What to look for in a voice provider

You’ll Learn:
  • How reliability and uptime are just as important as voice quality
  • Why network ownership is easily the most important thing to consider
  • Why is scale—global or national—a major defining factor in this decision

Trying to pick a voice provider can be overwhelming. Especially as enterprises grow bigger across functions and geographies. You often get stuck with a complex comms ecosystem before asking: Which voice provider can help you scale faster? Who can stick with you and your needs through the growth journey? Who can lean in on their roadmap to accelerate your growth meaningfully? And more.

With so many to choose from, it can be difficult to know what makes a good provider. So, we’ve put together a list of characteristics that help identify if a voice provider is reliable for your growth plans.

What to look for in a voice provider

You may have met voice providers of all sizes and shapes. How do you know which one is ready for your growth plans, not just today, but also for the future? Can you count on them as a partner, not just a vendor? Can you expect them to lean in on their roadmap for you?

It can be difficult to identify a voice provider like that. Here are some tells of such partners:

Call quality

Dropped calls and disturbed audio can leave a lot to be desired with your voice experience. Watch out for network aggregation and check how the provider tracks call quality.


Whether you’re in the process of growing or have already scaled, finding a provider that can handle your speed of scaling, today and in the future, can save you a lot of headaches. Be sure to find a voice provider who can stand up your comms in new markets quickly with the network, reliability, and resiliency that your business demands and can continue doing so.

Coverage footprint

If you are expanding geographically, pick a provider with whom you can consolidate coverage and gain efficiencies. Worldwide PSTN replacement and national operator status can minimize the complexity of juggling multiple vendors.

Reliability & uptime

Quality voice calling is important, but just as important is the reliability of the network’s connections. Find a provider with high uptimes (ideally over 99.99%) and a redundant, high-availability architecture to ensure that you’re not paying for services that aren’t available.


Money talks. Different providers offer different pricing structures. Whether it’s flat rate or metered, by the minute or 6-second increments, choose a voice provider with an optimized price structure that fits your needs and calling habits.

Expertise & support

Getting your network questions answered quickly can be tricky. Look for a voice provider

  • whose specialized experts can be reached quickly
  • who can not just support but also anticipate and solve problems you hadn’t expected
  • who will prioritize your questions–from operational to regulatory