What are the best VoIP call routing methods for multi-national environments?

1 Location-based routing

One of the most common and simple methods of VoIP call routing is location-based routing, which means that calls are routed to the nearest or most appropriate destination based on the caller's or callee's location. For example, if a customer in France calls your support number, they will be connected to an agent in your European office, rather than in your US or Asian office. Location-based routing can reduce latency, bandwidth consumption, and toll charges, as well as improve the user experience by matching the language and time zone of the caller and the agent.

2 Least-cost routing

Another method of VoIP call routing is least-cost routing, which means that calls are routed to the destination that offers the lowest cost, regardless of the location. For example, if a customer in Japan calls your sales number, they will be connected to an agent in your Asian office, even if your European office is closer geographically. Least-cost routing can help you save money on international and long-distance calls, as well as take advantage of different pricing plans and discounts offered by different VoIP providers.

3 Load-balancing routing

A third method of VoIP call routing is load-balancing routing, which means that calls are routed to the destination that has the least traffic or congestion, regardless of the location or cost. For example, if a customer in Australia calls your service number, they will be connected to an agent in your US office, if your Asian office is overloaded or unavailable. Load-balancing routing can help you improve the quality and reliability of your VoIP calls, as well as distribute the workload and resources among your different offices.

4 Skill-based routing

A fourth method of VoIP call routing is skill-based routing, which means that calls are routed to the destination that has the most suitable or qualified agent, regardless of the location, cost, or load. For example, if a customer in Germany calls your technical number, they will be connected to an agent in your European office who has the expertise and certification to handle their issue, rather than to a generalist or a novice. Skill-based routing can help you increase the efficiency and effectiveness of your VoIP calls, as well as enhance the customer satisfaction and loyalty.

5 Dynamic routing

A fifth method of VoIP call routing is dynamic routing, which means that calls are routed to the destination that is determined by real-time data and conditions, rather than by predefined rules or criteria. For example, if a customer in Brazil calls your emergency number, they will be connected to an agent in your US office who is available and ready to assist, rather than to an agent in your Latin American office who is busy or offline. Dynamic routing can help you adapt to changing situations and demands, as well as optimize your VoIP call routing performance and outcomes.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?