Middle East Voice Termination Solution

Client Background

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.

Challenges Before Deployment

The provider was routing Middle East traffic through generic international transit routes, resulting in inconsistent quality, poor CLI pass-through rates, and ASR levels below their business requirements. The Middle East market is known for stringent carrier requirements and limited direct-route availability.

Key pain points included:

• Low ASR: Transit-based routing resulted in answer rates well below 60%, with significant variation by destination network and time of day.
• Poor CLI pass-through: Caller ID was frequently stripped or displayed as unknown, reducing answer rates for their end customers.
• Variable voice quality: MOS scores fluctuated between 2.5 and 3.8 depending on routing path, causing complaints from enterprise clients.
• Limited carrier access: Direct-carrier relationships in the Middle East were difficult to establish, forcing reliance on multi-hop transit routes.
• No real-time monitoring: Quality issues were discovered only after client complaints, with no proactive metrics tracking in place.

Solution

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.

The solution included:

• Direct-carrier routes to UAE, Saudi Arabia, and Qatar, eliminating multi-hop transit and ensuring premium voice quality.
• CLI pass-through ensuring caller ID presentation on terminated calls, critical for enterprise communication use cases.
• A-Z termination service providing comprehensive coverage across all three markets with consistent quality standards.
• Real-time voice quality monitoring including MOS scoring, ASR/ACD tracking, and SIP response code analysis.
• Dynamic route optimization automatically adjusting routing based on real-time quality metrics to maintain performance targets.

Technical Architecture

Key Metrics

Measurement Scope

ASR = answered calls / call attempts x 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.

Client Feedback

"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."