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What is an SBC for Microsoft Teams and Why It Matters

Posted on by Gulme Pal

Microsoft Teams has become much more than a messaging and collaboration app. For many organizations, it’s evolving into a complete business phone system.

While internal chat and collaboration are its core, organizations quickly discover that for external calling to the Public Switched Telephone Network (PSTN), Teams licenses alone are insufficient.

That’s where Direct Routing comes in, and at the heart of that setup is the Session Border Controller (SBC).

SBCs for Teams serve as an important bridge between the MS Teams account and your telephony provider, enabling secure, high-quality external calls. Without them, your Microsoft Teams environment falls short on flexibility, control, and the global connectivity required for high-performance voice.

SBCs are a must if your company wants to improve communications, reduce telecom expenses, and take complete control of call routing.

Let’s delve into what a Direct Routing SBC is and precisely how they function within the architecture of cloud telephony, particularly in the context of Microsoft Teams Direct Routing.

In this article, we’ll cover:

What is an SBC?

A Session Border Controller (SBC) is a secure bridge between your phone service provider (carrier) and your internal communication system—such as Microsoft Teams—efficiently managing both signaling and media traffic across VoIP and Unified Communications (UC) networks.

Acting as a guardian for VoIP communications, it ensures security, interoperability, and high-quality voice and video calls. Think of it as the “firewall and traffic controller” for your VoIP system.

It plays a very important role in:

  • Call Quality (VoIP QoS) – By managing network traffic and constraining data rates, SBCs contribute significantly to maintaining exceptional call quality (Quality of Service or QoS) across VoIP networks.
  • Security – SBCs work as a vital barrier against eavesdropping, illegal access, and other cyber threats like Denial of Service or DoS attacks. It supports media encryption, enforces security regulations, and offers strong access control to protect private conversations.
  • Compliance – They also assist organizations in meeting regulatory compliance requirements through features such as call recording, call monitoring, and call logging.

Quick Overview of Microsoft Teams Direct Routing

Microsoft Teams Direct Routing is a flexible solution that lets you connect MS Teams to the PSTN using your preferred telecom provider.

Instead of relying solely on Microsoft Calling Plans, you can bring your own carrier and route calls through your own SIP trunk provider—giving you greater control over costs, call quality, and global coverage.

An SBC is mandatory for this setup as it securely connects your SIP trunks to Microsoft Teams, ensuring smooth call flow, compatibility, and high-quality voice calls.

Together, they allow Teams users to make and receive external calls—just like with a traditional phone system, but over the internet. It’s a cost-effective and flexible solution for businesses wishing to use Teams as a complete phone system.

Learn more in our guide to Teams Direct Routing.

How SBCs Enable Teams Direct Routing

Flowchart showing how an SBC enables Direct Routing for Microsoft Teams

An SBC for Teams sits as a key component between MS Teams and your preferred carrier.

Here are the key functions of Direct Routing SBCs:

  • Enabling SIP Trunking (Global Voice Integration) – SBCs allow Microsoft Teams to connect to SIP trunk providers globally. This flexible BYOC solution gives businesses more control over call costs and access global phone number coverage—while using MS Teams as their main communication platform.
  • Advanced Routing Logic and Number Management – Direct Routing SBCs also give you access to advanced routing capabilities. You can configure routing rules based on various measures (e.g., user location, time of day), ensuring calls reach the right destination without any hassle. They also manage number formats and dial plans, ensuring that outbound and inbound calls are properly routed.
  • International Caller ID Compatibility – SBCs can manage and maintain caller ID information across regions, ensuring that outbound calls from Teams display the correct international caller ID and inbound calls display the caller’s identity accurately.
  • Normalizing Codecs and SIP Signaling – Different communication systems use different codecs (for audio compression) and SIP signaling protocols. An SBC for Teams translates and standardizes these protocols, allowing compatibility between Teams and external carriers for efficient call setup and call quality.

Learn more about Session Border Controllers (SBC) for Microsoft Teams

Benefits of Using an SBC with Direct Routing

An SBC for Teams Direct Routing unlocks multiple advantages beyond simply connecting calls. From lowering costs to ensuring security and supporting global scalability, an SBC adds the control and flexibility enterprises need to make Microsoft Teams a reliable telephony platform.

  • Lower Costs for Global Calling – Reduce international and high-volume call costs by using your own SIP trunks instead of Microsoft’s per-minute Calling Plans.
  • Greater Flexibility – Direct Routing SBCs offer greater flexibility than Operator Connect or Calling Plans by allowing you to connect with almost any SIP trunk provider worldwide. You can choose carriers based on cost, global coverage, or existing contracts to suit your specific needs.
  • Advanced Telephony Features – By integrating your desired telephony provider with MS Teams, your Teams users can access advanced features like smart call routing, IVR, call recording, outbound caller ID, and more.
  • Smart Call Handling – High-call-volume businesses can use Direct Routing SBCs and advanced telephony features to prioritize call quality and routing control.
  • Connect Global Teams with Local Numbers – Companies that operate globally can utilize international SIP trunks to offer local phone numbers worldwide. Provide local sales and support in 160+ countries.

Direct Routing vs Operator Connect vs Calling Plans:
Quick Overview

When evaluating MS Teams as a full telephony solution, businesses often compare Direct Routing, Operator Connect, and Calling Plans. Each option offers different levels of flexibility, coverage, and control.

The table below highlights the key differences to help you choose the approach that best fits your organization’s needs.

Feature Direct Routing (with SBC) Operator Connect Microsoft Calling Plans
Carrier Choice Any preferred carrier (BYOC) Limited to Operator Connect partners Only Microsoft
Coverage 160+ countries via BYOC — can access regions where Calling Plans or Operator Connect aren’t available Limited regions to participating Operators in supported regions (more than Calling Plans, but still regional) Limited by Microsoft availability
Cost Control Flexible, negotiable Fixed by partner Fixed by Microsoft
Advanced Features Full control — routing, call recording, PBX integration, hybrid setups, complex logic) Limited — basic features offered via partner platforms; simpler provisioning Limited — Microsoft templates without advanced routing or integrations
Hybrid PBX Integration Yes — supports legacy PBX and gradual migration via SBC No — cloud-only setup, no hybrid support No

For enterprises that need maximum flexibility, cost efficiency, and true global coverage, Direct Routing with a certified SBC for Teams is often the best choice. It lets you bring your own carrier, leverage advanced routing, and scale voice service across 160+ countries with confidence.

Here’s a more detailed comparison: Direct Routing vs Operator Connect.

Achieve Global Connectivity with United World Telecom’s SBC & Teams Integration

For businesses seeking to optimize their Microsoft Teams investment and achieve comprehensive control over their voice communications, United World Telecom provides a robust MS Teams Direct Routing integration.

What You Get with United World Telecom:

  • Certified SBC: Enjoy seamless Microsoft Teams Direct Routing with our certified SBC—guaranteeing secure, high-quality voice and full control over call flow, policies, and compatibility.
  • Phone Number Coverage in 160+ Countries: Build a local presence worldwide with access to local, toll-free, and mobile numbers in 160+ countries—ideal for supporting global teams and customers while staying connected and compliant.
  • Local Caller ID & Advanced Routing: Display a local caller ID to enhance pickup rates and manage your call flow with a routing strategy. Direct calls to the right department or team based on time of day and geographic location. Access 40+ features to manage inbound & outbound calling.
  • 24/7 Global Support: Our dedicated team provides expert guidance on integrations and 24/7 global support, ensuring your communication infrastructure is always operational and any issues are swiftly handled, no matter where your teams are located.
  • MS Teams Widget Softphone: Use our optional MS Teams Widget Softphone—an intuitive tool that enables click-to-call, call logs, and activity tracking right within Teams, for a hassle-free experience.

Looking to add global voice coverage to your Microsoft Teams setup?

Request a demo or contact our team to explore how United World Telecom can transform your MS Teams voice experience.

Close Sales Deals Efficiently with Salesforce Telephony and United World Telecom

Posted on by Gulme Pal

Your company’s sales representative dials an international lead, but the connection drops, and the response gets delayed. Meanwhile, one of your competitors implements cloud-based communication technology to close a deal. So, your competition might come out ahead when building a strong customer base.

Global sales teams are under pressure to deliver seamless buying experiences, respond instantly, and make data-driven decisions that lead to conversions. But without the right tools, inefficiencies creep in: disorganized call logs, delayed follow-ups, and missed opportunities.

This is where a reliable Salesforce telephony integration comes in. By connecting your phone system directly to Salesforce, your sales reps gain the ability to work faster, smarter, and more strategically.

The United World Telecom Salesforce integration goes beyond data and workflows—it brings true global voice communication directly into Salesforce. With our platform, your teams can make and receive calls worldwide, track conversations, and stay connected without leaving the CRM. This ensures every customer interaction is seamless, timely, and never missed.

In this article, we’ll cover:

 

Why Sales Teams Need a Reliable Salesforce Telephony Integration

Salesforce is the world’s leading CRM, yet it wasn’t built for voice on its own. Without a telephony integration, agents waste time switching between apps, dialing manually, and updating call notes after the fact. These gaps slow down workflows and create missed chances to build relationships.

Accuracy, quickness, and smooth communication are essential for a successful sales team. Missed opportunities and delayed responses mean lost revenue.

A Salesforce phone integration is a robust solution (also referred to as Salesforce CTI) that allows sales teams to make and receive calls from within Salesforce, among other telephony features like click-to-call, call recording, call logging, and so on.

This integration gives sales managers detailed call performance data, which they may use to improve outreach strategies and increase conversions. Telephony integrations equip businesses with the tools to simplify sales workflows and improve customer interactions. Eventually, this helps them close more deals—faster.

How the United World Telecom Salesforce Phone Integration Enhances Sales Efficiency

A Salesforce phone integration transforms your CRM into a complete communication hub. By embedding global voice capabilities directly inside Salesforce, your teams can make and receive calls through a softphone app. This integration simplifies workflows, boosts productivity, and ensures every interaction is captured where it matters most.

Salesforce dashboard with the United World Telecom integration opened.

With our Salesforce telephony integration, sales teams gain access to advanced features such as:

  • Click-to-Call: Simplify your outbound calling efforts with a single click from within the Salesforce interface.
  • Softphone: Get business-grade calling into Salesforce with no extra setup. Make and receive calls, choose your outbound caller ID, access voicemails, view call history, and transfer calls–keeping your teams connected and productive without leaving Salesforce.
  • Call Logging: Add call notes and track conversations for better record-keeping.
  • Call Pops (Screen Pop-Ups): Instantly access caller information and use it to prepare incoming calls.
  • Transcription & Translation: Review call transcripts in the CRM to evaluate conversations and gain insights into customer sentiments and needs.
  • Call Recordings: Access recordings within Salesforce for quality assurance and training.
  • Data Synchronization: Automatically link all call details between Salesforce & United World Telecom platforms, ensuring data accuracy.

Beyond Salesforce, United World Telecom provides additional features accessible via its control panel:

  • Local Caller IDs: Improve answer rates for outbound calls with familiar, location-based caller IDs.
  • Call Routing: Optimize call distribution based on predefined rules to improve efficiency.
  • Advanced IVR: Create intelligent call flows and routing based on business needs.
  • AI Call Insights: Gain insights with sentiment analysis, call summaries, and searchable transcripts for better sales intelligence.
  • Global Coverage: Access virtual numbers in over 160 countries for international reach.

With global voice coverage, inbound and outbound calling, advanced call management, and AI-powered insights, you can improve customer interactions and drive more sales efficiently.

Using the Salesforce Phone Integration to Close Sales Deals

How the Salesforce telephony integration from United World Telecom helps sales teams close deals more efficiently.

The United World Telecom Salesforce phone integration transforms sales efforts for both local and global teams. It equips them with the tools needed to close deals quickly. Let’s focus on how managers and sales representatives might use this effective integration:

For Sales Managers

Sales managers need clear visibility into their team’s performance to drive consistent results. With our Salesforce phone integration, they can:

1. Monitor and Improve Team Performance

Sales managers can use call recordings and detailed analytics to strengthen team performance, pinpoint development areas, and offer targeted coaching.

2. Identify Winning Sales Strategies

Analyze successful call patterns and strategies to refine outreach approaches, helping the team create business strategies for consistent success.

3. Track Regional Trends

Managers can analyze call data by country, team, agent, or even keyword to compare performance across regions. For example, they can see how the APAC team stacks up against LATAM, or identify which new markets are responding most positively to recent outreach campaigns—ensuring strategies align with regional demand.

4. Ensure Compliance and Quality Assurance

Maintain accurate records of every sales interaction to ensure transparency and compliance. This will ensure that industry standards are followed and promote an accountable culture.

For Sales Agents

Sales agents are on the front lines of every customer interaction. They can manage calls and track customer interactions directly in Salesforce, helping them stay focused on high-value opportunities, such as:

1. Prioritize Leads Effectively

Sales agents can combine CRM call data with features like AI Call Insights and detailed interaction history to identify high-intent prospects. This ensures they spend less time chasing unqualified leads and more time engaging with those most likely to convert.

2. Personalize Sales Conversations

With detailed call history at their fingertips, agents can move beyond generic pitches and create truly personalized sales conversations. They can reference previous interactions, acknowledge customer preferences, and revisit past questions or objections. This context allows agents to focus on what matters most to the customer, build stronger rapport, and even anticipate needs by offering the best solutions.

3. Optimize Follow-Ups With AI Call Insights

With AI-powered call summaries and sentiment analysis, sales teams can capture the nuances of each interaction and use them to design follow-up strategies that truly resonate. Instead of sending generic reminders, agents can reference past discussions, address unresolved concerns, and improve pitches based on the customer’s sentiment.

4. Improve Response Time

By making calls directly from the Salesforce CRM with the click-to-call feature, agents save valuable time and can respond to inquiries as they come in. This simplifies workflows (no more manual dialing and call logging!) and boosts productivity. Faster responses build trust, demonstrate reliability, and give sales teams a competitive edge in closing deals.

Automated call logging with the Salesforce telephony integration.

Why Sales Teams Choose United World Telecom for Salesforce Telephony

When it comes to closing deals faster and managing global customer conversations, sales teams need more than just a phone system—they need a solution built for scale. The United World Telecom Salesforce phone integration empowers sales professionals with effortless inbound and outbound sales call management, practical insights, and worldwide coverage, making it the preferred choice for organizations that want every interaction to drive revenue.

Here’s why sales professionals prefer this integration:​

Key Advantages What It Means for Sales Teams Why United World TelecomGlobal Coverage
Global Coverage Connect with customers with international phone numbers from over 160 countries. Build trust, increase response rates, and reduce calling costs.
Seamless CRM Integration Experience native integration within Salesforce, which allows features like automatic data synchronization, click-to-dial, and call logging. Eliminates app switching and centralizes all interactions within a single platform.
AI Call Insights Access call summaries, transcripts, and sentiment analysis. Turns conversation into insights for improving customer interactions and sales strategies.
Scalable for Any Business Flexible telephony built for startups and enterprises alike. Grow with your business as teams expand globally.
Reliable & Secure 99.999% uptime, encrypted calls, and 24/7 support. Connect to a reliable, global network and ensure business continuity without disruptions.

Get the United World Telecom Salesforce Phone Integration Today

Transform your sales workflow in minutes. Setting up the United World Telecom Salesforce Phone integration is quick and easy. Simply get a business phone number and our Outbound Calling service. Then, activate the Salesforce phone integration from your control panel and install the app directly from the Salesforce AppExchange.

Connecting your phone system with Salesforce transforms your customer experience into one that is more seamless, responsive, and efficient. With a provider like United World Telecom, you also gain access to local numbers, powerful outbound tools, and in-depth analytics to elevate your strategy. The result? Better sales efficiency, stronger customer engagement, and faster deal closures.

So, are you ready to transform your sales process? Contact us today for a demo!

Direct Routing versus Operator Connect

Posted on by Gulme Pal

As remote and hybrid work models become the new norm, organizations are increasingly turning to Microsoft Teams to simplify messaging, meetings, file sharing, and now voice communications. Teams is now more than a collaboration tool; it has evolved into a modern UCaaS platform.

While Teams excels at internal collaboration, the growing demand for a seamless external calling solution has highlighted the need to integrate enterprise-grade telephony features.

This change reflects a larger trend—businesses are demanding more from their UCaaS solutions, particularly the capability to make and receive calls beyond their internal network.

But to enable Teams for external calling and global voice communication, businesses and IT professionals must choose the right telephony integration.

That choice often comes down to Direct Routing vs Operator Connect—two robust solutions, each offering its own set of features and advantages to meet different business necessities.

But what exactly do these options offer? How do they differ? And which is best for your business?

In this blog, we’ll cover:

Understanding Microsoft Teams Telephony

Businesses can now utilize Teams as their primary business telephony option, as it offers calling plans. Calling Plans is Microsoft’s built-in voice service that enables users to make and receive phone calls directly within Teams.

With a Calling Plan, users can:

  • Place and receive calls to and from mobile phones and landlines with ease. Host audio conference calls with up to 250 participants.
  • Access key features like call forwarding, voicemail, and caller ID. Configure and manage audio conferencing, auto attendants, and call routing.

However, a key challenge arises: Microsoft Calling Plans have limited geographic coverage and flexibility, making them less suitable for businesses with a global reach. Fortunately, Teams has two solutions that businesses can use to move beyond internal collaboration and limited domestic calling:

  • Direct Routing enables you to integrate your phone service provider with Teams by connecting it through a Session Border Controller (SBC). This means you can bring your own preferred carrier to Teams instead of relying on Microsoft’s Calling Plans, giving you more choice and flexibility.
  • Operator Connect offers a simpler and more managed experience. Microsoft-approved telecom operators offer direct integration within the Teams Admin Center, reducing setup complexity while maintaining call quality. No SBC required for this integration.

Compared to Calling Plans, Direct Routing and Operator Connect can help businesses minimize costs and maximize global access.

Both options extend Teams into a global phone system, but they differ in flexibility, carrier control, and feature depth. Let’s look at them more closely.

What is Direct Routing for Teams?

Direct Routing for Teams provides the flexibility to connect Microsoft Teams to your preferred telephony provider using a supported SBC. This allows you to set up PSTN connectivity within Teams while accessing global coverage.

Direct Routing Flow Chart for Microsoft Teams

How it works:

Here’s the basic workflow of Microsoft Teams Direct Routing:

  • Microsoft Teams connects to a telephony provider’s SBC – calls will be routed through this SBC.
  • The SBC acts as a secure bridge between Teams and your provider via SIP trunking.
  • This setup enables external voice traffic to flow seamlessly between Teams and the PSTN, allowing users to manage global calls directly from Teams.
  • You manage user setup and number assignment directly in Teams.

Why it matters:

Direct Routing follows a Bring Your Own Carrier (BYOC) model, giving you the freedom to:

  • Choose the best telecom provider for your needs and budget.
  • Extend your voice services to over 160+ countries, when you pick a global provider like United World Telecom.
  • Seamlessly integrate with existing PBX systems or hybrid infrastructure.
  • Customize call routing, compliance, and security features.
  • Increase cost efficiency by using competitive carriers and existing infrastructure.
  • Enjoy total flexibility and control over voice infrastructure and call routing.

United World Telecom enables Direct Routing with a Microsoft-certified SBC and international number coverage across 160+ countries for seamless connectivity. Our expertise ensures a smooth, secure, and globally connected voice solution for your enterprise.

See how Direct Routing works

What is Operator Connect for Teams?

Operator Connect in Teams is a simplified cloud-based solution that enables businesses to use certified third-party telecom operators to enable PSTN calling in Microsoft Teams directly.

These certified operators have established direct, high-availability connections to Microsoft’s global network and the Teams Phone System. This direct peering ensures reliable call quality and simplified management.

How it works:

  • Your selected operator maintains all infrastructure levels and connects directly to Microsoft’s cloud.
  • They manage the PSTN, SIP trunks, and SBC before establishing a connection with Microsoft to enable Teams’ calling features.
  • You manage user setup and number assignment directly in Teams.

Operator Connect chart for Microsoft Teams

Why it matters:

  • Choose from Microsoft-approved phone service providers right inside the portal.
  • Manage phone numbers and connections directly in the Teams Admin Center.
  • Set up everything fast, without needing PowerShell or command lines.
  • Add new users and numbers with just a few clicks.
  • Fully cloud-based, ready in hours, and infrastructure is handled by the operator.

While Operator Connect simplifies deployment, it has a few key limitations:

  • You’re restricted to choosing from Microsoft-certified Operator Connect partners. Unlike Direct Routing, it doesn’t support the flexibility to bring your own carrier. If your preferred provider isn’t listed, you’ll need to switch or opt for Direct Routing.
  • Operator Connect is entirely cloud-based and doesn’t integrate with on-premises PBX systems or hybrid telephony environments. It’s best suited for organizations that have fully adopted Microsoft Teams Phone as their sole communication solution.

Key Differences: Direct Routing vs Operator Connect

Here’s how Direct Routing and Operator Connect stack up across key factors like flexibility, global reach, feature depth, and setup complexity.

Use this side-by-side comparison to quickly identify which solution aligns best with your business needs:

 

Feature Direct Routing Operator Connect
Carrier Flexibility Any global carrier (BYOC model) Limited to Microsoft-certified providers only
Deployment More complex setup, highly customizable Quick and simple via Teams Admin Center
PBX Integration Supports all PBX and SIP trunk integrations Supports Microsoft 365-approved integrations; generally does not support direct integration with on-premises PBX systems
Hybrid Support Yes, allows for seamless integration with existing on-premises telephony infrastructure No, purely cloud-based, designed for Teams-only environments
Global Reach Wide and truly global, with the ability to acquire local caller IDs through your chosen carrier Varies by operator, limited to the regions and services offered by the certified partners
Advanced Features & Routing Full control over custom call routing, recording, AI analytics, and more Limited routing and fewer customization options
Cost Optimization Cost-effective for large or complex environments May involve bundled pricing; varies by provider
Best For Enterprises needing complete control and global flexibility Organizations wanting a fast, easy, cloud-native solution

Which One is Right for Your Business?

The choice between Direct Routing versus Operator Connect for integrating voice capabilities with Microsoft Teams often comes down to your organization’s specific needs regarding control, existing infrastructure, cost, and desired features.

Opt for Direct Routing if You:

  • Prefer To Reduce Costs By Using Your Existing Telecom Provider
    With Direct Routing, you can negotiate better deals with your current carrier, benefit from pricing, and avoid per-user licensing fees, resulting in significant long-term savings.
  • Need International Number Coverage or Support for Hybrid/On-Premise Systems
    Direct Routing allows you to connect Microsoft Teams to a variety of international numbers— local, toll-free, mobile, and non-geographic, across 160+ countries.
  • Want To Retain Legacy PBX Features
    Direct Routing supports integration with existing infrastructure, helping you upgrade without losing essential features.
  • Require Advanced Features
    Use advanced features, including AI-driven call analytics, custom call routing rules based on business hours or location, call recording, and detailed reporting, to optimize performance and ensure compliance.

Select Operator Connect if you:

  • Are Okay with Using Only Microsoft-Approved Carriers
    Operator Connect requires you to choose from Microsoft-approved carriers. While convenient, this may reduce your flexibility in pricing and coverage, especially in less commonly served regions.
  • Want A Fast, Plug-and-Play Setup With Minimal Configuration
    Operator Connect is ideal for businesses that need to get up and running quickly. It integrates directly with Teams from the Admin Center and doesn’t require complex setup or infrastructure changes.
  • Don’t Need Custom Call Routing Or Complex Integrations
    For clear voice requirements, where custom call flows, legacy system integration, or advanced routing aren’t needed, Operator Connect is a simple, effective solution.

Microsoft Teams Integration with United World Telecom

United World Telecom offers robust Microsoft Teams integration options, providing two distinct solutions: Direct Routing for comprehensive, enterprise-grade voice, and our Teams Softphone Widget Integration for simplified outbound calling.

  • Microsoft Teams Direct Routing
    Our Teams Direct Routing Integration is an enterprise-grade setup that enables users to make and receive global calls directly within Teams while retaining complete control over their voice infrastructure. Key Benefits:
    • More robust integration, leading to seamless call management within the Teams environment
    • Microsoft-certified SBC for secure, encrypted voice traffic
    • 24/7 technical support for setup and maintenance
    • Global number coverage in 160+ countries
    • Lower telecom costs by using your preferred carrier
    • Full feature suite: IVR, call analytics, CRM integration
  • Microsoft Teams Softphone Widget Integration
    Ideal for businesses seeking an easy-to-deploy solution, our Teams Softphone Widget enables simplified external calling from directly within the Teams interface. This is a softphone-style widget inside Teams which enables click-to-call, call activity and logs, and optional call recording and transcription. Key Benefits:
    • Quick setup – start making calls in just a few minutes
    • Call worldwide – use local phone numbers to connect better
    • Manage all calls in one place – no need to switch tools
    • See call history – track all inbound and outbound calls
    • Use innovative features – enjoy call routing, voicemail, and more

Combine the power of Teams collaboration with the flexibility of United World Telecom’s global voice infrastructure. Seamlessly enable international calling, advanced routing, and local caller IDs—all from within Microsoft Teams.

With us, you get reliable voice capabilities, unmatched global coverage, and hands-on support from a trusted telecom partner.

How Businesses Use Microsoft Teams Integration

Teams improves cross-border collaboration, expands reach, and boosts efficiency from international sales to customer service:

  • Global Customer Support
    Deliver personalized, region-specific support using call routing and international toll-free numbers or local numbers. Whether you have support agents in one location or across the globe, you can ensure every customer reaches the right person quickly.
  • International Sales Teams
    Sales teams can reach out to global leads using local phone numbers, which helps build trust and improves response rates. With this integration, reps can make calls directly from Microsoft Teams while presenting a local caller ID.
  • Hard-to-Reach Regions
    Maintain reliable and high-quality voice connections even in countries with limited telecom infrastructure. Microsoft-certified technology ensures smooth communication in emerging markets without the need for on-site infrastructure.
  • Connecting Distributed Teams
    Support your remote and hybrid workforce with centralized, cloud-based calling through Microsoft Teams. The integration simplifies internal communication, reduces the need for multiple tools, and enables seamless collaboration across time zones and office locations.

Building a Global Voice Strategy with Teams

As businesses continue to expand across borders and adapt to hybrid work models, building a global voice strategy is no longer optional; it’s essential.

Microsoft Teams has already become a strong hub for internal collaboration, but to truly unify business communication, you need a voice solution that scales with your operations.

Whether you’re managing international sales teams, supporting global customers, or connecting remote teams, integrating voice with Microsoft Teams can simplify operations. Choosing the right solution—Direct Routing vs Operator Connect—depends on your organization’s goals, infrastructure, and level of control required.

Direct Routing, particularly when implemented with a provider like United World Telecom, enables businesses to utilize their preferred carriers, optimize costs, and deploy advanced features such as custom call routing and AI-driven analytics across more than 160 countries.

So, are you ready to upgrade your communications?

Check out our Direct Routing solution and browse through our Country Coverage to see where we’re available.

Let us help you take Microsoft Teams beyond chat and video—into the future of global voice.

050 Numbers in Japan: National Phone Numbers for Business

Posted on by Gulme Pal

Are you having trouble keeping costs down while connecting with customers throughout Japan?

050 numbers—Japan’s national numbers—offer a game-changing solution for businesses aiming to stay connected affordably and efficiently. Starting with the prefix ‘050’, these IP-based numbers are not region-specific, allowing businesses to use a single number to reach global audiences.

These numbers operate over the internet, making them ideal for distributed teams, cloud-based businesses, and companies looking to establish a national presence in Japan without opening multiple offices.

Whether you’re a startup entering the Japanese market or a multinational enterprise streamlining communications, 050 numbers offer a scalable and modern alternative to fixed-line services.

In this guide, we’ll cover:

What is a 050 Number?

Japan 050 numbers are national or non-geographic numbers identified by their (050) prefix and accessible throughout the country.

Unlike traditional landline numbers that begin with area codes like 03 (Tokyo) or 06 (Osaka), 050 numbers are location-independent and accessible from anywhere in Japan.

These virtual Japan numbers allow businesses to make and receive calls from any location, within and outside of Japan. By forwarding incoming calls to any phone, PBX, or SIP system globally, companies are always reachable to their Japanese customers, no matter where they are physically located.

Costs for these calls are shared by both the caller and recipient and are often the same as local calling rates.

The Ministry of Internal Affairs and Communications (MIC) regulates Japan phone numbers. These numbers also have advanced features, including voicemail, call forwarding, and virtual PBX compatibility.

050 numbers are frequently used to ensure accessibility and flexibility without the expense of traditional landlines, making them ideal for remote teams, customer service, and sales inquiries.

The format for Japan 050 numbers: (050) xxxx-xxxx. ‘050’ is the non-geographic prefix, and ‘xxxx-xxxx’ represents the subscriber number.

Japan National Number Benefits

Whether your business is looking to expand customer support in Japan or establish a regional service center hotline for APAC, using a Japan national number can improve and streamline local communication. Here’s how:

  • Nationwide Presence: Since 050 numbers are not region-specific, businesses can connect with clients throughout Japan, expanding their market reach.
  • Cost-Effective Communication: Compared to traditional fixed-line services, 050 numbers with a Japan phone number provider like United World Telecom can be more cost-effective. Calls to 050 numbers from within Japan often have standardized or lower rates. This might result in significant cost savings for international companies with a local clientele.
  • Flexibility and Scalability: Businesses can stay in contact with Japanese clients no matter where they are physically located because calls to 050 numbers can be redirected to any device or location worldwide. As businesses grow, 050 numbers can easily accommodate increased call volumes and advanced routing without requiring extensive infrastructure changes.
  • Advanced Call Management Features: United World Telecom provides advanced features such as call recording, interactive voice response (IVR), and many others, enabling efficient handling of incoming calls and improved customer service.
  • Professional Image: A dedicated 050 number can project a professional image for businesses operating in Japan. It represents a commitment to the national market and provides a reliable communication channel for customers to reach them.

 

Features of 050 Japan Numbers

The best part about virtual numbers like 050 Japan numbers is that cloud telephony providers give you access to a wide range of advanced calling features.

These features help manage and centralize global communication while maintaining a local presence in key regions like Japan.

Here are some of our customers’ most-used features:

• Advanced IVR
Get a customizable IVR system to manage and route inbound calls efficiently. To ensure no client call is missed, use an automatic voice response system to handle calls from across different time shifts, time zones, and locations.
• International Call Forwarding
Seamlessly redirect incoming calls from your 050 Japan number to any global destination, including landlines, mobile phones, or VoIP services. This ensures continuous connectivity with clients and partners worldwide.
• Advanced Call Routing
Gain access to diverse routing strategies, including simultaneous ringing across multiple devices, call forwarding based on caller location, and time-dependent call distribution, among other advanced options.
• Call Recording & Transcription
Record and transcribe inbound and outbound calls for quality assurance, training, and compliance. You can access these recordings through your account dashboard.
• CRM Integration
Integrate your 050 Japan number with popular CRM systems like Salesforce, Zoho, HubSpot, etc. This synchronization simplifies workflows by allowing you to understand call data and customer information on a single platform.
• Outbound Calling with Local Caller ID
Make outbound calls displaying your 050 Japan number as the caller ID. This feature helps maintain a consistent and recognizable business presence, encouraging trust with local clients.
• AI Call Insights
Advanced analytics helps you gain valuable insights from call data, including call summaries and sentiment analysis. These analytics assist in understanding customer interactions and improving services.

How Much Does it Cost? How to Buy?

Calling a 050 Japan number typically incurs local call charges, as these are VoIP numbers not tied to geographic regions. Depending on the caller’s network provider and plan, calling a 050 number can cost various prices.

Businesses using a 050 number can use services like United World Telecom, but the cost depends on the selected monthly plan, forwarding destination, and included features.

Japan 050 national numbers from United World Telecom plans start at $17.95 monthly with included minutes. We also offer Local 2-Way Voice for Japan national numbers, enabling both inbound and outbound calling with the same number. You can find more information on our Pricing page.

Our cloud telephony service runs through a reliable, global network with several redundancy layers, ensuring 99.99% uptime. With more than 29 years of experience and 24/7 support, United World Telecom offers an excellent choice for nationwide reachability.

Purchase your 050 numbers through our website or chat with our experts online to get started!

How Long Does it Take to Activate 050 Numbers?

United World Telecom can activate your 050 number within one business day after you choose a plan and submit the necessary KYC documents.

Expand to Japan with 050 National Numbers

Grow your business in Japan with 050 national numbers from United World Telecom.

These VoIP-based numbers provide an affordable means of establishing a national presence without necessitating a physical office. Manage everything from a user-friendly control panel, route calls to any device or location worldwide, and access advanced features like call recording, IVR, and time-of-day routing.

For businesses that operate globally and target Japanese clients, 050 numbers are perfect.

Get scalable plans, fast activation, and 24/7 support to ensure smooth communication. Start building your presence in Japan today. Call +1 (561) 908-6171 or chat to get started.

 

China 400 Numbers: A Better Alternative to Toll-Free

Posted on by Gulme Pal

Obtaining business phone numbers in China is far from simple. It’s not just about picking a number; it’s about meeting strict government regulations, securing the right licenses, and navigating regional telecom policies that vary across the country.

For foreign businesses, these challenges go deeper. You can’t directly own geographic numbers in China without a local presence. Technical limitations—especially with 800 numbers—often block access from mobile networks. In a country where most customers rely on mobile phones, that’s a major barrier.

Chinese customers expect businesses to be easy to reach, trustworthy, and mobile-friendly. If your number doesn’t work from a mobile device or drops calls, it creates a poor impression and can cost you opportunities.

That’s where China 400 numbers make a real difference. These numbers are designed to work nationwide, across all devices, including mobile. They solve the accessibility issue, offer call cost-sharing between businesses and customers, and fully comply with China’s telecom regulations.

In this blog, we’ll walk you through:

China’s Business Phone Number Landscape

China’s large geography and evolving infrastructure have shaped a unique number system, especially for businesses. As a country with a massive internal market, diverse regional economies, and a strong emphasis on both local and international trade, China relies on a range of specialized phone number types.

These numbers serve different purposes, from supporting nationwide customer service to enabling regional accessibility, making them essential for businesses operating in this competitive market.

Below are the number types, each with a specific function:

  • Geographic DID Numbers: These are local landline numbers tied to specific cities or provinces (e.g., Beijing, Shanghai). They’re mainly used for regional presence and local calling but often lack national reach.
  • Mobile numbers: Deeply integrated into daily life and digital identity across the country. These numbers play a crucial role in business communication in China due to the country’s mobile-first digital environment.
  • China 400 numbers: These numbers are a shared-cost alternative to 800 toll-free numbers. These numbers are accessible nationwide and work across mobile and landline networks, making them ideal for modern customer support and sales teams.
  • China 800 toll-free numbers: These numbers allow callers to connect without incurring charges. The 800 number in China functions regionally, requiring two separate numbers—for northern and southern China—to ensure full national coverage. They are limited by infrastructure and are not compatible with mobile phone networks in China.

For years, 800 numbers were the standard for businesses in China. But they were built for a landline era, and mobile carriers don’t support them. As a result, mobile users are unable to call your business using an 800 number.

Businesses now use 400 numbers as a reliable, regulation-compliant alternative. Reachable from anywhere in China, they support both landline and mobile calls with a shared-cost model, making them a professional solution for nationwide communication.

What is a China 400 Number?

A China 400 Number is a national shared-cost virtual phone number where the caller and the business (receiver) share the standard local call rate.

Customers can call these numbers from their landlines and mobile phones, covering all of China. So, with a 400 number, you ensure that the majority of China’s mobile users can reach you easily.

These China virtual numbers begin with 400 followed by seven digits (e.g., 0400‑xxx‑xxxx) and work across all Chinese provinces.

How They Work

  • The caller pays the local rate charge based on their region.
  • Business picks up long-distance charges and any forwarding fees.

Businesses can route incoming calls to a call center, regional office, or even an international location, ensuring nationwide reach and delivering convenience and consistency through a single number.

Beyond domestic reach, China 400 numbers can also be accessed from outside the country, making them ideal for global companies targeting Chinese customers.

To activate this number through a telecom provider like United World Telecom, you may need to provide additional business and end-user information. In some cases, providers can expedite the provisioning process, especially for existing business account holders.

Why 400 Numbers Replaced China Toll-Free (800) Numbers?

China’s communication landscape has positively shifted, leading to the widespread adoption of 400 numbers over 800 numbers. This move is a reflection of broader changes in customer behavior, technology, and operational requirements.

To understand why businesses moved from 800 toll-free numbers to 400 numbers, let’s break down the key reasons behind this shift:

  • Nationwide Consistency
    Businesses using 800 numbers often need to acquire separate numbers for different regions, such as one for North China and another for South China. A single China 400 number, on the other hand, offers nationwide coverage, an easy mode of communication, and a single point of contact for customers across the nation.
  • Sustainable Cost Structure
    Unlike 800 numbers, where the business pays the full cost, 400 numbers split call charges between the caller and the business. This cost-sharing method allows companies to handle high call volumes without incurring unsustainable expenses, especially for nationwide customer service.
  • Centralized Network Compatibility
    With China 400 numbers, you tap into a single nationwide network. Centralize call management and support operations more effectively by eliminating the difficulties associated with maintaining different regional numbers and their corresponding network requirements.
  • Broader Accessibility
    Since 800 numbers are only usable from landlines, mobile users—who make up the majority of China’s digital ecosystem—cannot utilize them. On the contrary, 400 numbers are completely reachable from landlines and mobile devices, ensuring customers can always get in touch with you from any device or location.
  • Regulatory Alignment and Long-Term Viability
    Telecom providers widely accept 400 numbers, and they meet China’s current telecom regulations. They are now the industry standard for business communication in China, which is mobile-friendly, scalable, and professional due to their increasing use.

When Should Businesses Use a 400 Number?

Businesses in China that require reliable, nationwide communication must use a 400 number.

Display your 400 number across advertisements, websites, and offline media accelerates customer response in large-scale marketing campaigns. Use advanced features like smart call routing, IVR, AI Call Insights, etc., to support high call volumes, analyze call content, and ensure no missed opportunities.

400 numbers for in-country customer service ensure that all users, whether landline or mobile, can reach your team without any limitations. This is especially essential for hotlines and post-sales service, where availability directly impacts trust. Customers expect quick, hassle-free help. If they can’t reach you, they’ll lose faith and may abandon their purchase. A 400 number eliminates these barriers, ensuring every call is answered and your support remains open, reliable, and responsive.

For B2B sales teams, a 400 number provides a consistent, professional point of contact across regions. Sales reps can connect with clients anywhere in China, reinforcing brand presence. Similarly, companies with distributed teams or call centers can route incoming calls through one central 400 number to different service centers, making management simpler and service more consistent.

Industries like those in the travel sector, 400 numbers assist with bookings, schedules, and service issues through a single, reliable contact point. In e-commerce, these numbers handle order inquiries and post-sale concerns. Fintech companies use them for customer verification, secure support, and service via mobile and landlines.

How Top Brands Use 400 Numbers (Examples)

In China, a 400 number does more than connect calls; it shows your business is credible, established, and easy to reach. Widely adopted by companies, these numbers reflect a business’s commitment to accessibility and trust.

Businesses strategically integrate 400 numbers across various customer touchpoints to reach the pinnacle in the world of business. They place these numbers on marketing materials—flyers, websites, ads—and include them on product packaging to offer direct, on-the-spot support. This targeted placement and functional use across industries highlight how 400 numbers are key tools for delivering consistent, global communication in the Chinese market.

Here are real-world examples that show how 400 numbers help businesses strengthen their presence and customer relationships in China:

Note: This information is current at the time of writing and is subject to change.

1. Huawei (Enterprise & Consumer Support)

Example of Huawei China using a National 400 number.
Huawei advertises its 400‑822‑9999 nationwide hotline across websites, packaging, and service portals for enterprise and consumer users. They use it in VIP customer care, service center hotlines, and technical support to make sure clients from any network—landline or mobile—can connect with ease. By managing after-sales inquiries through a single central number, Huawei is able to increase operational efficiency and confidence.

2. Lenovo (Tech & Retail Support)

Lenovo example of China 400 shared-cost number.
Lenovo also uses a 400 number as the primary contact for product support in China. Lenovo lists similar 400 numbers across its service and support pages for Chinese customers. This shows the company’s commitment to offering accessible local support for its PCs, smart devices, and enterprise solutions.

3. China Minsheng Bank

400 Number being used by a Chinese bank instead of a toll-free number.
China Minsheng Bank efficiently optimizes client service across many sectors by using 400 numbers. For example, the bank uses 400 68 95568 as the corporate service hotline, offering corporate clients help with account queries, business consultations, electronic banking, and complaint resolution. Meanwhile, 400 86 95568 is dedicated to small and micro businesses, assisting with finance, loan consultations, and other business-related services.

By using separate 400 numbers for each customer group, the bank ensures targeted, efficient, and professional service nationwide, showcasing the flexibility and scalability of 400 numbers in meeting diverse business needs.

4. HSBC China

HSBC China - 400 number example.

HSBC China strategically uses 400 numbers to simplify customer support across different common queries and requests. 400-920-0828 helps with international education financial services, guiding students and parents on banking needs abroad. 400-820-3090 answers questions on opening personal accounts, ensuring a smooth onboarding process. 400-820-4335 helps with home mortgage loans, guiding applications, and repayment.

Employees benefit from dedicated banking solutions via 400-821-3168. 400-920-3827 offers personalized support for customers in the Greater Bay Area. Lastly, 400-820-1177 supports retail business clients through HSBC Fusion, offering banking solutions for small businesses.

Each number ensures customers reach the right team directly, reducing wait times and improving service efficiency across China.

5. BMW China

BMW China using a National 0400 Number.

BMW China uses 400 numbers to offer reliable customer service for its various operations, namely Customer service, Financial services, and Leasing services. This structured system helps them sort support by the kind of help needed, leading to quicker solutions, happier customers, and steady communication all over the country.

Customers can reach the 24/7 BMW Customer Service Center at 400-800-6666 for queries like test drives, product info, or after-sales help. For financial and leasing concerns, 400-800-6886 handles BMW Finance-related inquiries and complaints, while 400-995-6618 is dedicated to BMW Leasing customers. This organized use of 400 numbers allows BMW to provide support by service type, ensuring faster resolution, greater customer satisfaction, and consistent communication nationwide.

Choose the Right China Phone Number Provider

When expanding your business presence in China, choosing the right China phone number provider can make all the difference in delivering a seamless customer experience. Not all providers offer the same quality of service or compliance support, especially in complex markets like China.

Here’s what to look for in a 400 number provider:

• In-Country Routing
Ensure that your provider offers in-country routing for China 400 numbers. This means calls are handled locally, reducing latency and improving call quality for customers across China.

• 24/7 Support with a Dedicated Team
Look for providers that offer 24/7 customer service with access to dedicated account managers or technical teams. This ensures that any problems are fixed quickly, causing the least amount of inconvenience to your business operations.

• Essential Call Management Features
Look for features like call forwarding, IVR menus, call recording, and advanced analytics to monitor and manage operations effectively. These features enhance customer experience, optimize call center efficiency, and provide valuable insights into communication patterns.

• Regulatory Compliance and Documentation Support
Regulatory compliance in China can be complex, especially when it comes to registering and using China virtual numbers. Choose a provider that offers hands-on support for documentation and knows how to navigate local telecom regulations with ease.

Related: China SIP Trunking

Stay Compliant, Accessible, and Ready to Grow With China 400 Numbers

For businesses aiming to succeed in China’s evolving market, 400 numbers provide a modern, scalable, and mobile-friendly alternative to the limited and outdated 800 numbers. This evolution reflects China’s shift to a mobile-first communication culture, where 400 numbers provide an important nationwide consistency and simplified network compatibility that China toll-free numbers simply cannot match.

With their shared-cost model, 400 numbers balance affordability for customers with sustainable operational costs for businesses, making them the most practical solution for complete customer engagement, sales, and support.

With decades of experience, wide international coverage, and flexible support, United World Telecom helps businesses build reliable communication networks in markets like China and beyond, without unnecessary complexity.

Ready to modernize your business communication in China? A 400 number is a great place to start. Chat with our experts to learn more or browse through our inventory online!

Microsoft Teams Direct Routing: A Complete Guide

Posted on by Gulme Pal

As Microsoft Teams evolves into a Unified Communications as a Service (UCaaS) hub, modern businesses are increasingly adopting it not just for internal collaboration but also for external calling.

As a UCaaS tool, Teams supports video, chat, audio, and phone calls for internal business collaboration. For external calling, Microsoft offers Calling Plans—a built-in solution that allows Teams users to make and receive calls via PSTN. However, Microsoft Calling Plans have limited global coverage, fewer features, and reduced flexibility for external calling. This can limit global businesses from reliably communicating with their international customers.

This is where Microsoft Teams Direct Routing comes in. Direct Routing brings advanced telephony to Teams by letting businesses bring their preferred carrier to Teams. This enables teams to make and receive external calls directly from their Teams platform, providing businesses with a reliable and flexible path to global communication, voice control, and substantial cost savings.

In this guide, we’ll cover:

What is Direct Routing for Teams?

Direct Routing is a Microsoft Teams solution that enables businesses to handle external calls within Microsoft Teams by linking the platform to the PSTN.

Instead of relying solely on Microsoft Calling Plans, businesses can bring their own carrier (BYOC) using a certified Session Border Controller (SBC). With Direct Routing, you can expand communication across your existing phone systems, including Microsoft Teams, analog devices, and third-party PBXs.

To fully understand how Direct Routing works, it helps to break down the core technical components involved. These elements work together to enable external PSTN calling within Teams:

1. Microsoft Teams Phone: This is the core voice component in Microsoft 365, enabling call control and PBX capabilities within Teams. It lets users make, receive, and transfer calls directly from the Teams interface.

2. Session Border Controller (SBC): An SBC for Teams is a device or software that securely connects Microsoft Teams to your chosen telephony provider. It acts as a translator and gatekeeper, ensuring that call traffic is routed correctly and protected against threats like DoS attacks or codec mismatches. The SBC is a required element for Direct Routing. Without it, Teams cannot connect to an external voice network.

3. Bring Your Own Carrier (BYOC): This allows you to use a third-party voice carrier—like United World Telecom—instead of Microsoft’s Calling Plans. This approach provides more flexibility, better global coverage, and typically lower costs. Direct Routing is Microsoft’s way of enabling BYOC.

4. SIP Trunk: A SIP trunk is a virtual phone line that transmits voice over IP (VoIP) networks. It connects your SBC to the public telephone network (PSTN) via your voice provider. The SIP trunk is how your business makes and receives calls outside of Teams, using your chosen provider’s global infrastructure.

5. Fully Qualified Domain Name (FQDN) & Trusted Certificate: Each SBC must have an FQDN and a TLS certificate issued by a Microsoft-trusted Certificate Authority. This ensures encrypted, authenticated communication with Microsoft 365.

6. Transport Layer Security (TLS) Encryption: A security protocol that encrypts data to ensure safe and private communication over a network.

Directing Routing methods used in Microsoft Teams

How Direct Routing Works?

Direct Routing enables Microsoft Teams to handle both inbound and outbound calls over the PSTN using a third-party carrier. Here’s how each call direction works, and how the underlying components—Teams Phone, SBC, and SIP trunking—operate together:

Call Flow Direction Key Elements
Outbound Teams → Phone System → SBC → SIP → PSTN
Inbound PSTN → SIP → SBC → Phone System → Teams
  • Outbound Calls (Teams client → PSTN endpoint):
    • A user places a call from their Microsoft Teams client.
    • Microsoft Phone System receives and processes the call and applies your preset voice routing policies.
    • The call is securely routed over TLS-encrypted SIP to the SBC using the registered FQDN.
    • The SBC may apply outbound rules (e.g., number formatting), then pass the call to your selected carrier via a SIP trunk.
    • The call is completed through the PSTN to the destination number.
  • Inbound Calls (PSTN endpoint → Teams client):
    • A call arrives from the PSTN to one of your organization’s business numbers.
    • The call is delivered through your telecom provider’s SIP trunk to your SBC.
    • The SBC applies inbound translation rules (e.g., adding a “+” or country code) and forwards the request securely to Microsoft Phone System.
    • Based on the number and routing configuration, Microsoft Teams delivers the call to the correct user or application, as set up.

By controlling how calls are routed in and out of MS Teams, this voice architecture gives businesses full flexibility to:

  • Choose their preferred global carrier (BYOC)
  • Apply customized routing rules (e.g., time of day, region)
  • Optimize call quality and cost
  • Maintain secure, compliant communication.

Why Use Direct Routing Instead of Microsoft Calling Plans?

So, if Microsoft Teams has its own Calling Plans, what is the purpose of Direct Routing?

One of the primary ways to connect Microsoft Teams to the PSTN is through Microsoft’s built-in, cloud-based Calling Plans. In this setup, Microsoft acts as your PSTN carrier, handling all internal and external voice traffic. With this setup, costs depend on Domestic or International Calling Plans, which can escalate based on call volume and global reach.

Unfortunately, these plans are only available in select countries and may not offer the global reach that international organizations require. For companies with global ambitions, this lack of unified coverage can be a significant roadblock to seamless communication.

To scale globally in a cost-effective manner, Direct Routing becomes a strategic move. By using Direct Routing with a provider like United World Telecom, businesses:

  • Scale their voice infrastructure quickly and efficiently across regions without being restricted by Microsoft’s limited Calling Plan availability.
  • Quickly obtain and activate international phone numbers from more than 160 countries. Check out our country coverage.
  • Get 24/7 responsive support and customization options for your customer calls, advantages you won’t find with Microsoft’s native plans.

Learn how Direct Routing works for MS Teams

Benefits of Direct Routing for Microsoft Teams

The majority of digital transformation projects aim to standardize and integrate IT software, particularly in areas such as CRM and ERP, yet telephony is often neglected. In reality, many businesses still rely on mismatched PBX systems across global offices.

Switching to Microsoft Teams Direct Routing helps unify communications in the following ways:

• Global Coverage
Direct Routing connects your Microsoft Teams environment to a vast worldwide voice network, enabling your organization to secure various types of numbers–local, toll-free, non-geographic, and mobile numbers.
• Unified Communication Platform
By integrating Direct Routing, you unify voice, video, chat, and collaboration in Teams, simplifying communication and reducing dependency on numerous tools.
• Smooth External Communication
With Direct Routing and global coverage, users can make and receive international calls seamlessly within Teams, connecting reliably with clients, partners, and vendors outside the platform.
• Security with Microsoft-Certified SBCs
A pre-configured, Microsoft-Certified SBC ensures encrypted SIP communication via TLS and trusted certificates. This gives your business a robust, carrier-redundant network for reliable global voice services.
• Improved Productivity and Workflow
MS Teams users can manage calls, view history, and access advanced features in one platform, helping remote and hybrid teams stay organized, respond faster, and collaborate seamlessly without toggling between tools.
• Cost-Efficiency
Direct Routing offers greater control over telecom spending. You also gain flexibility to choose your preferred carrier and optimize rates in less expensive ones.
• Enhanced Local Presence with Outbound Caller ID
Direct Routing solutions allow you to manage outbound caller ID, which helps improve answer rates in key markets, thereby establishing a more substantial local presence for your businesses.
• Advanced Call Features
When you bring your own carrier to Teams, your telephony provider can offer more than basic calling services. You can access features like IVR, call recording, AI Call Insights, advanced call routing, and detailed analytics, enhancing overall call management.

How to Use Direct Routing for Global Business Communication

When Microsoft Teams and Direct Routing integrate, the platform becomes a fully functioning business phone system. This configuration enhances global reach, handles complex telephony requirements, and opens enhanced voice capabilities. Below are a few use cases on how businesses can take advantage of this telephony integration:

1. International Companies with Offices in Multiple Countries

International businesses can use local numbers for each country or region while streamlining voice communication across boundaries.

An example:
Say a multinational IT firm has its headquarters in India with branches in Singapore, London, and New York. Using Direct Routing for Teams and international numbers with local prefixes, employees can make and receive external calls from anywhere, connecting locally in each country. Thereby simplifying their international communication system.

2. Remote and Hybrid Workforces

Support your distributed teams working remotely, in-office, or across time zones with reliable voice internal and external communication through Teams and cloud telephony.

An example:
A fully remote tech startup has developers based across North America and the Middle East. With Direct Routing for Teams, every team member can make and receive business calls using the Teams app on their laptop or smartphone—no matter where they are. Managers can send incoming calls from North & South America time zones to the North American team and calls from MENA customers to the Middle East team. This ensures seamless internal and external communication without relying on physical phone systems.

3. Companies Consolidating PBX Infrastructure

Managing multiple phone systems and carriers often leads to complex licensing, inconsistent service levels, and high overhead maintenance. By integrating your telephony directly into Microsoft Teams with a single, trusted carrier that offers extensive global coverage, you can eliminate the need for multiple vendor contracts, redundant infrastructure, and ongoing system maintenance. This not only reduces administrative burden and operational costs but also ensures a reliable calling experience across your entire organization.

An example:
A large manufacturing company with PBX or phone systems in its different locations across the country can decide to consolidate. By implementing Direct Routing and migrating all communication to Teams, they reduce their telecom maintenance contracts.

4. Enterprises Migrating from Legacy PBX Systems

Moving away from outdated PBX hardware doesn’t have to interrupt your business. With MS Teams Direct Routing, the transition to a cloud-based phone system is designed to be gradual and non-disruptive. Organizations can run both systems in parallel during migration, allowing teams to adapt at their own pace. Number porting, call routing, and user provisioning are managed behind the scenes by your Direct Routing and telephony provider, minimizing downtime and IT workload. The result is a seamless, secure transition to Microsoft Teams calling with minimal impact on day-to-day operations.

An example:
A financial institution currently running an aging on-premises PBX can choose Direct Routing as part of its digital transformation initiative. Over several months, they progressively move departments to Teams Voice, ensuring business continuity while transitioning to a cloud-based communication system.

5. Teams with High Outbound International Calling Volume

Organizations with high call volumes can significantly reduce costs and manage outbound calling processes using Direct Routing. By routing calls through an SBC and a telecom provider with competitive international rates and local caller ID capabilities, businesses avoid high per-minute charges while making local calls.

An example:
An export-import company that frequently contacts suppliers across East Asia, Europe, and North America can switch from standard calling plans to Direct Routing. And with a global telephony provider, they can make outbound calls using local phone numbers and caller IDs for target countries. As a result, it significantly reduced its monthly international call expenses while ensuring optimal call pick-up rates.

6. Contact Centers Using Teams as Their Primary Communication Hub

Contact centers depend on fast, reliable communication and effective workflows. Managers and agents can access enterprise-grade features, like call routing, call recording, and advanced analytics, right within the Teams interface by integrating Direct Routing. This eliminates the need for separate telephony platforms, improving operations and supporting performance.

An example:
A global tech support contact center can use Teams for internal collaboration while handling all customer calls through Direct Routing. Managers may track conversations, receive inbound calls, route them automatically depending on language, and view recordings or performance data.

7. Global and Regional Customer Support Teams

Direct Routing empowers global and regional support teams to deliver more personalized, trustworthy service by using local phone numbers for inbound calls and displaying local caller IDs when reaching out to customers for follow-ups. This localized presence not only enhances brand credibility but also significantly boosts call connection rates, especially in regions where customers are more likely to engage with familiar local numbers.

An example:
A Latin American support team can use local phone numbers from different Latin American countries to forward and receive incoming calls in their Colombia service center.

8. International and Regional Sales Teams

Direct Routing empowers international and regional sales teams to improve outreach by using local caller IDs when prospecting—an essential tactic for building trust, increasing answer rates, and establishing a stronger presence in target markets.

An example:
A company with its EMEA sales team based in the UK or an APAC team operating out of Singapore can assign local numbers for nearby regions. This allows them to contact prospects in countries like Germany, France, or Japan while appearing as a local business. As a result, sales reps overcome caller hesitation, boost engagement, and build strong client relationships without needing a physical office in those countries.

9. Businesses Entering New Markets

International phone numbers paired with Direct Routing provide an efficient and economical way for companies entering new markets to set up a local phone presence without having to invest in physical infrastructure. This helps businesses stay in regulatory compliance and establish confidence with local clients.

An example:
An e-commerce company has decided to expand its operations into Germany. Instead of setting up a physical office, they can integrate a German local phone number within their Teams environment. Their sales and support teams can now manage calls that come from Germany.

Adding Global Coverage to Your Microsoft Teams Environment

Enhance your Microsoft Teams setup with global voice capabilities by integrating with United World Telecom.

With Teams Direct Routing from United World Telecom, we assist you in growing your Teams environment by enabling PSTN connectivity and global coverage across more than 160 countries. Our platform ensures seamless integration and reliable calls, regardless of whether you need local, toll-free, or mobile numbers.

As a global telephony provider for Teams, we help companies use a single, cloud-first platform to unify voice across geographical boundaries. With our user-friendly telephony control panel, you can manage numbers, features, routing rules, and user settings all in one place. Our SBCs, certified by Microsoft, guarantee enterprise-level security.

We don’t just provide the tech—we support you every step of the way. From setup and SIP trunk provisioning to configuration and testing, our team offers hands-on guidance and 24/7 support. With our certified SBC and global voice platform, you can connect your Microsoft Teams users across international borders.

Start building a more flexible and secure Teams Direct Routing voice solution today. Want to learn more about our solution and how to get started? Talk to our experts now — call us or chat with us!

Why We Chose Brazil: Building Our Next Chapter in São Paulo

Posted on by Luke Genoyer

At United World Telecom, we’ve always believed that strong communication has the power to accelerate business and bring people closer together, across geographies and industries.

We’ve spent the last 29+ years helping businesses connect across countries, time zones, and borders with advanced global voice solutions.

Our journey has taken us to global cities, fast-growing markets, and skilled talent across the US, Europe, APAC, Africa, and South America.

But some markets don’t just grow—they call. And Brazil has been calling for some time now.

This year, we’re proud to open our newest office in São Paulo, a decision driven not just by strategy—but by vision.

Why Brazil? Why Now?

Brazil is South America’s largest economy, and home to one of the most vibrant innovation ecosystems in the world.

But beyond its market size and growth trajectory, Brazil represents something deeper: a culture of resilience, ingenuity, and connection.

As a cloud communications provider, that matters.

We aren’t just powering calls—we’re enabling relationships, service delivery, global sales, and support operations.

And in Brazil, we saw a natural alignment between our mission and the needs of multinational businesses looking to scale, sell, and support across borders.

The decision to invest here is rooted in more than market potential. Brazil has been a vital part of our customer base for years, with over 700 businesses served in Brazil and more than 2,200 customers across South America.

From tech startups and SaaS platforms to healthcare providers and enterprise support teams, we’ve seen demand grow steadily for localized, reliable, and scalable voice solutions.

This office is our way of answering that demand—with long-term commitment and presence on the ground.

A New Hub for Tech Talent and Innovation

São Paulo isn’t just a business capital—it’s a talent engine.

We’ve seen remarkable growth in the region’s developer community, tech accelerators, and engineering programs.

By establishing a local office, we’re excited to partner with this emerging tech ecosystem and build alongside the very people shaping the future of communications infrastructure.

This new office will be home to our developer and IT infrastructure teams, focused on enhancing platform performance, improving reliability, and innovating for the next generation of business voice solutions.

What This Means for Our Customers

For our customers in Brazil and across South America, this expansion is a promise:

  • Faster local support with on-the-ground staff
  • More relevant insights and product improvements tailored to regional needs
  • A telecom partner that grows with you, not just a provider.

What We’ve Learned Launching in São Paulo (So Far)

Setting up shop in a new market always comes with its own lessons. Here are just a few from our Brazil journey so far:

1. Local presence builds trust
Whether you’re a startup scaling regionally or a global brand supporting local customers, voice still matters. Businesses here are eager to connect with customers across South America—and having a local voice presence can make or break that first interaction.

2. Brazilian talent is world-class
Our São Paulo team is a blend of developers, telco specialists, and infrastructure pros—and the level of creativity, speed, and global thinking has already begun to surpass expectations. We’re here to hire locally, grow together, and invest long-term.

3. Culture isn’t just a buzzword—It’s a blueprint
From the rhythms of everyday business to the energy of the tech community, Brazil thrives on human connection. We’ve seen firsthand how important it is to localize—not just in language, but in tone, support, and service experience. Our goal is to meet customers where they are, in ways that feel familiar and respectful.

Looking Ahead

Our São Paulo office is just the start.

As we continue to expand globally, our Brazil team will play a critical role in shaping our regional strategy, customer experience, and product development.

We’re here to listen, learn, and build solutions that reflect the needs of Brazil-based businesses—from SMBs to larger enterprises.

We’re also actively exploring partnerships—with local coworking spaces, universities, and innovation hubs—to support the broader tech ecosystem.

And yes, we’ll have more to share soon…

Whether you’re a Brazilian business seeking global-ready communication tools or a tech leader curious about market shifts, we invite you to connect with us. Explore our local offerings, meet our team, and join the conversation.

This isn’t just a launch. It’s a long-term commitment.

Vamos crescer juntos!

United World Telecom Opens Brazil Office to Strengthen Regional Operations and Expand Technical Capabilities

Posted on by Luke Genoyer

The new São Paulo office will support IT development, technical support, and customer success to meet rising demand from Brazil and South America.

DELRAY BEACH, FL, June 2025 – United World Telecom, a global provider of cloud-based business phone solutions, announces the opening of its newest office in São Paulo, Brazil. This expansion is part of the company’s ongoing efforts to enhance product development and provide localized support for its growing customer base in Brazil and the wider South American market.

The São Paulo location will serve as a hub for their engineering and IT operations, with plans to hire additional developers and telecom infrastructure specialists. “We’re excited to build a local presence in São Paulo and welcome new talent into our team,” said Tiago Godoi, “This office represents our long-term commitment to investing in the region and delivering the responsive, high-quality support that our customers rely on.”

The company also intends to grow its regional technical support and customer success teams, improving responsiveness and onboarding for business clients across the region. “Brazil is a rapidly growing market for international voice services,” said Luke Genoyer, Business Development Manager at United World Telecom. “We’ve seen strong demand from both regional and global businesses looking for scalable voice solutions to connect with global customers. This new office allows us to deliver faster support, deepen our technical resources, and continue building strong partnerships with companies in Brazil and beyond.”

United World Telecom has already established a footprint in the region with hundreds of business customers using its international phone services. The Brazil team will collaborate closely with global engineering and product units to roll out new features and optimize service performance for local users.

Brazil office address: Rua Capitão Antonio Rosa, 409, Cj 425, Jardim Paulistano, São Paulo 01443-010, Brazil

About United World Telecom

Founded in 1996 and headquartered in Delray Beach, Florida, United World Telecom provides global voice services and international virtual phone numbers to businesses around the world. As the parent company of Global Call Forwarding, UWT supports thousands of enterprises with cloud telephony solutions, offering coverage in more than 160 countries.

For more information or inquiries about career opportunities in Brazil, visit www.unitedworldtelecom.com.

Contact:
Luke Genoyer
+1 (561) 908-6171
luke@unitedworldtelecom.com

What is Salesforce CTI? Adding Telephony to Salesforce CRM

Posted on by Gulme Pal

Sales representatives who handle a huge volume of leads daily face the constant challenge of juggling multiple applications and retrieving crucial customer details before every call. This fragmented process wastes valuable time and diminishes the quality of customer interactions.

Businesses today operate in a pivotal environment where customer expectations are higher than ever across all channels. Businesses that prioritize seamless communication are more likely to retain customers and foster long-lasting relationships.

Computer Telephony Integration (CTI) addresses this challenge by connecting computer networks or applications and phone systems, essentially adding telephony functionality to them. In other words, you can make and receive calls from your computer or laptop.

Expand this a little more, and you will have CTIs that connect your phone service to your core business applications, like Salesforce CRM. Salesforce CTI bridges the gap between your CRM and phone system, giving your teams unparalleled communication capabilities.

In this article, we’ll cover:

What is Salesforce CTI? How it Works

Salesforce, a commonly adopted sales CRM system, promotes customer communication management. To enhance this functionality, Salesforce CTI integrates telephony capabilities directly within the platform.

A telephony integration for Salesforce lets your sales and support teams manage business calls directly from their Salesforce environment, using a softphone app. They don’t need to use a desk phone or log into another software. Instead, they can answer customer calls, dial numbers, and maintain records—all without leaving Salesforce.

  • The core functionality is the synchronization of data in real time between Salesforce and your phone system.
  • When a call comes in, the CTI recognizes the caller and enters the relevant Salesforce call record if required.
  • With screen pop, agents instantly see who’s calling and relevant account information.
  • They can then make outbound calls quickly through the click-to-dial feature, reducing manual dialing errors and improving sales agent productivity.
  • Agents can also log calls, guaranteeing thorough and precise documentation of each interaction.

This way, a Salesforce CTI combines CRM and telephony to give businesses faster, smarter customer communication — all from a single platform.

With providers like United World Telecom, teams can integrate their voice systems directly into Salesforce and access advanced features like Local 2-Way Voice, intelligent call routing, and AI Call Insights.

Key Features of Salesforce Telephony Integration

​Integrating your phone system with Salesforce improves business interactions by making it easier to manage customer communication from within your CRM platform. Important business calling features include:​

  • Click-to-Call: Simplify outbound calling efforts by allowing agents to initiate calls with a single click from within Salesforce.
  • Call Logging: Log call details, customer information, and interaction summaries, making it easier to track performance and keep accurate records.
  • Call Pops (Screen Pop-Ups): Incoming calls trigger automatic screen pops, giving agents immediate access to caller data.
  • Call Recordings: Listen to call recordings stored with contact records for quality assurance, training, and compliance.
  • Softphone or Dialer: Make and receive calls directly within Salesforce using a softphone integration, eliminating the need to switch between applications.
  • Transcription & Translation: View call transcripts in the CRM to analyze conversations and gain insights into customer sentiments and needs.
  • Call Routing: Optimize call distribution based on preset rules to speed up response times by ensuring calls are sent to the correct agents or departments.

Benefits of integrating telephony with Salesforce

Benefits of Salesforce CTI for Sales and Support Teams

Integrating your phone system with Salesforce offers measurable improvements across customer-facing teams. Here’s what businesses gain:

• Bring Voice and CRM Together

Agents don’t need to switch between tabs or tools. Everything—from dialing to reviewing customer data—is in one place. This lets agents focus on providing excellent customer experiences.

Click-to-dial and screen pops reduce handling time, allowing teams to focus more on conversations and less on busywork.

• Simplified Workflows

Features like click-to-dial and automated call logging reduce the time spent on manual tasks. Agents can place calls with a single click and let the system log key call data, such as time, duration, and outcomes, automatically into the appropriate records.

• Deliver More Personalized Interactions

Calls feel more personal when agents have full visibility into each customer’s history and needs. By connecting Salesforce with telephony, agents can view all client interactions and records in one place. This leads to faster resolutions and more meaningful interactions.

• Less Missed Opportunities

Customizable and advanced call routing ensures customers are connected to the most appropriate agent based on location, department, skill set, or previous interactions. This reduces wait times and improves the customer experience without adding complexity.

• Improved Team Efficiency

Managers can access custom reports, AI-driven analytics, and granular call data. With insights into call volume, handling time, and sentiment, you can identify opportunities, address issues quickly, and make informed decisions.

• Boost Agent Productivity

By eliminating repetitive tasks and surfacing relevant data automatically, CTI helps agents spend less time navigating systems and more time engaging customers. This leads to shorter call times, higher satisfaction, and increased efficiency across the board.

• Scale with Confidence

Whether you use cloud-based, on-premise, or SIP-based systems, modern CTI solutions — like United World Telecom’s Salesforce phone integration — support a wide range of telephony infrastructures, giving you the flexibility to adapt and scale.

Related: Learn how to close sales deals with Salesforce and United World Telecom.

How to Implement Salesforce CTI

By simplifying communication within your CRM, Salesforce CTI improves customer interactions. Check out the following essential steps to ensure an effortless implementation:

1. Evaluate Business Communication Needs
Start by identifying what you want to establish and improve. Analyze current call volume, agent operations, and customer contact trends to see where gaps occur. This will help you determine what type of integration solution you need to maximize ROI.

2. Select a Compatible Telephony Provider
Choose a phone system that can integrate with Salesforce and offer features like click-to-dial, data sync, and more. A cloud phone solution like the United World Telecom Salesforce Integration offers seamless connectivity, call logging, and advanced analytics.

3. Set Up and Integrate
Configure Salesforce integration with your telephone provider. Access the softphone app or extension from the Salesforce AppExchange. The United World Telecom integration, for example, installs in just a few steps. Set up click-to-dial, call routing, and logging rules based on your Salesforce setup.

4. Test and Resolve
Test the integration across multiple teams and locations to ensure proper functionality. This involves testing call logs, screen pops, inbound and outbound calls, and other essential functions.

5. Staff Training
Ensure staff members understand how to use the integrated system. Provide practical guidance in call handling, reporting, and using Salesforce integration features. Proper training increases adoption and enhances customer interactions.

Integrate United World Telecom with Salesforce

Whether you’re a fast-growing sales team or an international support operation, we make it easy to bring voice into Salesforce — and scale it globally.

Why choose the United World Telecom Salesforce phone integration?

We offer:

  • Seamless Salesforce softphone integration – set up in just a few steps!
  • Enterprise-grade voice quality and uptime for inbound and outbound calling
  • Local numbers and international toll-free numbers from 160+ countries
  • Outbound Caller ID management
  • AI-powered tools: Call Transcription, Sentiment Analysis, Custom Reports
  • 24/7 expert support

Want to see our Salesforce phone integration in action? Book a demo today!

Bring Global Voice to Your Salesforce CRM

Salesforce CTI helps you unify customer conversations, streamline agent workflows, and make data-driven decisions — all from inside the CRM your team already uses.

By integrating your phone system with Salesforce, you create a more connected, responsive, and effective customer experience. And with a provider like United World Telecom, you also get access to international numbers, outbound features, and advanced analytics to support your strategy at every level.

Add your telephony to United World Telecom; contact us now at (561) 908-6171 or chat with us!

India Phone Number Guide: An Explainer

Posted on by Gulme Pal

India is home to one of the world’s largest consumer markets and a rapidly growing digital economy. With a population of over 1.4 billion and a strong IT, outsourcing, and services sector, India is a key market for businesses worldwide.

For global businesses looking to expand into this region, setting up a reliable communication channel is critical. One of the easiest ways to establish a local presence and connect with Indian customers is by using India virtual phone numbers.

Understanding India phone numbers is essential for working with your team or communicating with Indian customers. Whether you want to support a local call center, expand customer support, or build regional credibility, a local India number can help you reach your goals.

This guide covers every necessary aspect, including the format of Indian phone numbers with relevant codes, different types of phone numbers, and, most importantly, why your business should get an India phone number. So, let’s dive in!

Guide to Phone Numbers in India

Having an India phone number is essential to establishing a local presence in India and accessible to potential customers. This allows businesses to operate across multiple regions without a physical office in each location. More importantly, they help you reduce long-distance costs, improve accessibility, and enhance customer trust.

Here’s how India phone numbers support global business operations:

  • Local Presence: Displaying a local number on your website or caller ID boosts credibility and encourages customers to reach out.
  • Cost-Effective Communication: Avoid international call charges by routing calls through virtual numbers. Give local customers local or free calling options with local numbers.
  • Expanded Reach: Connect with customers across regions, from major cities like Mumbai and Delhi to remote areas.
  • Offer Reliable Support Across Regions: A local business phone number guarantees that your customers can reach you anytime, whether you establish regional offices, use remote teams, or deal with a local call center.
  • Better Engagement: Local numbers often lead to higher response and pickup rates.

India Phone Number Plan

India’s phone numbering system is managed by the Telecom Regulatory Authority of India (TRAI), which includes managing and allocating phone numbers. The system is based on the National Numbering Plan (NNP), which standardizes how numbers are allocated to various services and regions.

Recent changes in telecom regulations (such as requiring a ‘0’ prefix for fixed-to-mobile calls) have been implemented to streamline dialing and preserve number availability.

India Phone Number Format

Phone numbers in India are typically 10-digits long and include:

  • India country code: +91
  • Trunk prefix: 0 (for domestic dialing)
  • Area or mobile code: Varies by location or provider; i.e., 22 for Mumbai
  • Subscriber number: Usually 6 to 8 digits

Here is a general breakdown of Indian phone number formats:

  • India toll-free number format: 1800 xxx-xxxx (not reachable from outside India)
  • India local number format: +91 11 xxxx-xxxx (New Delhi area code 11)
  • Mobile number format: +91 9xxxx-xxxxx

When calling from outside India, the trunk prefix is omitted. For example: +91 22 xxxx xxxx (for a Mumbai number).

These formats guarantee effective call routing throughout the nation’s telecommunication network.

Different Types of India Phone Numbers

India offers several types of virtual business numbers to suit different use cases. Below are the most common options available from United World Telecom:

1. India Toll-Free Numbers

India toll-free numbers are perfect for customer service and support lines, usually starting with ‘1800’, making them more accessible to customers. Callers in India can reach businesses using these numbers without paying for their calls, encouraging higher call volumes.

2. India Local Phone Numbers

India local numbers, with specific area codes for particular cities or regions, help companies to develop a local presence in key Indian cities like Mumbai (22), Delhi (11), or Bangalore (80).

3. India Mobile Numbers

Mobile numbers offer greater flexibility, as they are not tied to a specific geographic region. While they can be used for inbound calling, virtual mobile numbers in India are generally not SMS-enabled for verification purposes.

4. India Local 2-Way Voice

India phone numbers with Local 2-Way Voice, allow users to make outbound calls using a local number and receive inbound calls while displaying that number as the local caller ID. Simply put, they can be used for outbound and inbound calls. This flexibility increases the likelihood of call pickups, making your international communication easier.

Get an India Phone Number with United World Telecom

India phone numbers provide a valuable opportunity to enhance your business revenue and expand your global reach. Don’t miss out on connecting with a broader audience! Get your India phone number today and start building relationships with clients locally and worldwide.

With options ranging from toll-free to local numbers, United World Telecom ensures your communications are flexible, reliable, and scalable.

And with flexible plans and 24/7 customer support, we make it easy for businesses to establish a presence in India without setting up a physical office.

Ready to grow your business in India? Get a toll-free, local, or mobile India number from United World Telecom and start building a stronger local presence today. Want to learn more? Chat with us online!

Best Virtual Phone Number Providers in the UK

Posted on by Gulme Pal

Need the best virtual phone number providers in the UK to support your business plans to expand within the United Kingdom? We’ve got you covered. In this comparison of UK virtual phone number providers, we’ll go over:

Types of UK Virtual Numbers

Before we dig deep into the best providers of UK virtual numbers, let’s explore various types of phone numbers available for the United Kingdom below.

Toll-Free Numbers:
UK toll-free numbers (or freephone numbers) allow customers to call within the UK free of cost, encouraging more people to get in touch with businesses. These numbers usually start with “0800” or “0808” prefixes. Format for UK toll-free numbers: 0800 xxx xxxx.

Geographic (Local) Numbers:
These local numbers come with designated area codes that make them instantly recognizable to locals. For instance, London numbers start with “204,” while Manchester numbers begin with “1618.” Calls to these numbers are charged at local rates, which can vary depending on where the call originates and its destination. Format for London local numbers: +44 0204 xxx xxxx.

National Numbers:
National, or non-geographic, phone numbers are recognizable and accessible throughout the UK. Often used by companies, government agencies, and helplines, these numbers provide significant reach and convenience. These numbers start with “330”, “840,” or “845” and can be accessed from anywhere in the UK. And, like local numbers, they are charged local calling rates. Format for UK non-geographic numbers: +44 (0) 330 xxx xxxx.

Mobile Numbers:
UK mobile numbers start with “07” and consist of ten digits. They can be reached from anywhere in the UK. However, they cannot be used for verification or social media purposes. Format for UK mobile numbers is +44 (0) 7xxx-xxxxxx or 7441 xxxxxx.

How to Choose a Reliable UK Phone Number Provider

Choosing the best virtual phone number providers in the United Kingdom is essential for businesses seeking seamless communication and growth. Here are key factors to consider when finding a VoIP provider:

Identify Business Requirements: Before choosing the provider, take time to figure out precisely what your business needs to help you find a provider that aligns with your goals. What type of phone number is needed? How many calls do you expect to handle?

Explore Features and Services: Providers offer different features, so look at what’s included and what’s additional and how that compares with your business requirements. Do they provide advanced routing, IVR, AI insights, CRM integrations, or advanced analytics?

Compare Pricing Plans: Look at setup fees, per-minute rates, and any extra charges for premium features. You’ll want to find a plan that offers good value without sacrificing service quality.

Check the Provider’s Reputation: It’s always wise to see what others are saying. So, do not forget to read reviews, check out testimonials, and dig into any industry feedback. Providers with high customer satisfaction and good reviews are generally more reliable.

Evaluate Customer Support: Responsive customer support is important when it comes to phone service. Look for providers offering 24/7 tech support through live chat, email, or phone options. Good customer support resolves technical issues quickly, keeping disruptions to a minimum.

Make Sure They Follow Regulations: Your provider must comply with essential telecom regulations and data protection laws. This is key to keeping your business and your customer’s data secure.

Look for Extra Perks and Flexibility: Some providers go the extra mile by offering free trials, no long-term contracts, or flexible upgrade options. These perks can be convenient if you’re testing things out or planning to expand soon.

8 Best Virtual Phone Number Providers in the UK

Businesses progressively rely on virtual phone numbers for efficient and flexible communication. Whether you operate an online business, manage a remote team, or want to scale gradually, virtual numbers offer a cost-effective solution.

Here are the top providers for UK virtual numbers, along with information about the types of numbers, their pricing plans, and all advanced features:

  1. United World Telecom
  2. Global Call Forwarding
  3. Virtual Landline
  4. Vodafone UK
  5. Telecoms World

1. United World Telecom

United World Telecom offers virtual business numbers and international call forwarding in over 160 countries. We offer a range of UK virtual numbers including national, toll-free, mobile, and geographical options, as per the country’s National Telephone Numbering Plan, to suit diverse business needs. United World Telecom has decades of experience as a reputable provider of reliable communication solutions.

Our strong connections with global providers, including top operators in the UK, give us the unique ability to deliver low-cost, high-quality services. We constantly add new features and services to improve your communication experience while focusing on innovation. We offer 24/7 global customer service, which ensures smooth connectivity and satisfaction.

Pricing:
The pricing plans for UK virtual phone numbers start at $7.95/month (£6.36/ month). However, the price of these phone numbers might vary depending on a few factors, such as:

  • Type of number
  • Additional premium features
  • Additional per-minute rates (If applicable)
  • Type of plan

Features:
Virtual phone numbers from United World Telecom come with 40+ free and premium features to support global connectivity and improve caller experience. Top features include:

  • International Call Forwarding
  • Cloud IVR
  • Hosted Call Recording
  • Time of Day Routing
  • Location-Based Routing
  • Caller ID Management
  • Softphone
  • AI Insights
  • CRM Integrations, and more.

Global Call Forwarding

Since 2007, Global Call Forwarding has been one of the leading outlets for global business communication. They provide local and international virtual phone numbers across the globe from more than 160 countries and inbound and outbound calling features.

Pricing:
Their UK virtual phone numbers begin at $7.95/month (£6.28/ month) and can go up to $628.95/month (£503.05/month).

Features:
These cloud numbers also come with lots of advanced features, such as:

  • IVR and Custom Greetings
  • Outbound Calling
  • Advanced Call Routing
  • Call Recording
  • Voicemail and Voicemail Transcription, and more.

3. Virtual Landline

Virtual Landline is a flexible, cloud-based UK phone number provider that lets you choose how and where you answer incoming calls. Whether on your mobile, through a free app, another landline, or your laptop, you have complete control over your communication. However, the company is dedicated to providing exceptional services only within the UK, with limited customer support availability.

Pricing:
Virtual Landline’s pricing plan for UK virtual phone numbers starts at £4.50 per month ($5.63/month).

Features:
Virtual Landline phone numbers come with the following features:

  • Auto Attendant Configuration
  • DID Selection
  • Voicemail to Email
  • Time of Day Routing, and more.

4. Vodafone UK

Vodafone UK entered the business sector in 1980, providing mobile and landline telephone solutions for personal and business use. Their “One Net Anywhere” program offers companies the flexibility of a virtual landline number that rings on mobile devices, helping to establish a professional image. Additionally, businesses can choose numbers from any geographic area, broadening their reach.

Different types of virtual phone numbers offered by Vodafone UK:

  • Local numbers
  • UK freephone numbers
  • International inbound numbers

Pricing:
Vodafone UK offers two virtual numbers pricing plans: £14/month ($17.50) and £17.99/month ($22.49).

Features:
They offer numerous features, which are as follows:

  • SIP Trunking
  • IVR System
  • PBX for Business
  • Call Recording
  • Call Queueing
  • Voicemail, and more.

5. Telecoms World

Telecoms World is a phone number provider in the UK. They offer local numbers for more than 520 areas within the country. The company provides comprehensive virtual number services that help businesses project a professional image. These services deliver hassle-free, cost-effective voice and data solutions to support operations in the UK and build trust with UK-based customers.

Pricing:
Telecoms World’s virtual phone numbers pricing plans start at £4.99 ($6.24) per month and can go up to £49.99 ($62.49) per month.

Features:

  • Call Routing
  • Call Recording
  • Call Queuing
  • Call Analytics
  • Virtual Receptionist
  • Conference Calls
  • Callback Service, and more.

Expand to the UK with the Right Virtual Phone Number Provider

Choosing the right virtual phone number provider for the United Kingdom is crucial for businesses looking to enhance their communication, expand their reach, and improve customer interactions. Each provider offers unique features and benefits, so selecting one that aligns with your business needs is key.

With United World Telecom—a global telephony provider—you can enjoy virtual numbers in the UK with our deep-rooted global presence, adjustable pricing plans, and feature-packed services.

With over two decades of experience, a proven track record, and a robust suite of advanced features, United World Telecom is the trusted choice for businesses of all sizes. Whether you’re a startup or an enterprise, our UK virtual phone service and features like call forwarding and AI insights are designed to help you communicate efficiently and confidently grow your business.

So, are you ready to get your UK virtual phone numbers for business? Contact us by signing up on our website, giving us a call at (877) 898-8646, or chatting with us online right now!

6 Best Virtual Phone Number Providers in France

Posted on by Gulme Pal

Seamless communication is the cornerstone of any successful business—especially when expanding or operating in a competitive market like France.

Whether you’re a local startup in Paris or an international enterprise looking to establish a strong presence in Lyon or Marseille, having a reliable and feature-rich phone system is critical to delivering great customer experiences and maintaining smooth internal operations.

That’s where virtual phone numbers come in. They allow businesses to establish a local presence in France without the need for physical offices. However, virtual phone services vary in quality, reliability, and advanced features. The right provider should integrate with your communication infrastructure effortlessly, help improve global sales and customer support, and ensure top-level security and flexibility.

In this comparison of France virtual phone number providers, we’ll go over:

Types of France Virtual Numbers

Let’s map out the different types of France virtual numbers before we explore France virtual phone number providers:

Toll-Free Numbers:
France toll-free numbers enable companies to provide customers with a free calling option for customers within France. These numbers begin with 0800 and are perfect for helplines, sales inquiries, and customer service. The company pays the call fees, but the caller is not charged for calls to these numbers. These numbers are not accessible from outside the country. Format for France toll-free number: 0800 xx xx xx.

Geographic Numbers:
France local numbers have area codes and are associated with particular French cities or regions, like Paris (187) or Marseille (484). Calls to these numbers incur local calling fees and are recognizable by French locals, making them more likely to answer these calls. Format for France local number: +33 01 87 xx xx xx.

National Numbers:
National numbers are non-geographic virtual numbers that cover the entire country. These numbers, which typically begin with 09, allow companies to operate nationwide without being restricted to a particular city. These numbers are usually reachable from anywhere in the world. Format for France national number: +33 09 xx xx xx xx.

We also offer Local 2-Way Voice numbers for France, which support inbound and outbound calling. These local routing numbers enable users to display an in-country caller ID while making outbound calls and receiving inbound calls using a local phone number.

How to Choose a Reliable France Phone Number Provider

A trustworthy provider ensures smooth communication, economical pricing, and advanced features that meet your requirements. Here’s how to choose the best France virtual phone number providers:

1. Recognize Your Communication Requirements
What do you need a France virtual number for? Are you building out a regional service center or expanding sales outreach? This will help you determine number type needed, potential usage, routing requirements, features needed, and so on.

2. Set a Budget
Evaluate the cost structures offered by various providers. Check for essential factors like subscription fees, call rates, and other expenses. While some providers have monthly or annual memberships, others provide pay-as-you-go alternatives. Select a provider that offers high-quality services and affordable pricing plans.

3. Evaluate Features
Assess all advanced and premium features and compare them to your needs. Most providers should offer core features like routing, international forwarding, IVR, etc. Some may offer premium features such as CRM integrations and AI-driven insights. Take time to understand how these might fit into your workflows.

4. Analyze Call Quality and Network Reliability
A provider service should offer few call interruptions and excellent call quality. Ask about their VoIP call quality, potential latency problems, and service uptime guarantees. You can also assess a service’s reliability by reading customer reviews or using a free trial.

5. Review Customer Support
When technological problems occur, responsive customer service is essential. Choose a provider that offers 24/7 support via phone, email, and live chat.

6 Best Virtual Phone Number Providers in France

If your business is expanding into France or already operating there, choosing the right global virtual phone number provider is key to ensuring reliable, professional, and cost-effective communication. Here are 6 top providers offering France virtual numbers and advanced cloud phone features to support your growth.

1. United World Telecom

United World Telecom has been delivering global telecommunications solutions since 1996. Known for its reliability and wide coverage, the company offers France virtual phone numbers and international call forwarding services with robust features designed for businesses of all sizes.

Their solutions are ideal for teams looking to streamline international communication, manage remote support, and maintain a local presence across borders.

Virtual Number Plans:
The monthly rates for United World Telecom’s France virtual phone number plans range from $12.95 (12.50 euros) to $248.95 (240.31 euros).

Features:

  • DID Numbers
  • Outbound Calling with Dynamic Caller ID
  • Unlimited Phone Extensions
  • Call Recording Software
  • International Call Forwarding
  • IVR & Advanced Routing
  • Call Transfer
  • AI Insights
  • CRM Integrations
  • 24/7 Support
  • Dedicated Account Management
  • Analytics & Reports, and more.

2. Global Call Forwarding

Global Call Forwarding is a trusted provider of cloud-based business phone services, offering virtual phone numbers in France and over 160 countries since 2007. The service helps global businesses establish a local presence, improve caller experience, and access advanced call management features for sales and support teams. Such choices include France SIP trunking, VoIP features, AI-driven insights, and more.

Virtual Number Plans:
France’s virtual phone numbers from Global Call Forwarding range from $12.95 (12.50 euros) to $248.95 (240.31 euros).

Features:

  • IVR / Auto-Attendant
  • Advanced Routing (Time of Day Routing, VIP Routing, Location-Based)
  • Simultaneous Ringing
  • Hosted Call Recording
  • Voicemail-to-Email & Transcription
  • Call Transcription & Translation
  • Call Activity Reports
  • Custom Reports
  • Outbound Calling, and more.

3. Onoff

With licenses to operate in 21 countries, Onoff Telecom provides numbers from 17 nations. African, Asian, European, and American numbers are available.

Onoff offers virtual numbers via mobile apps. They provide French phone numbers that may be utilized via their app for voicemail, texting, and phone calls. It is mainly intended for small businesses and individual users, it might not be appropriate for larger organizations.

Virtual Number Plans:
Onoff offers virtual phone numbers in France starting at €4.92 per month. For premium services, an additional €2.99 per month applies.

Features:

  • Visual Voicemail
  • Multilanguage Voicemail
  • Call Forwarding
  • SMS to Multiple Recipients
  • Internet Class through VoIP, and more.

4. Octopush

Octopush provides virtual numbers as part of its service and focuses on SMS marketing. It is appropriate for companies wishing to run SMS campaigns since it offers French phone numbers that can be used to send and receive SMS messages.

Virtual Number Plans:
Octopush offers a range of pricing categories based on features and messaging volumes, with monthly prices ranging from €12.04 to €36.11.

Features:

  • Bulk SMS Sending
  • Personalized Sender IDs
  • SMS Scheduling
  • API Integration
  • Detailed Analytics, and more.

5. Bouygues Telecom

Bouygues Telecom is one of France’s major telecommunications providers, offering a wide range of fixed and mobile services for both individuals and businesses. With a strong national network and enterprise-grade solutions, Bouygues enables companies located in France to set up virtual phone numbers, manage call flows, and maintain high-quality communications across locations.

Virtual Number Plans:
Bouygues offers a promotional rate of €9.90 per month (excluding VAT) for the first 12 months. After this initial period, the subscription renews at €14.90 per month (excluding VAT).

Features:

  • IVR
  • Call Forwarding
  • Call Transfer
  • Call Interception
  • On-Hold Music
  • Virtual Switchboard
  • Customer Support Tailored to French Enterprises, and more.

6. SFR Business

SFR is another leading telecom provider in France with extensive experience serving both consumers and enterprises. Through its SFR Business division, the company offers tailored communication solutions—including virtual phone numbers and cloud telephony services—for businesses looking to establish or enhance their presence in France.

SFR Business works with any phone standard and gives you access to various professional VoIP services. It handles all of your subscriptions and phone calls, guarantees service continuity, and secures your voice access, calls, and equipment without requiring you to replace them.

Virtual Number Plans:
The pricing plans for virtual phone numbers in France start at €46.50 per month and can reach up to €84.50 per month, depending on the selected features and services.

Features:

  • VoIP & SIP Telephony
  • IVR and Advanced Routing
  • Internet and Network Solutions
  • Cybersecurity services
  • IoT Services, and more.

Get France Virtual Phone Numbers

Get your France virtual number now! United World Telecom offers quick and hassle-free installation and activation, so you can start using your number in no time. Whether you want to expand your business, improve your communication, or maintain a presence in France, our service is the perfect solution. Sign up online or chat with us to get started – we’re here to help!

Best Canada Virtual Phone Number Providers

Posted on by Gulme Pal

Whether you’re expanding into the Canadian market, optimizing customer interactions, or ensuring seamless internal communication, selecting the right Canada virtual phone number provider is crucial.

Not all virtual phone services offer the same level of call quality, reliability, and advanced features. The right virtual number provider should integrate smoothly with your existing IT infrastructure, support global sales and customer service operations, and deliver enterprise-grade reliability and flexibility.

In this comparison of Canada virtual phone number providers, we’ll go over:

Types of Canada Virtual Numbers

When expanding your business to Canada, choosing the right phone number type that corresponds with your business targets is essential. Whether your company focuses on local customers or wants to provide toll-free support, there is a number type that is the appropriate virtual number for you. Here’s an overview of the most common types of Canada numbers:

Toll-Free Number: Toll-free numbers in Canada let customers call your business without paying. These numbers are perfect for sales and customer service phone lines as they encourage more calls from customers. Canada toll-free numbers are easy for customers to remember and help businesses increase credibility and customer trust.

Canada toll-free number format: 1 (800) xxx-xxxx.

Geographic Number: Geographic numbers are associated with specific Canadian cities and have local area codes like (587) for Banff, Alberta or (416) for Toronto, Ontario. They are ideal for companies building a regional presence and targeting local audiences as they are cost-effective and improve your local marketing strategy.

Canada local number format: +1 (587) xxx-xxxx.

We also offer Local 2-Way Voice numbers for Canada that support both inbound and outbound calling.

How to Choose a Reliable Canada Phone Number Provider

Choosing the best Canada virtual number provider is vital for ensuring smooth customer service. To make an informed choice, consider the following:

1. Identify Your Company’s Requirements: Think about the purpose of the number: for sales, customer service, or local marketing. Decide if you require a local or toll-free number.

2. Look for Advanced Features: Seek calling features that offer value, including call forwarding, customized voicemail, call tracking and analytics, call recording, IVR, call transcriptions, and many others. These features will help improve caller experience and customer interactions.

3. Evaluate Reliability and Coverage: Select a provider like United World Telecom with an excellent track record of reliable support and steady uptime. Ensure they have broad coverage throughout Canada, including accessing several area codes for geographic numbers.

4. Check the Quality of Customer Support: A trustworthy provider offers live chat, email, and phone help 24/7. Verify their expertise and responsiveness to ensure you’ll get help when needed.

5. Evaluate the Budget and Pricing: Ensure your new provider meets your budget requirements. Seek out transparent prices with no additional costs, and look for flexible payment options, if applicable.

6. Browse through Testimonials and Reviews: Check customer recommendations and reviews to learn about the companies’ experiences working with the provider. Positive reviews always indicate a reliable and effective business.

8 Virtual Phone Number Providers in Canada

With a trustworthy provider, you can interact with customers reliably, project a more professional image, and use advanced features to handle calls effectively. We’ve put together a list of the top 8 best virtual phone number providers in Canada, describing their features, offerings, and costs (as of the date of publishing), following your company’s requirements:

1. United World Telecom

United World Telecom is a global leader in business voice solutions, offering reliable virtual phone numbers and advanced call management tools for organizations of all sizes. Established in 1996, the company has almost three decades of experience delivering high-quality international voice services to businesses in more than 160 countries.

Known for its enterprise-grade reliability, 24/7 customer support, and flexible plans, United World Telecom enables businesses to build a strong local presence in Canada and beyond.

Virtual Number Plans:
Canada virtual phone number plans start at $7.95/month (CAD 11.40/month). These phone numbers’ costs, however, may differ based on many factors, including:

  • Number type (local, toll-free, mobile)
  • Premium features selected
  • Usage volume and plan tier
  • Call destination and per-minute charges
  • Plan type

Features:
United World Telecom offers several features designed to improve business communication. These features are adaptable to your company’s requirements, ensuring smooth connectivity and enhanced customer service:

  • International Call Forwarding
  • Call Recording
  • Cloud IVR
  • Time of Day Routing
  • Caller ID Management
  • Softphone
  • AI Insights
  • Location-Based Routing
  • CRM Integrations, and more.

2. Global Call Forwarding

Global Call Forwarding is a trusted provider of international virtual phone numbers and business voice solutions. Since 2007, the company has specialized in helping businesses expand globally by offering local, toll-free, and international numbers in over 160 countries—including extensive coverage throughout Canada.

Known for its intuitive platform and scalable plans, Global Call Forwarding supports businesses with cloud telephony solutions that enhance flexibility and responsiveness.

Virtual Number Plans:
The cost of Canada virtual phone numbers starts at $7.95 (CAD 11.40) per month.

Features:
Global Call Forwarding includes a comprehensive feature set designed to support high-performance business communication:

  • Voicemail and Voicemail Transcription
  • Advanced Call Routing
  • Time-Based Routing
  • Interactive Voice Response (IVR)
  • Canada SIP Trunks
  • Outbound Calling with Local Caller ID
  • Call Recording, and more.

3. Intermedia Unite

Intermedia Unite is a unified communications platform that offers VoIP phone systems, video conferencing, chat, and file sharing. As part of its cloud PBX solution, Intermedia provides Canadian business numbers, although the platform is geared more toward all-in-one communication rather than virtual number services specifically.

Intermedia is best suited for companies looking to centralize communications, though its offering may be more comprehensive than necessary for businesses that just need inbound virtual number capabilities or international call forwarding.

Virtual Number Plans:
Intermedia Unite’s pricing plans begin at $22.99 (CAD 33.08) per month and can go up to $32.99 (CAD 47.47) monthly, including additional pro plans.

Features:

  • Intermedia Unite offers an array of features, including:
  • Video Conferencing and Screen Sharing
  • File Backup and Sharing
  • Call Management
  • Integrated Collaboration Tools with Salesforce, Microsoft, and many others.

4. GoToConnect

GoTo Connect is a cloud-based VoIP service from the GoTo (formerly LogMeIn) suite of business tools. It combines phone, meeting, and messaging services into one platform. Designed primarily for small to mid-sized businesses, GoTo Connect offers Canadian virtual numbers alongside its broader Unified Communications as a Service (UCaaS) offering.

While the platform is easy to use and integrates with other GoTo products, it may be more suited for businesses looking for a full UCaaS suite rather than just virtual phone numbers or international call forwarding capabilities. Those focused purely on virtual number services may find more flexibility with specialized providers.

Virtual Number Plans:
GoTo Connect offers three monthly pricing plans: $26 (CAD 33), $34 (CAD 46), and $80 (CAD 103).

Features:
They offer numerous features, which are as follows:

  • AI Optimization
  • Screen Sharing
  • Virtual Fax
  • Call Management
  • International Calling
  • Call Transfering
  • VoIP Calling Apps
  • Voicemail

5. FlyNumber

FlyNumber is a budget-friendly provider of virtual phone numbers, including Canadian local and toll-free options. It’s designed for individuals and small businesses that need a basic, no-frills solution for receiving international calls or establishing a local presence.

However, you must use a third-party Internet Telephony Service Provider (ITSP) if you require advanced calling features or the ability to connect your IP phone or landline. Due to FlyNumber’s internal constraints on incoming calls, conference calling is restricted to two callers and faxing is also unavailable. While affordable, FlyNumber offers limited advanced features and may not scale well for larger business needs or complex call management requirements.

Virtual Number Plans:
FlyNumber’s virtual phone number pricing start at $2.95 (CAD 4.25) monthly.

Features:
FlyNumber comes with the following features:

  • Pay-as-you-go Pricing
  • VoIP Solution
  • Basic Call Forwarding
  • SMS/Text Messages
  • IVR
  • Time-Based Routing

6. iPlum

iPlum is a mobile-focused VoIP solution that offers virtual phone numbers in Canada and other countries, primarily through an app-based platform. It’s tailored for professionals and small teams that need a second business line on their mobile devices.

iPlum is a good fit for freelancers, consultants, and small business owners who want a portable business number, though it may not meet the needs of enterprises seeking a full-featured virtual phone system.

Virtual Number Plans:
iPlum has three per-user pricing plans: $8.99 (CAD 12.94), $14.99 (CAD 21.57), and $19.99 (CAD 28.77).

Features:
iPlum has a wide range of features:

  • Second-Line Calling via Mobile App
  • Calling and Texting
  • Call Recording
  • Voicemail Transcriptions
  • Auto-Attendant/IVR

7. Telus

Telus is one of Canada’s largest telecom companies, offering a range of phone, internet, and mobile services. Its business phone services include virtual numbers, VoIP, and unified communications options primarily bundled with other services.

Telus offers strong infrastructure and nationwide support, but its business phone solutions may be more costly or complex than needed for small businesses seeking only virtual number functionality.

Virtual Number Plans:
The pricing plan of Telus starts at $25 (C$ 35.98) per month.

Features:
Telus comes up with a variety of features, such as:

  • Call Display (Inbound Number)
  • Call Logs
  • Integrated Mobile Apps
  • Multi Level IVR
  • Audio Conferencing
  • Video Conferencing
  • Automatic Call Recording
  • Bundled Mobile and Internet Options, and more.

8. Rogers Communications

Rogers Communications, another major Canadian telecom provider, offers business phone services as part of its broader suite of communication and connectivity solutions. Virtual and toll-free numbers are available, generally within a broader VoIP or hosted PBX package.

Rogers is a suitable option for businesses already using its network infrastructure, but may not offer the flexibility or international reach of providers focused solely on virtual number services.

Virtual Number Plans:
Rogers Communications’s basic pricing plan starts at $26.00 (CAD 37.41) per month and can go up to $34.95 (CAD 50.29).

Features:
The features are as follows:

  • VoIP-Based Calling
  • Call Forwarding
  • Conference Calling
  • Cloud-Based Integrations

Get Canada Virtual Phone Numbers Now!

Choosing the right virtual phone number provider in Canada depends on your business’s size, goals, and communication needs. Whether you’re a startup looking for an affordable second line, a growing company needing advanced call routing, or an international business expanding into the Canadian market, there’s a solution that fits.

Entering the Canadian market gives you access to a thriving and innovative economy. You can start exploring with a local number and virtual presence and then use a virtual number to test your products and services in Canada.

As a leader in international telecommunications, United World Telecom is ready to help you realize the potential of the Canadian market with our reliable services, advanced features, and affordable pricing plans.

Are you aiming to expand in Canada? Contact United World Telecom, and we’ll help you flourish! Ask for a demo or chat with us online right now!

Phone Number Testing: What it is, Why it Matters, and How to Do it Right

Posted on by Meryl D'Sa-Wilson

Business phone numbers are a crucial part of any business’s communication strategy, whether for customer support, sales, or global operational coordination. However, a number that isn’t reachable, has poor call quality, or fails to connect from certain locations or networks can create missed opportunities and frustrated customers.

That’s why phone number testing is essential. It helps businesses verify connectivity, detect carrier issues, and maintain seamless communication, so every customer call gets through as intended.

In this guide, we’ll break down what phone number testing is, why it’s important, and how to test phone numbers effectively.

Key Takeaways:

  • Toll-free numbers are not often accessible internationally—businesses must test locally for reachability.
  • Missed calls = lost revenue—ensure all numbers work across different carriers and regions.
  • Work with your telecom provider to test and diagnose potential connectivity problems.
  • Testing can be ongoing, not just when issues arise.
  • Use a mix of one-off and scheduled testing to verify number performance.

What is Phone Number Testing?

Phone number testing is the process of verifying the reachability, call quality, and performance of a phone number across different networks and regions.

Businesses often use local, toll-free, and international numbers to connect with customers worldwide. However, not all numbers are accessible from outside their associated country, making it difficult to test from abroad.

For example, a Germany toll-free number cannot be dialed from outside the country. Other countries’ toll-free numbers may only be reachable from specific carriers.

By testing phone numbers, businesses can:

  • Confirm that inbound calls connect properly.
  • Detect potential call failures or unexpected routing issues.
  • Evaluate call quality, high latency, and audio clarity.

Why Should Businesses Test Their Phone Numbers?

Your phone number is often the first touchpoint customers have with your business. If they can’t reach you, they may move on to a competitor or assume your company is unresponsive.

Here are some key reasons why businesses should regularly test their phone numbers:

1. Ensure Toll-Free and International Number Accessibility

Most toll-free numbers are not accessible from outside their designated country. If a business wants to test its international toll-free numbers (ITFNs) from abroad, it must:

  • Work with a telecom provider that can verify international reachability.
  • Use a local partner in our network or an in-country tester to confirm connectivity.

2. Prevent Revenue Loss and Improve Customer Experience

A malfunctioning phone number can result in lost sales opportunities and frustrated customers. Businesses invest in marketing and customer service—but if customers can’t reach you, those investments are wasted.

3. Identify Call Routing Issues Before Customers Notice

Numbers may sometimes route calls incorrectly due to carrier issues. Testing ensures that:

  • Calls reach the intended destination.
  • IVR systems function correctly, and DTMF tones are detected.
  • The audio quality is clear and free of delays.

4. Monitor Call Quality and Network Performance

Even if a number connects, the call quality may be poor due to:

  • High latency (delays in call transmission).
  • Distorted audio or dropped VoIP calls.
  • Inconsistent call routing between carriers.

Regular performance testing allows businesses to track network performance and address quality concerns proactively.

Related: How to Achieve the Best VoIP Call Quality for Your Business?

How to businesses test toll-free numbers

How Do Businesses Test Their Phone Numbers?

So, what are your options for phone number testing?

1. One-on-One Testing via a Telecom Provider

Many businesses test phone numbers reactively—they reach out to their provider when they notice an issue.

At United World Telecom, we often test numbers for customers using local in-country partners who manually test numbers from different networks. Other times, we use a third-party testing tool to verify call connectivity. Our customers also have access to our built-in phone number testing feature in the control panel, which lets them run quick on-demand tests or schedule recurring checks on their own numbers for ongoing reliability.

Testing this way is useful for businesses that:

  • Need to troubleshoot a specific phone number.
  • Want to test one ITFN at a time.
  • Experience intermittent connectivity issues.

2. Scheduled Testing for Multiple Numbers

For businesses with multiple international phone numbers, one-off testing is not enough. A better approach is to schedule recurring tests for:

  • All toll-free and international numbers used for customer support.
  • High-priority business lines (e.g., VIP customer support or sales hotlines).

For example, we can set up recurring testing of a batch of numbers every 3 months to detect issues. Then, document failures and call quality reports for future reference.

3. Using a Third-Party Testing Tool

For large enterprises, automated testing tools like Klearcom provide:

  • Automated dial-out testing from in-country networks.
  • Performance metrics (audio quality, post-dial delay, IVR functionality).
  • Network reachability verification to check if numbers are accessible across different carriers.

While automated tools can be valuable, many businesses still rely on international virtual number providers like United World Telecom and in-country testers for additional verification.

Best Practices for Phone Number Testing

To maintain reliable phone connectivity, businesses should follow these best practices:

Test from multiple carriers & networks: Ensure calls work across mobile, landline, and VoIP networks.

Monitor call quality and connection delays: Track audio clarity, post-dial delay, and voice latency.

Establish a testing schedule: Test mission-critical numbers every 3–6 months.

Document test results: Keep records to identify patterns in network failures.

Work with your telecom provider for faster resolution: If an issue arises, provide test data to help diagnose problems.

Proactive Testing for Reliable Business Communication

Phone number testing is not just a troubleshooting step—it’s a proactive strategy to maintain uninterrupted communication, improve customer satisfaction, and prevent lost revenue.

By regularly testing toll-free, local, and international business numbers, you can ensure:

  • Seamless call connectivity for customers worldwide.
  • High-quality audio and low latency across all networks.
  • Quick resolution of carrier-related issues before they impact operations.

United World Telecom customers can take advantage of our in-platform phone number testing tool to easily run these checks—whether on-demand or on a set schedule—right from the control panel. This ensures your lines stay reliable without adding extra complexity to your workflows.

Want to learn more about keeping your business phone numbers reliable? Contact United World Telecom for insights and guidance!

How to Integrate Call Transcripts With Your CRM

Posted on by Meryl D'Sa-Wilson

When working in a data-driven business environment, integrating call transcripts with your CRM can significantly improve customer interactions, sales strategies, and support efficiency. Whether your business uses Zoho, Salesforce, HubSpot, or other CRM platforms, having AI-generated call transcripts automatically logged in your system ensures better documentation, streamlined workflows, and actionable insights.

Accessing Call Insights within CRMs

With AI-powered call transcripts, your team can review customer interactions at a glance and follow up with confidence. Integrating them within your CRM ensures every important customer conversation is instantly documented—no more guesswork, no more manual note-taking.

Why does this matter? Because having full visibility into call history and customer interactions helps your business make data-backed decisions faster and more effectively. Whether it’s personalizing outreach, identifying customer pain points, or refining sales strategies, integrated call transcripts bring clarity and efficiency to every customer interaction.

Why Integrate Call Transcripts with Your CRM?

Logging, recording, and transcribing business calls manually can be time-consuming and prone to errors. When AI-powered call transcripts are integrated into your CRM, businesses can:

  • Improve Customer Relationship Management – Access detailed transcripts for context on past conversations, reducing the need for customers to repeat themselves.
  • Enhance Sales Follow-Ups – Quickly review transcripts to understand customer needs and tailor follow-up strategies accordingly.
  • Boost Support Team Efficiency – Help agents resolve customer issues faster by reviewing past call logs and transcripts in one centralized location.
  • Ensure Compliance and Record-Keeping – Store call records securely within the CRM to meet industry regulations and maintain quality assurance.
  • Enable AI-Driven Insights – Leverage other AI features like sentiment analysis and keyword search to identify trends and optimize business operations.

Ways to Integrate Call Transcripts with Your CRM

There are a few different ways businesses can access call transcripts within their CRM. Below is a general overview of how this can be done, however, the process will be different for different CRM and phone service providers.

What you’ll need to get started:

  1. A business phone service: Typically, you will need a cloud phone service provider that offers advanced call analytics and features including transcription and integrations.
  2. CRM subscription: You will need a CRM account that can be easily connected to your phone service. Otherwise, look for the ability to easily upload / import transcripts into the CRM.

Let’s look at how you can integrate call transcripts into your CRM:

1. Manual Upload & Entry

Businesses without direct integration capabilities can still benefit from manual transcript uploads.

This involves downloading AI-generated call transcripts from your telephony provider’s dashboard. If your provider does not have transcription abilities, you will need a transcription device or app to transcribe calls.

Then, depending on your CRM’s capabilities, you can easily copy and paste transcripts into the CRM under the respective customer profile or sales ticket or attach the transcript file (PDF, TXT, or CSV format) to the CRM record for future reference. Alternatively, you could set up an email forwarding rule to automatically send transcripts to your CRM.

This method of integrating transcripts into your CRM is manual and slightly time-consuming. Yet, it ensures important conversation details are recorded within your system.

2. Telephony CRM Integrations

For a more automated setup, consider telephony integrations. Many CRMs, such as Salesforce, Zoho, and HubSpot, allow businesses to bring their own telephony (i.e. integrate their phone service with the CRM platform).

Such CRM integrations allow users to automatically sync call records and details with the CRM. The best part about using a telephony CRM integration like this is that you can access advanced call features through your virtual phone service provider, including transcripts and recordings.

In this case, you will simply need to activate the integration and configure necessary settings. Once set up, you should automatically see call transcripts recorded within the associated customer profile post-call. Furthermore, you can access these customer and call records on both platforms, enabling easy access no matter which platform you are using.

Voip integrations in your CRM

How to Integrate Call Transcripts with Your CRM Using United World Telecom

United World Telecom offers a wide variety of call analytics and reporting tools to help you retain a comprehensive view of customer interactions.

With us, businesses can unlock key features like Call Recording, Call Summaries, Transcription and Translation, Search by Keyword, and Sentiment Analysis for all inbound and outbound calls. You can also easily view these insights in your UWT control panel.

To help businesses improve their operations, we have built our analytics tools to easily integrate these insights and call data with top CRMs. So, if you use our CRM integrations, you can view recordings, transcripts, translations, and call records directly in the CRM or our softphone app.

This way, your teams have quick access to key customer information and data without having to jump between different applications.

Here’s the step-by-step to adding transcripts within your CRM with our service:

Step 1: Get a Business Phone Number

Start by signing up for a cloud phone number for your business on our Pricing page. We offer international, local, and toll-free numbers from over 160 countries globally and can provision your numbers within 1-2 weeks. You can also port your existing business number to our service.

Step 2: Enable AI Call Insights & Activate CRM Integrations

Once your account is activated, you can turn on AI Call Insights in the control panel. Our AI Insights feature gives you access to call summaries, call transcripts, and sentiment analysis.

Then, navigate to our Integrations tab, find your preferred CRM integration, and activate it.

Step 3: Make & Receive Calls

When you install our softphone integration with your CRM, you can:

  • Use our softphone to make and receive calls
  • Automatically sync contacts and call records
  • Access voicemail, transcripts, recordings, and more
  • Log calls and make notes, and more.

Step 4: View Transcripts in Your CRM

As you enjoy inbound and outbound call traffic, you will notice that call logs and records are automatically updated in your CRM. You will be able to view transcripts, recordings, and translations wherever your contacts and call records are being stored in the respective CRM.

crm integration

Transform Customer Conversations into Actionable CRM Data

Integrating call transcripts with your CRM is an essential step toward automating workflows, improving customer experience, and enhancing sales and support processes. With United World Telecom AI Call Insights and CRM Integrations, businesses can seamlessly capture, analyze, and integrate voice interactions—turning every call into valuable insights.

Ready to connect advanced call analytics to your CRM? Contact us today to get started!

11 Benefits of Using an IVR System

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#355937164 #27446420

As businesses grow across borders, so does the volume and complexity of customer interactions. Whether you’re serving local customers or international clients, handling inbound calls efficiently is critical to delivering high-quality support. That’s where an Interactive Voice Response (IVR) system becomes essential—not just as an automation tool but as a strategic asset for global communication.

An IVR system acts as the first point of contact, guiding callers through menus, routing them to the right department, or enabling self-service—all without the need for a live agent. Below, we explore the key benefits of using IVR to support local and global business operations.

IVR System: Top 11 Benefits

An interactive voice response, or IVR system, is an automated voice response system that answers incoming calls, identifies the purpose of the calls, and assists the caller. It transfers calls to the appropriate department or provides self-serving options that customers can complete themselves. IVR phone systems cut down on time and money while improving the way a caller interacts with a company. Here are 11 ways a business can benefit from IVR service.

1. Prioritizes Calls Based on Value

IVR systems can be predetermined with rules to prioritize and route calls based on the caller and their needs. This way, you can route high-value customer calls to the most appropriate or qualified agent. If agents are unavailable, the caller will be first in the queue. Doing so ensures that your team does not lose an important caller’s business due to long wait times.

With IVR call flow builders, businesses can design tailored IVR routing strategies that reduce wait times, avoid misdirected calls, and ensure each caller reaches the best resource quickly.

2. Reduces Operational Costs

By automating routine inquiries and directing calls efficiently, IVR systems reduce the workload on your support teams. This minimizes the need for large customer service departments and allows agents to focus on high-value or complex interactions. The result is improved cost-efficiency without compromising service quality. Your team can then focus on more important issues and interacting with high-profile clients.

3. Enables 24/7 Customer Support

With an IVR system, your business can remain available outside regular business hours, on weekends, or across different time zones. You can route calls to agents in other regions, direct callers to voicemail, or provide pre-recorded information and self-service options. This ensures no inquiry is left unanswered, even when agents are offline.

4. Improves Efficiency and Increases First-Call Resolution Rates

Customers calling a business need answers fast. Customer service teams are constantly on the phone resolving issues. An interactive voice response system saves time for everyone by interacting with the customer, identifying their needs, and offering support either through pre-recorded messages or by transferring them to the right department. They can expedite calls, accurately transfer callers, help them complete certain actions, and schedule callbacks. These calls never go unanswered. Callers receive support in some form or the other, without time wasted.

Additionally, with well-designed call flows, IVRs can route callers to agents with the right skill set or department, improving the likelihood of resolving issues on the first call. This reduces the need for transfers or follow-ups—saving time for both agents and customers.

5. Supports and Improves Lead Conversion

Recent advancements in IVR technology have made it possible to use this tool for sales and lead generation. You can use IVR to survey or qualify leads, route high-value prospects to live sales reps, or collect information before a call is transferred. This approach saves time and focuses your team’s attention on higher-conversion opportunities.
Testimonial MonitorsAnywhere

6. Enables Global Call Routing Strategies

For international businesses, IVR plays a vital role in managing global calls effectively. You can route calls based on geography, language, business hours, or caller type. Paired with international phone numbers and advanced call routing rules, IVR helps deliver localized support and a consistent experience across markets.

7. Enhances Customer Experience with Personalization

Automation is the future of customer service. Modern IVRs go beyond menu prompts. They can use caller data—such as location, language preference, or account type—to personalize interactions and streamline support. This not only makes navigation easier for the caller but also leaves a stronger impression of your brand’s attentiveness.

Most providers offer IVR phone systems that can be customized on your end. Customize to improve caller experience through custom greetings, easy-to-understand prompts, and so on. This interaction should reflect an ideal interaction with your company. Callers who can easily navigate the system and get their concerns resolved quickly will only appreciate your brand even more.

8. Offers Scalable Self-Service Options

IVR systems can adapt to an organization and its customers’ changing needs and expectations. Cloud-based systems are highly customizable and have virtual communication features such as intelligent routing, multilingual capabilities, and more. As your business grows, you can add more to your IVR phone system to support your needs.

9. Delivers Actionable Insights with Analytics

Pairing your IVR system with AI-powered Call Insights provides visibility into call volume trends, call completion rates, and caller behavior. Features like call transcription and sentiment analysis help you evaluate agent performance and caller satisfaction, allowing you to continuously refine your support strategies.

10. Helps Gather Marketing and Feedback Insights

Marketing teams have used IVR to study customer behavior and preferences using phone surveys and conducting marketing research. You can gain insights into your audience’s likes and dislikes, their demographics, communication preferences, and more. This information can be used to serve them better.

11. Strengthens Your Brand’s Credibility

A professional IVR system gives the impression of an organized, responsive, and well-established business. It reinforces trust by ensuring that customers always reach the right place, no matter when or where they call. For companies serving international markets, this reliability is crucial to brand perception.

How United World Telecom Supports Global IVR Strategies

United World Telecom offers a flexible IVR system designed for international use. With our no-code IVR editor, you can build advanced call flows, support multilingual prompts, and route calls across teams or regions—all from a single platform. Whether you’re using international phone numbers, local 2-way voice, or integrating with advanced analytics tools, our IVR solution helps you deliver efficient, scalable customer support worldwide.

If you’re ready to upgrade how your business handles incoming calls, explore our solutions or connect with a telephony expert to get started.

8 Ways to Analyze Your Call Center Data

Posted on by Nadine Sampson

Source: DepositPhotos.com - Lic#74605379 ID#27446420

Integrating advanced call handling features into your call center data analysis toolkit empowers your business with a deeper, more nuanced understanding of both agent performance and customer sentiment. Whether you’re optimizing quality assurance, enhancing agent training, or driving strategic customer engagement, our analytics-focused features—call recording, call detail records, and AI insights—provide a deeper view into customer interactions

In this post, we will outline 8 ways to gather valuable data about the functioning of your contact center so that you can determine ways to improve performance.

Analyze Your Cloud Call Center Data: 8 Methods

Tracking and call center analytics continues to be important as contact centers can use these insights to offer better service, find valuable leads, and increase sales. And once your company has this information, you can identify areas of strength and weakness and then improve your service and increase customer satisfaction. Here are some useful and practical ways to track and collect call center data:

call detail records

1. Watch Your Call Detail Records

Call detail records list down all incoming and outgoing business calls. This means that you can get insights into how many calls your business makes and receives per day. You can identify patterns such as what days in the week or times of the day your business receives the most calls. This information can help your call center prepare for high call traffic periods by having more agents on call during those times.

Additionally, you can use call tracking to identify where your calls are coming from. For example, you can assign different local numbers for different geographical regions or advertising channels. And as calls come into specific numbers, you will be able to determine which location or marketing channel this customer came through. This information will help improve marketing efforts in areas responding well to your services.

2. Track Call Center KPIs

Track call center KPIs to see how your cloud call center is performing. Tracking these KPIs should be the focus of your business as they can help you maintain desirable performance. Six of the most popular contact center KPIs include:

1. First Call Resolution: Measures how often a caller’s query is resolved on the first call itself. This means, no follow-up calls or emails were required.

2. Average Time in Queue: Measures the time callers wait in the queue before being helped. This KPI gives you a good idea of how efficiently your agents respond to customer calls. Track the response time for various channels like live chat, email, or social media.

3. Average Handle Time: Measures the average time spent on handling a call (talk and hold time). A delicate balance must be struck between keeping low handle times and effective customer service. If you cut down on the handling time, you may negatively affect customer service quality.

4. Average Abandonment Rate: Measures how often customers leave or abandon a call. Customers may abandon calls after waiting for too long. Short wait time and easy-to-navigate IVR systems can help reduce the average abandonment rate.

5. Customer Satisfaction or CSAT scores: Tracks how satisfied your customers are with your company. Use surveys, feedback portals, and forums to gather CSAT scores.

6. Response Time: Measures the percentage of calls answered. This helps your team understand the goals and standards set so they can work towards them.

7. Agent Absenteeism: Measures the amount of time agents are not at their desks. Productivity can be impacted by missing agents. Therefore, you must identify this issue and resolve it.

8. Agent Turnover Rate: Measures call center turnover rates so that you can identify reasons why agents leave and how to make them stay.

analyze call center data

3. Unlock Deeper Insights with AI Call Insights

In addition to traditional metrics, our new AI Call Insights suite provides transformative tools to analyze your call center data. With advanced features like Call Summaries, Call Transcripts, and Sentiment Analysis, you can automatically distill lengthy conversations into actionable insights.

  • Call Summaries: Quickly review key points of every call without listening to the full recording. This helps managers identify recurring issues and successful strategies at a glance.
  • Call Transcripts: Automatically generated transcripts offer a searchable text of every conversation. Use these call transcripts to identify common customer queries, agent responses, and potential training gaps.
  • Sentiment Analysis: Understand the emotional tone behind customer interactions. This feature categorizes calls on a five-degree sentiment scale, allowing you to pinpoint both positive feedback and areas needing immediate attention.

Integrating these AI-powered tools with your existing call detail records and KPIs gives you a comprehensive view of call performance and customer sentiment, helping you improve agent training and boost overall satisfaction.

4. Study Customer Preferences

It’s no secret: good customer service leads to good sales. In order to offer better customer service, you need to understand your customers and their preferences. This is where it is important to listen to what your customers need, pay attention to and understand their emotions, study their preferences, and so on.

Likewise, adopt and empathetic active listening, ask for their opinion, and offer service that complements their preferences and expectations. For instance, some customers may prefer email or live chat over phone conversations. Having email and live chat as alternative communication methods can help satisfy these customers.

5. Enhance Quality Assurance

Quality assurance (QA) is critical in any call center environment, and our Call Recording and AI Call Insights features elevate QA practices by automating the analysis of calls. Instead of manually reviewing hours of recorded calls, managers can rely on AI-generated call summaries and transcripts to quickly assess agent performance. Here are some ways to use these features to analyze call data:

  • Faster Feedback Loops: Use AI insights to identify strengths and areas for improvement, enabling timely coaching sessions.
  • Data-Driven Decisions: Combine sentiment analysis with traditional QA methods to create a more objective measure of customer satisfaction.
  • Continuous Improvement: Regularly analyze trends in call data to refine scripts, update training materials, and implement changes that drive better service outcomes.
  • Training Sessions: Review recorded calls to train agents on appropriate and inappropriate behaviors.

This powerful combination of technology and traditional QA methods ensures that your team is consistently delivering high-quality customer interactions. By prioritizing call center QA, you are not only monitoring agent performance and employee-customer interactions but also improving your overall client relations.

6. Key into EX Metrics

EX refers to employee experience and this is one of the call center analytics that does not get talked about enough. While businesses focus on improving the experience for customers, not many focus efforts on creating a good and healthy work environment for employees. EX metrics are important to measure since low EX rates can lead to more attrition and agent turnover, which in turn will cost your company more.

Some ways to improve EX and reduce turnover rates include:

  • Training new agents and offering refresher training for current agents on a regular basis
  • Equipping employees and agents with the right cloud call center tools to do their jobs effectively
  • Making sure management is approachable
  • Offering incentives for good and successful results
  • Helping employees maintain a good work-life balance
  • Keeping remote working as an option
  • Asking for feedback from employees

7. Collect Customer Feedback through Surveys

Lastly, another piece of call center data is collecting customer feedback. Feedback can help you identify how customers view your service and what they need from you. And you can use this information to make your service better and improve customer satisfaction.

8. Actionable Insights for Customer-Centric Strategies

Beyond operational metrics, understanding customer emotions is key to driving strategic change. With our AI Call Insights platform, you can turn raw data into actionable strategies that enhance customer service.

  • Identify Patterns and Trends: Use call transcripts and sentiment scores to discover what customers value most and where service gaps exist.
  • Personalize Customer Engagement: Tailor follow-up actions based on recordings and issues detected during calls. For example, escalate calls with negative sentiment to customer care managers for immediate resolution.
  • Measure Campaign Effectiveness: Analyze post-call sentiments to assess the impact of new initiatives, promotions, or service changes. This helps in refining marketing strategies and customer outreach efforts.

By leveraging AI-powered analytics, you not only optimize daily operations but also craft long-term strategies that enhance customer loyalty and boost overall business performance.

Use Call Center Analytics to Reach More Customers

Call analytics and virtual call center software can help your business attract new customers across the world as well as increase the retention of current customers. Set high standards and track metrics to ensure your teams maintain those standards, and watch your business grow locally and internationally.

Want to see these features in action? Book a demo today or chat with our experts to learn more!

Call Analytics: What Are They and How to Use Them?

Posted on by Miguel Isabal

Many businesses are drowning in phone call data, yet struggle to extract actionable insights from every conversation. Without clear, immediate understanding of call outcomes, critical details slip through the cracks—resulting in missed sales opportunities, ineffective customer service, wasted resources, and reduced ROI. This gap in understanding not only hampers effective marketing and customer service strategies but also leaves valuable opportunities unrecognized, affecting overall business performance.

To execute smart marketing, sales, and support strategies that will increase your business’ visibility and awareness, your business needs to know what exactly your target audience wants and how to best appeal to them. And one of the ways that they can study this is through call analytics.

Let’s look at how call analytics work, different features and solutions teams can use to analyze call data, and why your business needs to invest in these tools.

 

Why Call Analytics is Necessary for Business

First, what are call analytics? Call analytics involves collecting detailed data on phone interactions—from call duration and frequency to conversion rates and customer sentiment. This data is then analyzed to identify patterns, gauge campaign effectiveness, and uncover insights that can improve customer engagement.

By integrating features like call recordings, AI insights, call detail records, modern call analytics transform raw data into actionable intelligence.

Why should your business analyze call traffic?

By harnessing the power of call analytics, your business can uncover hidden patterns, optimize marketing ROI, and elevate the customer experience. Whether you’re analyzing individual interactions or examining aggregated data trends, robust call analytics delivers insights that traditional metrics often miss—providing a strategic advantage to refine your approach and drive success. Leverage actionable insights to drive operational efficiencies and boost overall business performance. Identify areas for improvement in real-time and ensure every customer interaction is optimized for success.

The best part? The analytics come in handy across sales, support, and marketing efforts, helping your teams make the most out of call content and data.

How Does Conversation Analytics Work?

Call analytics can help your sales, support, and marketing teams gather information about calls and their outcomes so you can use this to your advantage. Call analytics helps you analyze:

  • Individual calls to study how particular calls go, why they succeed or fail — Use call sentiment ratings or call summaries.
  • A group of calls to determine their source and how they impact your business — Use filters, phone tags, and date ranges.

So, how do call analytics work?

  1. Use virtual international phone numbers that have call tracking abilities.
  2. View call detail records to see core call traffic data like call direction, duration, caller ID, phone lines called, etc.
  3. Access deeper insights with advanced features like recordings, transcripts, AI analysis, sentiment ratings, and so on.
  4. Apply the insights to enhance your strategies across different departments and locations.

Top Features of Call Analytics

For companies that use phone numbers as their main call-to-action, call analytics can give great insights into which areas of marketing are more successful than others. This is done by evaluating various call analytics features such as:

Advanced Reporting

In order to conduct call analytics, one must have access to advanced and detailed call records. This is where advanced reporting comes into play. This feature will give users access to information needed to study how different communication and marketing channels are working. For instance, you can gain insights into peak and preferred call times, preferred communication channels, geographic information, and so on.

Call Recording

Hosted call recording records all incoming and outgoing calls and stores them for future review. Reviewing recordings will help you understand what works and doesn’t work when an agent or employee is on a call with a potential customer. You will also be able to identify areas of concern that customers may have or certain preferences and expectations they come with. You can then target these issues in your ads and drive up your conversion rate.

Call Summaries

With AI-driven call summaries, you can review lengthy conversations to identify key points and action items. Use AI to quickly distill lengthy conversations into concise summaries, highlighting key discussion points and action items so you never miss critical insights. Review summaries with team members for faster decision-making and improved follow-up processes.

Sentiment Analysis

An AI-powered sentiment analysis tool evaluates the tone of each conversation, allowing you to gauge customer satisfaction and adjust your strategies accordingly. The call sentiments are typically rated as positive, neutral, or negative. Use these ratings to identify which calls require further attention, helping managers and agents fine-tune their approach to customer service.

Call Transcriptions

While call recording lets you listen to each call, call transcriptions let you read the conversation. Again, similar to call recordings, reading call transcriptions can help you get a visual idea of how calls are performing and what can be done to make them better. Another similar feature is voicemail transcriptions that send voicemails in text format to your email. This too can help you gain insight into customer behavior and preferences.

Ways to Use Call Analytics: Use Cases Across Teams

From unlocking patterns in customer interactions to tailoring your messaging and support to provide targeted coaching and enhance overall team productivity, managers and agents can use analytics to improve different facets of the business. Here are some common use cases:

Sales Teams

Call analytics empowers your sales team by offering a detailed breakdown of every interaction with prospects. By analyzing individual sales calls, you can identify which parts of your pitch resonate most with potential customers. For instance, you can track the tone and language used during successful conversions, then refine your messaging to highlight those winning elements.

This granular insight enables your sales team to adjust their approach in real time, boosting conversion rates. Additionally, by comparing calls that resulted in closed deals versus those that didn’t, you can pinpoint key differentiators, overcome objections more effectively, and fine-tune your overall sales strategy for improved performance.

Support Teams

By delving into individual support calls or tracking call activity across different service centers, you can identify recurring issues or common pain points that customers face. These issues could relate to product development or may be location-specific, and with the ability to filter and gain a more detailed look at call activity and content, you can determine critical gaps.

This data can inform targeted training for support agents, ensuring they are equipped with the right knowledge and skills to address these issues efficiently. Furthermore, by monitoring call resolution times and customer sentiment, you can optimize workflows, streamline problem resolution, and ultimately enhance customer satisfaction and loyalty.

Marketing Teams

For marketing teams, call analytics is an invaluable asset in measuring campaign effectiveness and channel performance. By assigning unique call tracking numbers to various marketing initiatives—whether it’s your main business line, a dedicated number for social media campaigns, or numbers for specific geographic locations—you can gain clear insights into which channels are driving quality leads.

This allows you to track the source of each call, assess the conversion rates of different campaigns, and allocate your marketing budget more effectively. By understanding which initiatives generate the highest ROI, you can optimize your marketing spend, focus on high-performing channels, and continually adjust your strategy to align with evolving market trends.

Agent Performance Management

For global sales and support managers, ensuring agents perform at their best is essential for driving customer satisfaction and revenue growth. Call analytics provides a data-driven approach to evaluating agent interactions, allowing managers to identify both strengths and areas for improvement. By analyzing call duration, sentiment trends, and conversation effectiveness, managers can gain insight into how well agents handle objections, resolve customer concerns, and follow call scripts.

Training and Debriefing

Effective training and debriefing are critical for improving sales and support team effectiveness. With recordings, AI-powered transcripts, and call summaries, managers can easily review key interactions and extract learning points without listening to hours of recorded calls. New hires can benefit from training modules that showcase successful call strategies, while struggling agents can receive tailored coaching based on actual call performance data.

Integrations and Unified Communications

Call analytics becomes even more powerful when seamlessly integrated with existing business communication tools. Many organizations rely on CRMs, help desk software, workforce management tools, and unified communication platforms to manage customer interactions. By integrating call analytics with platforms like Salesforce, Zoho, HubSpot, or Zendesk, businesses can consolidate customer insights, track communication history, and create a more connected customer experience.

Call Analytics with United World Telecom

Our advanced features go beyond basic call analytics to provide you with a comprehensive view of your call data. By combining call detail records, call recording, and AI insights, we can help you transform raw call information into clear, actionable insights, empowering sales, support, and marketing teams to enhance performance and boost customer satisfaction.

  • Get a comprehensive picture of call traffic and activity by viewing call activity reports or listening to recordings.
  • Whether it’s extracting key conversation points with automated call summaries, generating detailed call transcripts for in-depth review, or evaluating customer sentiment, AI Call Insights is your gateway to smarter decision-making and improved business outcomes.
  • Integrate call analytics into your favorite CRMs or help desk software; chat with us to learn more!

Best Practices

To maximize the benefits of Call Analytics, consider these best practices:

  • Regularly Review Call Data: Schedule routine reviews of call summaries, transcripts, recordings, reports, and sentiment reports to identify trends and areas for improvement.
  • Integrate with Your CRM: Ensure your call data is seamlessly integrated with your CRM to create a unified view of customer interactions.
  • Train Your Team: Use detailed analytics to provide targeted training sessions, helping agents refine their communication skills.
  • Monitor KPIs: Track key performance indicators such as call conversion rates, customer satisfaction scores, and agent performance metrics to continually optimize your strategies.

Maximizing Business Communication with Call Analytics

Ready to unlock the full potential of your call data? Embrace the future of call analytics with advanced reporting and analytics features by United World Telecom. We can get you set up with call recording, call tracking, AI insights, custom reports, and detailed call records to study how your incoming and outgoing business calls are performing. To learn more, visit our website or speak with our experts today.

Navigating Saudi Arabia’s RHQ Program: Solutions for Growth and Compliance

Posted on by Luke Genoyer

Overshadowed by Saudi Vision 2030, a growing openness to tourism, and highly-publicized professional sporting leagues like LIV, Saudi’s Regional Headquarters (RHQ) program was more quietly introduced.

Yet, despite receiving far less attention, the RHQ program will play an equally critical role in accelerating the Kingdom of Saudi Arabia’s shift towards a more diverse, digitally driven economy.

Effective January 1, 2024, this program requires multinational companies to establish regional headquarters in the Kingdom to remain eligible for government contracts.

This article examines the RHQ program, its impact on specific sectors, and strategies that foreign companies can adopt to continue growing their businesses in Saudi Arabia.

Background: Saudi Vision and the RHQ Program

For decades, the strength of Saudi Arabia’s economy has been heavily dependent on oil, which accounts for 84 percent of exports and 40 percent of GDP.

Large oil reserves have enabled the Kingdom to amass substantial wealth and finance ambitious infrastructure and development projects. However, this has also made the economy vulnerable to fluctuations in global oil prices.

Recognizing these challenges, Saudi Arabia launched Saudi Vision 2030.

Saudi Vision 2030

Launched in 2016, Vision 2030 is an ambitious framework aimed at diversifying Saudi Arabia’s economy and reducing its dependence on oil.

The plan outlines key areas for development, including tourism, technology, healthcare, renewable energy, and entertainment, intending to transform the Kingdom into a more sustainable and globally competitive economy.

Saudi Vision 2030 aims to position the country as an international business hub through foreign investment, innovation, and support for a digitally driven economy.

Regional Headquarters Program

As a cornerstone of Vision 2030, the Regional Headquarters Program was designed to encourage multinational companies to establish their regional headquarters within the Kingdom.

RHQ aligns with Saudi Vision 2030 and the Kingdom’s ambitions to drive growth across various non-oil sectors. It offers specific incentives to companies that establish a regional headquarters in the Kingdom, but more importantly, it limits companies that do not.

How Multinational Companies Are Navigating RHQ

While in Saudi Arabia, I encountered companies whose mission was to help MNCs expand business into the Kingdom. One of these companies was Innovation-SA.

As a leading integrated solution and business support service provider in the Kingdom, Innovation-SA offers a full suite of services, from strategic consulting to market research, technology implementation, and operational optimization.

They provide end-to-end solutions to businesses across various sectors aiming to establish or expand their businesses in Saudi Arabia.

The IT Manager from this company introduced me to the RHQ program and detailed how his organization helps businesses navigate its mandates. For further information about Innovation-SA and its solutions, please contact Mr. Mohammed Zaki via email at zaki@innovation-sa.com.

Saudi Phone Numbers and Call Forwarding

One of the key challenges that businesses face when setting up their regional headquarters and expanding their operations in the Kingdom of Saudi Arabia is business support and customer communication.

Often, these businesses will have some presence in Saudi Arabia, but most of their customer-facing operations, like sales and support, are handled internationally.

These companies need Saudi phone numbers, but they don’t always have staff in Saudi Arabia who can answer their calls.

So, we help multinational companies expand to Saudi Arabia by providing phone numbers and call forwarding solutions to route incoming calls from their KSA phone numbers to sales and support centers overseas.

For example, a UK-based company can set up an in-country +966 customer support hotline but route the calls to their main office line or PBX in London. This enables the company to maintain a convenient phone presence in the Kingdom without decentralizing its customer-facing operations.

Phone Number Types

Businesses can choose between different Saudi phone number types depending on their unique needs:

  • Toll-free numbers: preferred by larger enterprises. 800 numbers can only be dialed from within Saudi Arabia.
  • Unified numbers: good for multinational companies that wish to project an established brand within the Kingdom. 9200 numbers can be dialed worldwide.

With years of experience doing business in the Middle East, our team of experts can help your company navigate telecom complexities in the region. If you’re unsure which phone number type will best suit your business, we can serve as a consultant to help you decide on the best option.

At-Risk Sectors Resulting from RHQ

Foreign companies benefit from having a regional headquarters in Saudi Arabia. These benefits include specific tax incentives, streamlined administrative processes, and regulatory support tailored to foreign businesses.

But while the associated benefits can be a reason to establish an RHQ, specific sectors doing business with the government are at risk by not establishing a headquarters in the Kingdom:

The Saudi Arabia Regional Headquarters (RHQ) Program, effective from January 1, 2024, mandates that multinational companies (MNCs) establish their regional headquarters within the Kingdom to qualify for government contracts. This policy significantly impacts sectors that frequently engage in government procurement.

This policy significantly impacts some sectors more than others:

  • Construction and Infrastructure: ambitious futuristic projects like Neom will require significant construction and infrastructure work.
  • Defense and Aerospace: given the Kingdom’s investments in defense, companies in this sector are directly impacted by the RHQ requirement to secure government contracts.
  • Healthcare and Pharmaceuticals: Saudi Arabia is focused on improving healthcare services, which opens opportunities for MNCs in this sector, provided they meet specific requirements for government contracts.
  • Financial Services and Banking: As Saudi Arabia diversifies its economy, the financial sector plays a crucial role. Banks and financial institutions must comply with the RHQ mandate to engage in government-related financial projects.

Beyond the sectors most directly affected by the RHQ Program, several industries present lucrative opportunities for foreign companies, especially concerning government contracts:

  • Travel and Tourism: The Kingdom’s Vision 2030 includes developing tourism infrastructure, which creates opportunities for foreign companies in hospitality, entertainment, and related services.
  • Education and Skills Training: With a growing emphasis on education, there is a demand for international expertise in educational services and vocational training programs to help Saudi citizens prepare for “jobs of the future.”
  • Renewable Energy: Saudi Arabia is investing heavily in renewable energy projects, aiming to generate a significant portion of its energy from renewable sources. This sector offers substantial opportunities for foreign investment and partnerships.

Conclusion

As Saudi Vision 2030 seeks to diversify the economy, and the RHQ Program continues to drive MNCs to establish their presence in the Kingdom, business support services offered by third-party companies and international telecom solutions can help businesses comply and remain eligible for government contracts.

7 Ways to Use Local Caller IDs

Posted on by Vasudha

If you are expanding your business into new regions or trying to differentiate your brand in a competitive industry, using a local outbound caller ID can help you increase call answer rates and connect with more prospects.

Using local, in-country caller IDs can greatly support your business efforts to reach potential clients, partners, stakeholders, etc., across the globe. They enable businesses to connect with locals as a local entity, bridging gaps and establishing a presence even before you make the first call.

Let’s look at:

  • Why your outgoing caller ID matters when making business calls and
  • How your business can use local caller IDs

Why Your Outgoing Caller ID Matters

What caller ID you display when reaching out to potential customers or making cold calls can significantly impact the outcome of those business calls. Consider this, about 80% of Americans do not take calls from unknown numbers. So, if your caller ID appears foreign, unfamiliar, or is marked “unknown,” it’s likely to be ignored or dismissed as spam.

Instead, if you use an in-country caller ID—even when calling from outside the country—you may see increased chances of these calls being answered. For example, when calling customers in London, use a 204 London local phone number. Or use a +34 Spain number when calling prospects in Spain. This way, recipients feel that the call is from a local caller.

Displaying these local numbers as your outgoing caller ID will help establish a local presence for your business. This is especially useful when making sales calls, because the goal is to create and maintain a trusting relationship with customers from the beginning to the end.

How Does the Local Caller ID Feature Work

Local Caller ID, offered by VoIP providers, lets businesses choose what outbound caller ID to display when placing outgoing calls. To be able to change your outgoing caller ID, you’ll need an outbound calling plan.

United World Telecom offers an outbound calling service and a Local 2-Way Voice service where customers can make and receive calls with a cloud phone number.

Here’s how it works: Before your agent makes an outgoing call, they go into the softphone settings and choose a local caller ID for the region they’re calling. Then, when they place the call, the person on the other end sees the local number instead of an unknown or foreign number.

United World Telecom customers can easily configure this in the control panel or through the Softphone right before making calls.

Local caller ID use case

7 Ways to Use Local Caller IDs for Business

Whether trying to break into new markets, make your business appear more approachable, or improve call answer rates, using a local caller ID offers plenty of advantages.

Let’s explore the different ways you can use this feature to help your business grow and connect with people more effectively:

Quick summary:

  1. Enter global markets and establish a local presence
  2. Improve answer and pickup rates
  3. Make it easy for customers to return calls
  4. Provide localized support
  5. Centralize distributed teams
  6. Conduct local market research
  7. Protect employee privacy

1. Enter Global Markets and Establish a Local Presence

Breaking into global markets isn’t just about having a great product—it’s also about communicating and building trust with local customers. Part of this comes from creating a reliable and trustworthy global phone system.

Local caller IDs are typically associated with local businesses. Customers in a given region will recognize these numbers as coming from within their country. This will encourage them to answer the call.

You can get Local 2-Way Voice numbers or add outbound calling lines from multiple countries at a time. This will let your agents connect with potential customers and prospects in these regions.

2. Increase International Sales by Improving Answer Rates

When expanding globally, your business doesn’t need to hire sales reps across different target regions to connect with local customers. Sales teams can optimize their global outbound and cold-calling efforts by using in-country caller IDs corresponding to the countries they’re calling.

Incoming calls with recognizable, local numbers have more chances of being answered, letting your sales reps get one foot in the door. This way, you can obtain global reach even with 1-2 regional sales teams, further expanding your international sales operations.

3. Make It Easy for Customers to Return Calls

Customers are far more likely to return a call to a local number since they know they will be charged a local rate, or call for free if it is a toll-free number. With a Local 2-Way Voice number, you give customers a convenient way to return your call by calling the same number. This way, they get to call your business for local rates, even if their calls are forwarded to an international destination where your teams are located.

This accessibility is crucial when agents are following up or providing customer support. Making it easy for customers and prospects to return your call goes a long way in improving customer engagement and brand image.

4. Provide Localized Support

While serving a global audience, localized support is vital. Calls from international numbers can often be mistaken for spam or robocalls, further affecting your outreach efforts. But calling internationally with a local number has a higher chance of calls being answered quickly.

Businesses can provide obstacle-free customer support by using local caller IDs when connecting with customers for follow-ups, resolving tickets, billing issues, etc. And with a Local 2-Way Voice number, these customers can call your business back conveniently, in case they miss your call. This way, you increase customer engagement for your support efforts.

5. Centralize Distributed Teams

Businesses with distributed teams and service centers can centralize communications under one unified phone system with virtual local numbers and outbound calling. These distributed teams can place outbound calls through their devices (smartphones, laptops, and computers) using softphone apps and easily display a specific caller ID overriding the existing one.

Even if employees are calling from their personal devices, a local caller ID ensures that all outgoing calls appear professional and credible, projecting a unified business image across different countries.

6. Conduct Local Market Research

Since local caller IDs can help increase your entry into global markets, you can use them to survey new markets, test products in new regions, gather customer feedback, conduct competitor research, and more.

Your outreach teams will have an easier time collecting valuable insights from their target audience for a clearer understanding of market trends and customer needs across different regions.

7. Protect Employee Privacy

By assigning local numbers for business calls, employees can keep their personal phone numbers private while maintaining a professional appearance. For instance, in telemedicine, where doctors and healthcare professionals often make calls to patients, using local caller IDs to mask their caller ID ensures that their personal numbers remain confidential.

Related: What is a Dynamic Caller ID for VoIP?

Connect with More Global Customers by Calling Locally

Local caller IDs offer a simple but effective way to strengthen your business connections. From establishing a local presence in multiple markets to providing a unified communication channel, businesses will see several benefits for global communication.

You can use our local caller ID feature with any of our outbound calling or Local 2-Way Voice plans. Want to see which solution is right for your business needs?

Reach out to our experts and find out how you can optimize your outbound calling strategies.