If you're considering a new vendor for Voice services, a tricky part of your decision is migration. Not only do you need to figure out who your new service provider will be, but how you will switch your systems over to working with them. TeleSign recommends that you include thinking about the migration up front to make sure you find the best match.
To get started, map out why you chose your current vendor in the first place. Was it simplicity? Tons of features? The price? Create a bullet list detailing what got you using the vendor you use today. The next step is to create a bulleted list detailing what you don't like about your vendor. When you have both your lists, arrange each one to prioritize them so the most important items come first. With this in hand, you can start researching what's out there. For each vendor you investigate, try to make the same pro and con bullet lists, but focus the lists around whether or not what's offered by the vendor will solve the problems you have with your current vendor.
Common issues that might get you looking at other options include:
Let's dig into each.
For pricing, you want the cheapest rate without sacrificing quality. Look for vendors that offer trusted routes and have their own carriers. Any time a vendor has their own carrier for their calls they can offer you much better rates.
And speaking of quality, consider the issues you are having with your current solution. Are you having issues with jitter, the “breaking up” of communications or audible delays during phone calls? When there is too much jitter during a call, the audio cuts in and out and becomes choppy, impacting the call experience. You may also be experiencing voice call delays, referred to as latency, which slow down conversations and cause the dreaded “talk over” effect where one speaker interrupts the other unknowingly. Latency issues also cause echoes making it hard for the listener to distinguish between spoken words.Are you able to enforce carrier SLAs and troubleshoot quality issues with your current vendor?
With ease of implementation, the goal is something you can set up without a lot of hassle. Look for vendors that offer solutions that include:
Good documentation makes it easier to figure out set up. SDKs and sample code make getting started a snap by doing some of the harder parts of the coding for you. And if a vendor offers basic authentication for their APIs, that's easier to implement than other options.
Support is key. We've all gotten stuck implementing or installing something and that's a bad feeling. When it happens, you want your questions answered right away. Look for companies that offer you choices. A vendor that offers options like emailing or calling for help alongside a knowledge base and documentation is best. The more options you have to solve your problem, the more likely it is you'll get it solved fast.
Features and growth go hand in hand and are important when assessing a vendor. You want to make sure you at least have feature parity, so you don't lose anything if you choose to migrate. You'll also want to know that the vendor you choose is thinking about what features to add next, and that their products are always growing and improving.
Once you narrow down vendors to a few you want, map out what you are doing with your current APIs and make sure those use cases are available in the APIs you want to move to. You might start high level with a use case like ‘Make an outgoing call' and then add more detail. If you have a particular flow you use, write out the flow. See if you can recreate the flow from what you find in the new vendor's APIs.Sometimes this can be challenging, so in that case you may want to search the vendor's content to see if they have migration guides for popular use cases. You can search the guides for basic code samples for simple implementations of the features you need for your flow.
When you are able to map what you have from your current vendor's APIs to your new options, it's time to choose a vendor and start migrating. This will go more smoothly because you took the time to map from your existing vendor's technology to your new vendor.Some reasons you might choose TeleSign as your new vendor:
Make the choice to lower your Voice API costs with a vendor that provides higher quality on calling throughout the world. Contact us today!