The Outbound Connect Rate Problem
Outbound contact centers are fighting a losing battle with outbound contact center connect rates — and most don’t realize the problem isn’t their dialer. Traditional telecom deployments treat all traffic equally, routing every call through a single, static path regardless of real-time performance, geographic destination, or carrier filtering behavior.
The impact is direct: lost revenue, wasted agent time, and mounting frustration with CCaaS implementations that simply can’t fix underlying telecom deliverability issues on their own. The dialer gets blamed. The carrier stays invisible. Nothing changes.
The Multi-Trunk Strategy: Dynamic Routing on Every Call
Instead of relying on a single path, Star Telecom provisions multiple redundant trunk routes — establishing our high-performance primary Star network alongside premium global networks — then uses intelligent dialing rules to choose the best route for every single call.
This isn’t a theoretical architecture. Using our BYOC SIP Connector for CCaaS, we deploy this multi-trunk approach directly within your Genesys Cloud CX environment. The result is a live, testable, adjustable routing layer that operates on a call-by-call basis — not a monthly carrier review.
| Telecom Strategy | Call Routing Logic | Connect Rate Optimization |
|---|---|---|
| Traditional Single Trunk | Static — all traffic flows through the same path regardless of performance. | None. Purely subject to bulk carrier filtering. |
| Star Telecom Multi-Trunk | Dynamic — routing selected per call using Genesys dialing rules. | Active A/B testing and carrier swapping for the highest possible answer rates. |
How Prefix-Based Routing Works Inside Genesys Cloud
When we provision SIP Trunking Services for a client, we configure multiple pathways simultaneously. One is designated as the default for standard traffic. Others are reserved for specific call types — international dialing, challenging state area codes, emergency routing — and activated through prefix tags applied to the dial string directly inside Genesys.
This means your operations team controls routing changes. Not IT. Not the carrier.
Using your Genesys outbound lists, we append specific prefixes to each dial string to dictate which telecom trunk a call takes. The decision happens at the individual call level — not the campaign level.
Route standard traffic through the primary Star trunk, then seamlessly redirect challenging state area codes to the premium network — simply by tagging the dial string with the appropriate prefix. No carrier tickets. No change windows.
Maintain complete routing control directly from your Genesys dialer rules. When an A/B test shows a trunk improvement, you implement it in real time — not on a carrier’s quarterly review cycle.
The Managed Service Difference
We don’t provision the trunks and walk away. Star Telecom operates as an active Managed Services Partner alongside your telemarketing and operations teams — running A/B tests, interpreting the data, and implementing routing changes in real time across both the Star Telecom platform and your Genesys configuration simultaneously.
When you discover that routing through a specific trunk yields a 3% improvement in pickup rates across certain jurisdictional zones, that change is live within your SLA window — not queued in a carrier support portal. At scale, a 3% increase in answer rates across millions of outbound minutes is a significant revenue driver.
We provide the data, the engineering collaboration, and the hands-on changes to truly optimize your dialing strategy — unlike bulk carriers who just sell minutes and move on.
Curious how connect rate improvements and optimized trunk fees impact your bottom line? Use our Interactive Telecom Cost Calculator to forecast your potential ROI — directly factoring in elevated outbound productivity and reduced cost-per-connect.
Stop Guessing. Start Connecting.
Genesys Cloud provides the best outbound dialing engine in the CCaaS industry. Star Telecom provides the high-performance fuel and the expert pit crew. A static single-trunk deployment leaves measurable revenue on the table every day — because the dialer can only work with what the telecom layer delivers.
Don’t let your telecom provider represent a black box in your architecture. Talk to our team about building a dynamic, data-driven outbound strategy that actually connects.
Star Telecom engineering will analyze your current traffic patterns and map out a bespoke multi-trunk architecture for higher answer rates. Learn more about our Genesys Cloud solutions →