Today many organizations use best-in-region SIP trunking services for PSTN access, necessitating the creation and management of complex call routing schemes to minimize cost and maximize performance.
For example, it’s not unusual to see an organization leverage best-in-region providers in Asia, Europe, and North America to try and minimize PSTN access costs.
Current strategies
VOIP engineers will typically design least-cost routing approaches that carry outbound calls across the corporate IP network, handing them off at the PSTN access point closest to the call destination. Or, they will receive calls from carriers in local markets and then carry the call across the enterprise network to a call center.
While this approach can minimize PSTN costs, it comes at the expense of the complexity required to build and manage call flows to ensure acceptable voice quality.
Global enterprises also often leverage in-region providers to overcome the service limitations of their primary providers or because they are unable to find cost-effective SIP trunking service providers in some markets.
For example, an enterprise headquartered in North America may use a SIP trunking provider within its primary operating region that does not have a presence in remote areas like Southeast Asia. Here again, the need to leverage multiple providers adds to the cost and complexity of voice management.
How CaaS improves SIP trunking
Fortunately, the evolution of global SIP providers changes this dynamic, enabling the ability for companies to partner with a single global provider to obtain PSTN access services in all regions.
Emerging communications-as-a-service (CaaS) providers are building global platforms, connected to major peering points and in-market voice providers, enabling enterprise customers to have a one-stop-shop for their SIP trunking needs.
Leveraging a CaaS provider, an enterprise can connect its on-premises, or cloud-based calling platform to a single SIP trunking service provider, and leverage that provider’s global presence to cost-effectively route calls, or to receive inbound calls, across the globe.
What a CaaS provider delivers
CaaS providers typically offer more than just PSTN access. In many cases, they provide:
- The ability for customers to easily obtain local DID numbers in remote markets, allowing for local dial-in presence in out-of-operating area regions
- Voice and messaging services to allow for new forms of customer engagement, including click-to-call from websites and mobile applications and two-way or application-to-person texting
- Management of call routing to emergency services answering points, ensuring that those calling 911 or international equivalents have their call sent to the proper public safety answering point
What IT leaders should do
The emergence of CaaS providers means that IT leaders should take another look at how they are connecting their current calling environment to the PSTN, especially as they begin to leverage cloud-based UC and contact center services.
The ability to partner with a global provider offers not only the potential to reduce cost and complexity but also access to emerging services to support digital transformation initiatives.
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About Nemertes: Nemertes is a global research-based advisory and consulting firm that analyzes the business value of emerging technologies. Since 2002, we have provided strategic recommendations based on data-driven operational and business metrics to help organizations deliver successful technology transformation to employees and customers. Simply put: Nemertes’ better data helps clients make better decisions.
