Global Customer Support Hotline Solution

Client Background

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, enabling local users to reach their contact center by dialing a domestic number.

Challenges Before Deployment

The company was expanding into Singapore, Malaysia, the Philippines, Thailand, Indonesia, the UAE, Saudi Arabia, and the UK. Their existing setup required users to call international numbers or use VoIP apps, creating friction and reducing customer satisfaction.

Key pain points included:

• No local presence: Customers in each country had to dial international numbers, resulting in high call costs and low willingness to call support.
• Fragmented infrastructure: Managing separate phone lines and telecom providers in each country created operational overhead and inconsistent service quality.
• Scalability limits: Adding new country hotlines required significant lead time and vendor coordination.
• No unified management: Call routing, IVR configuration, and reporting were handled separately per country, making it difficult to maintain service standards globally.

Solution

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.

The solution included:

• Local DID numbers in Singapore, Malaysia, the Philippines, Thailand, Indonesia, the UAE, Saudi Arabia, and the UK, giving each market a domestic access number.
• Single SIP trunk carrying all inbound traffic from eight countries into one cloud PBX, simplifying architecture and management.
• Unified IVR and routing allowing consistent customer experience across all markets with market-specific greetings and queue routing.
• 24/7 network monitoring with automatic primary/backup route switching to maintain 99.99% availability.
• End-to-end latency optimization through strategically placed POP nodes in Hong Kong and Singapore.

Technical Architecture

Key Metrics

Measurement Scope

End-to-end latency = one-way RTP delay from user dial to PBX ring, median value; availability SLA = (total time minus downtime) / total time x 100%, measured over 90 consecutive days.

Client Feedback

"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."