call quality issues, from poor voice performance to deliverability issues, you can identify the carrier and routes causing the issues and temporarily block them for a day, a week—the control is in your hands. So calls sound better and start getting delivered in minutes, giving you total peace of mind.

Our technology eliminates all the drawbacks of traditional call routing technology. The best part is that—with an API platform like thinQ by Commio—integrating intelligent call routing into your SaaS application is easy with little development lift.  

How Does Intelligent Call Routing Work?

At thinQ, our intelligent call routing technology is based on both rate tables and machine learning. The platform uses rate tables to identify the lowest cost route between the origin and destination for every outbound call, as well as understanding your call patterns over time for better quality and deliverability—the more you send the better we route, deliver, and reduce costs. The process is automatically carried out for all the 40+ high-quality carriers available on our platform. 

This, in turn, makes your call routing more efficient and cost-effective. The availability of multiple carriers ensures redundancy so your customers don’t have to worry about service outages, and delivers more calls into hard-to-reach places like rural locales with multiple carriers in route.

You can increase the call capacity of your SaaS platform without worrying about escalating costs or handling downtime. Also, the technology is available for domestic, international, and toll-free calls.

How to Integrate Intelligent Call Routing into Your SaaS Platform

When you use a cloud-based communication platform like thinQ, implementing intelligent call routing is easy. You simply integrate the APIs into your SaaS application, even if you’re using Twilio or Plivo today, and buy new numbers or port existing ones. Then you can log into thinQ io or use our APIs and specify various settings, such as:

  •      Preferred carriers
  •     Routing parameters
  •     Blocked routes
  •     Call limits
  •     Dynamic failovers

Our intelligent call routing technology will automatically choose the most efficient, effective, and lowest cost route for your outbound calls. Use real-time SIP tracing tools to monitor and optimize calling performance. Get exceptional control over all flow, plus hands-on tools to resolve quality issues on the fly—without waiting for a service team to respond.

Take your SaaS platform to greater heights. Get peace of mind and happier customers. Contact us to schedule your demo and get started today.

Date posted: October 6, 2021

Topic: Outbound,

Tags: Intelligent Call Routing, LCR, Least Cost Routing, Machine Learning, VoIP,

Michael Tindall

Michael Tindall leads Commio's product development and engineering teams. While attending Clemson University, Michael co-founded Tsoft Solutions, purchased by ClearSky Networks. Next he built and ran support for US Networks. Michael then worked for Bandwidth till he was approached by Aaron Leon to build a cloud-based routing system. The rest is history. Michael is a “40 under 40” winner, and one of only 18 OpenSIPS Certified professionals worldwide. When not coding the future of telecom, you’ll find him enjoying movies, cars, entertaining, and exercising.

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