Switching VoIP providers feels like a big decision — because it is. The wrong choice costs you dropped calls, frustrated customers, and wasted budget. The right questions make the decision much easier.
1. What is your guaranteed uptime and do you have SLA in writing?
Anything below 99.5% is a risk. A provider without a written SLA doesn’t have confidence in their own network.
2. Can I test before I commit?
Any serious provider will let you run a trial with real traffic. If they won’t — ask why.
3. How fast does support respond at 2am on Sunday?
Test this before signing. Send a message outside business hours and see what happens.
4. What is the ASR on routes I need?
Ask specifically about the countries and regions where you’ll make the most calls. A 55% ASR isn’t the same as 75%.
5. Do you have backup routing?
If the primary route goes down, does your traffic automatically switch? Or does someone need to manually intervene?
6. What integrations do you support?
Bitrix24, AmoCRM, HubSpot, Zoho — ask specifically, not generally. «We support CRM integration» means nothing without details.
7. What happens if I need to scale quickly?
Can you add 50 channels by tomorrow morning? The answer tells you a lot about the infrastructure behind the service.
The provider who answers all seven clearly — without deflecting — is worth talking to further.
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