Discover how our products can revolutionize the way you communicate and collaborate.


Explore our advanced voice solutions designed to optimize your communication workflows.

Diverse range of DID number solutions designed to enhance your communication capabilities.

Experience unparalleled communication efficiency with our advanced SIP Trunking Solutions.

Cutting-edge technology to proactively detect and neutralize spam flags on your DID Numbers.


Wherever your audience is, our platform ensures seamless messaging across diverse channels.

Build customer journeys by fostering interactive conversations, all within the framework of your app. 

Connect with your audience in a simple and effective way through our cutting-edge SMS platform. 


Harness the power of IDT as your chosen carrier while leveraging your platform’s advanced features and services.

Integrate Twilio with our robust carrier routing platform to achieve unparalleled Voice termination system.

Experience reliable and high-quality communication services while leveraging the advanced capabilities of Genesys. 

Integrate IDT with the collaborative strength of MS Teams, unlocking efficient and feature-rich communication. 

Experience the power of our carrier network seamlessly connected to Plivo through our cutting-edge BYOC solution. 


Experience the power of our online voice tools, designed to simplify communication management. 

Ensure the authenticity and integrity of outbound calls with our STIR/SHAKEN Verification Check tool. 

User-friendly tool to verify the reputation of your business number, ensuring that it remains trusted. 

Compare and gain insights into outbound call expenses, optimize budget, and make informed decisions. 

Easily estimate and compare the costs associated with different DID numbers providers. 

Compare inbound VoIP rates among top CPaaS providers and optimize your inbound call costs. 

Generate custom SMS templates. 


Empower yourself with the resources you need to thrive in the dynamic landscape of communication.

Articles covering a wide range of topics.

Get answers to common queries.

Find instructions to make the most of our products.

Discover telecom insights and trends.

Find definitions of popular telecom terms.

Explore how our solutions have helped businesses.

Latest telecom trends, innovations, and market insights.


A global telecom partner built to meet your needs. 

Discover the story behind our commitment to delivering innovative solutions to connect people and businesses worldwide. 

Learn about our robust network infrastructure that spans across the globe, ensuring reliable and secure connectivity. 

Got a question, feedback, or need assistance? Our dedicated team is here to help!

Find partners or sign up for partnership programs.

Learn / Blog

Building a Robust Call Center

|  4 min
Building a Robust Call Center
In this article

Creating a Robust, Collections Call Center in Chicago, IL

Call center benefits

Have you grown tired of your collections teams complaining about their collections quotas suffering due to poor Voice quality on the phone calls? Are you spending days waiting for your underlying voice carrier (ULC) to respond to your support tickets? Losing sleep over finding a reliable voice provider for your new contact center going live soon? 

Pat N. : Director – Collections at a Chicago, IL based debt collection company was suffering from all of the above. Pat didn’t know where the bottlenecks in his Voice infrastructure were. Tired of hypothesis on his own, Pat reached out to IDT’s Voice experts. 

Unfortunately, Pat is not the only executive losing money every minute due to Voice quality issues plaguing the unified communications systems. 

Using IDT’s BYOC program specially designed for debt collection agencies with a platform-agnostic approach, Pat is now in a state of nirvana. Pat now has embedded IDT in the asterisk open-source platform by leveraging IDT’s BYOC capabilities. 

“I couldn’t believe the length to which IDT’s team of SIP engineers helped me identify the root cause, and installed a proof of concept for us within the same day. From the moment we started routing calls to IDT, our collection rates started going up” was Pat’s response to our first meeting. 

How Pat’s company integrated with IDT’s BYOC debt collection Voice platform: 

Pat’s voice calling platform included an Asterisk open source gateway connected to Twilio via a SIP trunk. Outbound calls would route from the 350 remote agents to the PSTN via the IDT BYOC integration with Twilio. Inbound calls to the IDT provided DIDs would route to the Agent call queues via IDT BYOC integration as well. The BYOC solution gave Pat centralized manageability of their call routing + immediate cost saving on their call termination compared to using Twilio as the primary PSTN provider. 

“With IDT our first call collection rates have jumped by a phenomenal 35%, overall collection rates are at an all-time high, call durations are up by a good 1.5 minutes, and agent retention rate by 15%” says Pat smilingly.

“Simply put, that’s what IDT specializes in: local & global Voice termination, at high quality & low price and simplicity in integration”, Sid Bhutani VP – CPaaS Solutions


Under the authority of the Federal Communications Commission (FCC), the STIR/SHAKEN framework has been adopted to impose call authentication technology on Voice over Internet Protocol (VoIP) calls and business communications in North America. For its legal basis and with effect from June 30th, 2021, the TRACED Act requires voice service providers to implement the STIR/SHAKEN authentication framework on all IP networks. All telecommunications industry stakeholders in the IP space have been obliged to block unsigned calls as from September 2021. 

In essence, the STIR/SHAKEN legislation is intended as protection for consumers, by making it significantly more difficult for bad actors to employ call spoofing (making it appear that a call originating from one source actually comes from another) as a tactic to commit fraud. 

More broadly, the FCC STIR/SHAKEN mandate creates the USA standards that enable Communications Platform as a Service (CPaaS), Unified Communications as a Service (UCaaS), and Call/Contact Center as a Service (CCaaS) providers and end-users to verify that a call is really from the number shown on the Caller ID. 

How IDT Gives a Boost to Your Voice Infrastructure

  • IDT has direct interconnections with over 900 different termination providers around the world. We terminate over 33 billion minutes annually to over 170 countries. By routing your calls via IDT, we offer best available (in-country) termination routes. In-country carriers will deliver best call QoS, and support features including Caller-ID / DTMF etc. We also offer carrier redundancy when building our termination routes.
  • IDT has Data Centers in six countries (US, UK, Hong Kong, Brazil, Argentina, and Peru. The Data Centers are classified as Tier 3 facilities with fully redundant network, call-processing servers and dual power. We have direct internet peering with multiple providers at each location.
  • IDT offers virtual DIDs in over 50 countries and 300 cities. 

More about IDT 

IDT Corporation (IDT • NYSE) operates in the communications and payment industries in the United States and internationally. The company operates through two segments, Telecom & Payment Services, and net2phone. The Telecom & Payment Services segment offers national retail solutions, such as point of sale network; mobile top-up; and carrier services, as well as an international money remittance service and international long-distance calling service under the BOSS Revolution brand name. The net2phone segment provides Unified Communications as a Service, a cloud communications service for businesses; and cable telephony services under the net2phone brand name. 

Connect with our voice experts to learn more on how we can assist you in building an absolutely robust call center. 

Share this article

Leave a Reply

Your email address will not be published. Required fields are marked *


Meet our wholesale voice routing

Fulfill all your voice calling needs with our category leading wholesale A-Z Voice Termination.
Try IDT Express for a $25 Credit

Get $25 Free Trial Credit

Get IDT Express articles in your inbox

The best source of information in the telecom industry. Join us.

    Most Popular

    |  7 min
    Introduction to Toll-Free Forwarding In today’s fast-paced business landscape where...
    |  7 min
    Introduction to Caller ID Reputation Caller ID reputation is a...
    |  6 min
    The European Union’s General Data Protection Regulation (GDPR) has permanently...