Southeast Asia Outbound Call Center Voice Solution
Industry: Cross-border E-commerce
A cross-border e-commerce company was conducting outbound customer acquisition campaigns targeting the Philippines, Thailand, Vietnam, and Indonesia. Their original approach used Chinese domestic numbers to call Southeast Asian users directly, resulting in low connection rates and inconsistent call quality that severely impacted acquisition efficiency.
Cainiao Voice deployed a SIP trunking solution for the company, configuring local DID numbers in the Philippines, Thailand, Vietnam, and Indonesia as outbound caller IDs. Local caller display increased user willingness to answer, while integration with a predictive dialer enabled efficient outbound calling. Real-time ASR monitoring was also deployed to track call quality.
ASR = answered calls / call attempts × 100%, measured over 30 consecutive operating days; connection rate increase = ASR with local DID − ASR with international caller ID; concurrent channels = peak sustained capacity.
"After switching to local numbers, our connection rates improved significantly. Managing outbound operations across four countries through a single SIP trunk has greatly increased our operational efficiency. Cainiao Voice's line quality is stable and their technical support is very responsive."
View Full Case Study →Global Customer Hotline Solution
Industry: Internet & Technology
An internet company expanding rapidly across Southeast Asia and the Middle East needed to establish local customer service hotline numbers in eight countries — Singapore, Malaysia, the Philippines, Thailand, Indonesia, the UAE, Saudi Arabia, and the UK — enabling local users to reach their contact center by dialing a domestic number.
Cainiao Voice provided local DID numbers across all eight countries, unified through a single SIP trunk connected to the customer's cloud PBX platform. All inbound customer calls from every country were routed to the same contact center, enabling globally unified customer service management. 24/7 network monitoring and automatic primary/backup route switching ensured uninterrupted service.
End-to-end latency = one-way RTP delay from user dial to PBX ring, median value; availability SLA = (total time − downtime) / total time × 100%, measured over 90 consecutive days.
"Connecting local numbers from eight countries through a single SIP trunk has greatly simplified our communications architecture. Users pay very little to call a local number, and customer satisfaction has increased noticeably. The lines have been extremely stable since going live."
View Full Case Study →Southeast Asia Voice OTP & Notification Solution
Industry: Financial Technology
A fintech company operating across multiple Southeast Asian countries needed voice OTP (one-time password) and voice notification services for user registration, transaction verification, and security alerts. This scenario demanded extremely high delivery speed and delivery rates, with support for high-concurrency call volumes.
Cainiao Voice provisioned a high-concurrency dedicated SIP trunk with TTS (text-to-speech) system integration and premium routes optimized for each Southeast Asian country. Routing strategies were tailored to OTP traffic patterns, ensuring minimal PDD (post-dial delay) and rapid delivery.
PDD = delay from SIP INVITE to 180 Ringing, median value; delivery time = total elapsed time from API call to endpoint ring; delivery rate = successful ring attempts / API calls × 100%, measured over 30 consecutive operating days.
"OTP delivery is fast and the user experience is excellent. Lines remain stable even under high concurrency, with delivery rates consistently above 99%, meeting the stringent requirements of our financial business for security verification."
View Full Case Study →Middle East Voice Termination Solution
Industry: Enterprise Communications
A communications service provider needed high-quality international voice termination services for the UAE, Saudi Arabia, and Qatar. The customer had strict requirements for call quality, CLI (Caller Line Identification) presentation, and ASR metrics, and required direct-carrier premium routes.
Cainiao Voice provided direct-carrier routes across all three Middle Eastern countries, ensuring CLI pass-through and high-quality voice termination. A-Z termination services were deployed with real-time voice quality monitoring (MOS scoring, ASR/ACD metrics) and dynamic route optimization to maintain consistently stable call quality.
ASR = answered calls / call attempts × 100%; ACD = total conversation time / answered calls, median value; MOS = voice quality score per ITU-T P.863 (POLQA), 1.0–5.0 scale. Measured over 60 consecutive operating days.
"The voice quality through direct-carrier routes is stable and reliable, and the CLI pass-through rate meets our business requirements. MOS scores consistently stay above 4.0, delivering excellent performance for voice termination services in the Middle East market."
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