DIRECT CALLS EFFORTLESSLY

Build a scalable, custom call routing system

A call routing system built on Sinch’s Voice API lets you automatically direct inbound and outbound calls to the right endpoint—phone, SIP, or in-app—improving efficiency and customer experience.

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Join over 150,000 businesses, including 8 of the 10 largest tech companies in the world

STREAMLINE EVERY CALL

Design call flows that make every customer interaction smoother

Create precise, data-driven call routing logic on an easy-to-use platform that scales globally and makes every customer interaction better. 

Build complex flows

Set up multistep, conditional call paths that match how your business works, with no manual switching needed.

Connect every channel

Bridge PSTN, SIP, and in-app calling so customers reach agents directly, no matter their starting point.

Elevate interactions

Use IVR and data-based logic to cut down on wait times, route calls intelligently, and resolve issues in a snap.
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EFFICIENCY & AUTOMATION

Automate routine calls and free up resources

A call routing system built on Sinch’s Voice API uses SVAML and webhooks to automate repetitive tasks, so your teams spend less time on manual call handling.

  • Trigger actions with real-time webhooks

  • Use data to adjust routes instantly

  • Lower overhead with self-service IVRs

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CUSTOMER EXPERIENCE

Deliver faster, more personalized voice support

Route calls by customer data, time of day, or agent skills to boost first-contact resolution and satisfaction.

  • Skill-based and data-driven routing

  • Personalized greetings with text-to-speech (TTS)

  • Fewer transfers and shorter wait times

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GROWTH & RELIABILITY

Scale confidently on an enterprise-grade network

Handle high call volumes with over 99.95% availability and phone numbers in over 70 countries, supported by a global cloud infrastructure.

  • Five AWS regions for resilience

  • ISO 27001 & GDPR compliance 

  • Pay-as-you-go, usage-based pricing  

CALL ROUTING IN ACTION

Where flexible call routing shines

Contact centers 

Direct callers to the right agent based on skills, availability, or history to improve first-call resolution.

In-app customer support

Allow users to connect with support from within your app, bridging in-app voice to traditional phone lines.

Last-mile delivery

Connect drivers and customers for real-time updates while keeping personal numbers private with temporary call bridges.

Automated voice alerts

Send critical notifications via automated calls to confirm delivery of essential information.

POWERFUL FEATURES

Everything you need to control every call

Programmable call control

Use SVAML scripts to make rules for call behavior, branching logic, and actions in real time. 


Multi-endpoint connectivity

Bridge PSTN, SIP, and in-app endpoints for communications all under one roof.

Webhook & event handling

Get updates on live events to adjust routing instantly and sync call data with your systems.

Interactive voice response (IVR)

Build menu trees to guide callers quickly to the right resource and get input. 


Call queuing

Manage high volumes with intelligent queues that reduce abandonment and improve experience.

Conference calling

Join multiple parties in one call for collaborative support or team discussions.

Text-to-speech (TTS)

Convert text into natural-sounding speech in over 115 languages and locales for dynamic prompts.

Call recording & transcription 

Capture, store, and transcribe calls for quality assurance and compliance. 

Call routing system FAQs

A call routing system automatically directs incoming and outgoing calls to the correct endpoint—such as a phone, SIP, or in-app destination—based on programmable logic.

You can use SVAML scripts and webhooks to define and manage call logic in real time as each call is initiated or received. 

Calls can be routed to PSTN numbers, SIP endpoints, or in-app destinations, providing connectivity across all channels. 

Yes, you can bridge in-app voice to the PSTN so users can make and receive calls without leaving your application. 

You need a Sinch account, a provisioned phone number, a server to handle webhooks, and (for in-app calls) the Sinch SDKs. 

Build the perfect call routing system. Get in touch today.