Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




What SIP Trunking is and How it Can Save You Money - Plum Voice - Blog

What SIP Trunking is and How it Can Save You Money


Part of our Back to the Basics Series. See also: PSTN, VoIP, and Telephony.

SIP trunking sounds like something one does on a vacation in warm climes with at least one fruity drink in hand. In actuality it’s more akin to those employees at the airport do who wave big light sticks at airplanes. (Their job title is actually Aircraft Marshall or Signaler.)

Before going too far, a roadmap should help shed some light on what’s covered below. Read on for answers to questions like: What are SIP and SIP trunking? How does SIP trunking differ from PSTN calling? What are the advantages of SIP trunking?

What is SIP?

Before discussing what SIP trunking, it’s necessary to flesh out what SIP is. SIP stands for Session Initiation Protocol. In essence, SIP is a method signaling and managing communications.

Every group of friends has that one person who coordinates everything and is a master at getting everyone together. SIP is like that person, but instead of dealing with people it deals with IP-based applications, most notably voice, video, chat, and other multimedia communications.

SIP works by sending packets of information between SIP-enabled devices. There are two types of packets – signal and media. The signal packets establish and end a connection between two devices, which then allows for the exchange of media packets.

Of course, communications are dependent on both parties knowing where the other one is and an ability to understand what’s being said. SIP dictates both of these things by keeping track of device IP addresses, and laying down the rules for which codecs are appropriate for different session types so that all devices involved can process the media properly.

What is SIP trunking?

Whereas plain old SIP is like the aircraft marshal working one-on-one with a pilot on the tarmac, introducing the PBX makes SIP trunking more like the air traffic controller in the tower pushing tin between multiple planes at the same time.

SIP trunking is a VoIP-based media streaming service offered by Internet Telephony Service Providers (ITSP) that provides voice and unified communications to companies with a SIP-enabled private branch exchange (PBX). It basically puts all of a company’s IP-based communications tools in the same toolbox and lets anyone with access to that toolbox use them with each other.

How does SIP trunking work?

Like many things in telephony, the basic concept is pretty easy to grasp, but the actual inner-workings of SIP trunking can be extremely complicated. Staying true to form, this space will cover basic SIP trunking functionality, but suffice it to say this just scratches the surface of what SIP is capable of doing.

The difference between yesterday…

Suppose a company has an office in Los Angeles and another location in Philadelphia. The two offices are connected by a Wide Area Network (WAN) for their IP needs. Each office also has a dedicated PBX for telephone calls that connects to the rest of the PSTN along a Primary Rate Interface (PRI) trunk.

If a customer calls the company’s 800-number it rings the LA office. But say all the lines in LA are busy. What happens to the call? Most likely it gets a busy signal or sits in a call queue until it’s picked up. Which one depends on how many PRI trunks the company leased for its LA office, as each trunk only has 23 channels, or in layman’s terms, is capable of handling 23 concurrent calls. Regardless, whether it’s a busy signal or waiting on hold neither option is ideal for the customer.

If the company needs more channels (i.e. concurrent calls) they need to lease additional PRI trunks, potentially a very costly operating expense. These lines connect directly to a specific PBX so if a call needs to be re-routed it’s up to a person to physically transfer the call.

…and today.

In a SIP trunking world those PRI trunks are eliminated. Instead, the PSTN connects directly to a router with Multiprotocol Label Switching (MPLS) capabilities that resides on the company’s WAN. As “multiprotocol” suggests, MPLS can handle a variety of different protocols, including SIP.

Also, remember that 23 concurrent call threshold a PRI trunk has? Well SIP trunking doesn’t abide by a fixed number of channels. Instead, the number of concurrent calls depends on available bandwidth. Using compression can make SIP trunking even more bandwidth efficient, too.

Now, replay that same call scenario with SIP trunking. The call moves from the PSTN directly to the company’s MPLS on its WAN network. Using SIP, the router sees that all of the lines in LA are down due to rolling blackouts, but finds an available one in Philadelphia and automatically re-directs the call there. The caller connects with someone right away, creating a better customer experience.

Benefits of SIP trunking

One of the most notable benefits to utilizing SIP trunking is that it typically corresponds to a sizable cost reduction. Eliminating the cost of leased PRI lines is much greater than paying for an uptick in bandwidth. Further, as SIP trunking service fees continue to decline, companies should sustain cost savings in the long-term. It’s not unheard of for a company to halve their telephony costs by switching to SIP trunking.

The bandwidth-to-available-channels relationship means that SIP trunking scales easily, unlike legacy systems. Also, given the fact that SIP trunking consolidates a company’s voice technology at the enterprise level, the need to allocate resources by location exits stage left too. This makes it easier to compensate for call spikes, whether anticipated or not.

As the example above also illustrates, SIP trunking has built in disaster relief capabilities because it can detect which lines are available throughout the entire network and dynamically route calls to available lines.

Because SIP trunking combines voice and data on the same lines and plays nice with unified communications, which typically includes voice, video, instant messaging, and even applications for web conferencing and real-time collaboration, companies can get a lot more use out of the technology than just cheaper phone calls.

The IP-based nature of SIP trunking makes collaboration across multiple locations or with mobile devices easier. This doesn’t have to be limited to two people either, with SIP and unified communications multiple parties in separate locations can talk, web conference, or share screens in real-time. This creates a more flexible, efficient workforce.

What you need for a solid IVR foundation


Publish Date: September 29, 2015 5:00 AM

2020 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

View more from Plum Voice

Recent Blog Posts:
Bring Your Own Telecom: Is it Worth Doing?July 26, 2018 5:00 AM
Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service ProvidersJuly 12, 2018 5:00 AM
What You Need to Know about Poor Call QualityJune 7, 2018 5:00 AM
Fairly Allocate Call Transfers to Multiple Contact CentersMay 17, 2018 5:00 AM
Making Natural Language Processing Feasible with Artificial IntelligenceFebruary 8, 2018 5:00 AM
Outsourcing or DIY? Find the Right IVR Development ApproachNovember 30, 2017 5:00 AM
IVR That Saves $5M per MonthNovember 16, 2017 5:00 AM
The Limitations of Speech Rec & How to Combat ThemNovember 2, 2017 5:00 AM
Why Not All IVR Software Is Created EqualOctober 17, 2017 5:00 AM
How to Get More From Your IVR with Artificial IntelligenceSeptember 28, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =