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“In our business, we have to connect with customers every time. That’s why we integrated thinQ into Twilio. Now we’re sending our calls over all 5 toll-free carriers and saving 48% a month on our toll-free operations. Your platform automates these savings, and gives us the tools we need to deliver maximum uptime.”
Contact Center Manager
Insurance Company Spokesperson

For a Fortune 500 insurance company, connecting thinQ to Twilio automates 48% in monthly toll-free savings and reduces downtime. All with a single code change that instantly routes their calls through thinQ’s LCR platform, powered by 5 high-quality toll-free carriers, with full routing control to mitigate outages in real-time.

OPPORTUNITIES

  • Twilio lacks carrier visibility, routing control and flexibility
  • Inability to route calls across multiple toll-free carriers at the best price
  • No tools to solve common call quality issues & mitigate downtime
  • Slow to respond to support issues

SOLUTION

  • Connect thinQ’s Toll-Free Least Cost Routing engine to automate savings
  • Route calls across all 5 high-quality carriers with full control & disaster recovery
  • Purchase, port-in, and provision toll-free numbers quickly and painlessly

OUTCOMES

  • Lower toll-free costs by 48%
  • Self-manage disaster recovery to improve up-time
  • Live support team available via Slack, phone, email

GOAL:
Upgrade Twilio to Save on Toll-Free

As call volumes rise, so do Twilio’s costs. The insurer discovered that adding additional capacity for more calls per second was cost-prohibitive, as was the base rate for toll-free calls. With a keen eye on reducing their costs, the company started evaluating “bring your own carrier” alternatives that seamlessly integrated with their existing code.

Toll-Free Savings Calculator
 

SOLUTION:
thinQ Connects with Twilio to Reduce Costs & More

“Twilio’s voice API is incredible. What it’s missing is a more robust carrier layer. It’s a black box. We were unable to control the cost or routing of our calls, and we were hitting up against our CPS maximums. thinQ was the answer.”

That’s when they found thinQ’s Toll-Free Least Cost Routing engine. With one simple code change in Twilio, the contact center’s operations team instantly added 5 high-quality toll-free carriers, unlocking a fully-redundant solution to mitigate outages, as well as deliver 48% in savings every month.

thinQ allows the insurer to act as their own RespOrg, making it easy to purchase new toll-free numbers to make their life easier with simultaneous activation across all 5 toll-free carriers. Porting in and managing their existing numbers was simple as well, powered by our platform and APIs. The entire DID purchase, port-in, and provisioning process was painless, with automated alerts along the way.

thinQ makes it easy to pull detailed reporting and SIP ladders to research call quality issues. What used to start with filing a Twilio support ticket and waiting days for a response now takes minutes to identify trouble spots, turn carriers on and off, and more. This greatly enhances any Twilio stack, adding the missing multi-carrier solution that developers have been asking for since its launch.

thinQ’s powerful LCR technology optimizes outbound and inbound call routing in real time, reducing costs by 30-50% or more for Twilio, Nexmo, and Plivo users. Six-second rounding boosts performance further, saving up to 75% on each call.

With direct access to thinQ’s network operations specialists via Slack, email, and phone, the insurer’s setup, configuration, testing, and launch took several days instead of weeks. When questions or needs arise, the thinQ team responds instantly to ensure that calls are being handled effectively at scale, day in and day out.

 

Download Insurance Case Study (PDF)