Call centers are at the front line of customer service and are expected to run at peak efficiency while maintaining a high call volume. There are many challenges in managing and operating a call center, one of them being securing inbound call services that meet both current and future needs.
Voice support serves as the backbone for the call center, and it is short-sighted for a brand to risk their reputation by exposing consumers to a substandard voice product. Management is constantly concerned with basic communication issues. Are callers getting a busy signal? Are calls being dropped? Is the call quality satisfactory? At the same time, the concurrent call requirements have to be managed, to ensure sufficient capacity without wasting money on excess channels.
Furthermore, in recent years, organizations have seen their customer base contact them not only through more media channels, but also from diverse locations around the globe. This trend will continue, with high value clients needing service outside their local area or homeland, including reliable phone coverage in emerging markets. Therefore, while there are many imperative things that a call center should consider when selecting a voice service provider, perhaps the most important one is to ensure global coverage.
Clearly, the call center's partnership with a voice service provider is essential to the basic premise of the business; incoming calls should reach the call center efficiently and with the proper quality and reliability expected by its customers around the world. At the same time, the call center should have access to cost effective and flexible global voice services, without the complications of having to depend on multiple telecom suppliers.
We offer the largest selection of Local, Mobile, National and Toll-Free phone numbers. Currently we cover 78 countries and 3400 area codes worldwide. We are continually expanding our international DID coverage by forging relationships with approved voice carriers in order to ensure your global access to local phone numbers.
Our global relationships with local network operators and our vast inventory of DIDs enable us to offer pricing that is suitable to our customers. Moreover, our private global VoIP backbone allows us to deliver flat-rate or metered services for incoming calls, providing the call center with flexible options for minimizing call costs according to their specific business model. In addition, free capacity (unlimited channels) is provided when using DIDWW Toll-Free services.
We have built and assembled an infrastructure designed to handle origination services in a stable, efficient, reliable, cost-effective and flexible manner. Hardware is housed in secure data facilities in major data centers around the globe, with full redundancy and access to premium network resources. Our private global network is designed to support billions of minutes per day with full geo-redundant capabilities, automated quality and abuse monitoring, and sophisticated routing and reporting systems, all backed by a Network Operations and Customer Support Center operating on a 24/7/365 basis.
As a leading global inbound carrier, DIDWW is proud to provide innovative and cost-effective origination services to a large number of companies within the call center industry. With extensive coverage including toll-free, fixed-line and mobile virtual numbers in 78 countries, a state-of-the-art world wide infrastructure and extensive telecommunications expertise, our commitment is to provide call centers with inbound calling products of the highest caliber as expected and demanded by their customers.
We manage a large inventory of DIDs in every country and area code covered by DIDWW, and these numbers are available for immediate activation. In addition, DIDWW has a policy of overstocking DIDs, providing significant peace of mind to customers with uncertain and dynamic inventory requirements.
Managing concurrent call capacity is critical to the operation of a call center, and requires a delicate balance between spending money on excess channel capacity, and having customers receive a busy signal. In addition, unpredictable call volumes can occur during events such as marketing campaigns or product launches and recalls that can quickly exceed the inbound call capacity. The DIDWW trunk architecture facilitates maximum flexibility and efficiency in channel usage by offering both flat-rate and metered capacity. DID numbers may be dynamically allocated to the various channel types according to inbound calling patterns so as to optimize the concurrent calling capacity and, at the same time, reduce operating costs. Moreover, capacity grouping allows simple and effective channel management and usage optimization, ensuring correct servicing of call volume, combined with optimum channel capacity. Sophisticated DID and channel monitoring tools are available on our user-friendly dashboard that assist in effective channel utilization.
Our user-friendly, web-based dashboard includes tools for monitoring and managing DIDs and channels, with full statistic packages being available. This interface also allows our customers to access and modify their DID inventory, dynamically adjust the call capacity and modify routing specifications, providing full control over their inbound services.
DIDWW offers direct peering and interconnection via SIP Trunk or TDM. This enables our customers to maintain complete control of call termination options and the delivery of inbound calls, resulting in optimum quality, security, management, and performance of end-to-end voice services. We source our numbers exclusively from local partners or our own subsidiaries, and use numbers directly allocated by the regulator in each country. In order to achieve premium quality and reliability, DIDWW selects at least two Tier1 carriers to aggregate the inbound calls into our network in every country in which we operate.