How much call capacity does your business need?

Determining the call capacity needed by a business can be challenging due to various factors such as use case, risk appetite, and business recovery plans. The COVID-19 pandemic has further complicated this task. Businesses in communication or with dedicated telecoms engineers may have a better grasp of their needs, but others might rely on developers for managing communications. Key considerations when estimating call capacity include peak concurrent call requirements, traffic patterns and seasonality of the use case, resilience and business continuity requirements, willingness to scale capacity with peak calls, speed of provisioning new capacity, and flexible distribution of channels. Understanding these factors can help businesses accurately gauge their call capacity needs.