Note (May 1st): We are no longer accepting Skype port-ins. Due to the May 5th cutoff date, porting requests will be rejected. Instead, clients can purchase a new phone number to replace their old Skype number.
In a major shift in business communication, Microsoft has announced that Skype will be shutting down in May 2025. For businesses relying on Skype phone numbers to manage customer interactions and make international calls, this raises an urgent question:
What happens to your number and how can you transition to a new provider without losing service?
At Global Call Forwarding, we offer a seamless Skype replacement solution for businesses. If you’re concerned about losing your Skype number, need a new number in a different country, or want to maintain your international calling capabilities, we’ve got you covered.
What’s Happening with Skype?
Skype has long been a popular choice for businesses looking for cost-effective international calling and virtual phone numbers in select countries. However, Microsoft is officially discontinuing Skype in May 2025, meaning:
Businesses that purchased a Skype number will need to port it to another provider to keep it active.
Users who registered their existing phone numbers with Skype for international calling will require a new international calling service.
Users who relied on Skype for business communication will need to transition to a new cloud phone provider.
Can You Port Your Skype Number?
As of Skype’s shutdown in 2025, Skype numbers are no longer portable. This means that if your business was using a Skype number, you will need to obtain a new virtual phone number from a telecom provider like Global Call Forwarding.
While Skype’s number coverage was limited to about 25 countries, Global Call Forwarding offers local, toll-free, and international phone number coverage in over 160 countries—making it easier to replace and upgrade your communication setup.
Get new numbers in your desired country.
Maintain local presence with local caller IDs.
Access advanced features like call recording, IVR, outbound calling, and CRM integrations.
How to Get International Calling
Many Skype users didn’t buy phone numbers through the platform but instead registered their existing phone numbers with Skype to make international calls. After verification via OTP, they were able to place calls with their registered Caller ID. However, this functionality will be discontinued.
Thankfully, with Global Call Forwarding, you can still make international business calls—and with added benefits:
1. Buy a virtual number from us in the country of your choice.
2. Route inbound calls to any device or location.
3. Enable Outbound Calling to place international calls using your business number as the Caller ID.
4. Access and download your monthly invoices in the Billing section of the control panel.
Our service provides a more reliable, business-grade alternative to Skype, with greater global coverage and professional call management features.
How to Replace Your Skype Number?
Since Skype numbers are no longer portable, you will need to purchase a new virtual phone number. Follow the below steps to get new virtual phone numbers with Global Call Forwarding:
On the left, select the country of the number you want (United States, Canada, etc).
Select the number type (toll free, geographic, mobile).
Select the prefix or area code (as relevant).
On the right, enter the phone number or VoIP/SIP address you would like incoming calls to be forwarded to.
Select your phone plan based on monthly minutes included.
On the next screen, add Outbound Calling, if you want to make calls with this number.
Submit your request.
Once we receive your application and documents, we will start working on activating your phone numbers.
Note: Our services are not available for TFA verification purposes.
Switching to Global Call Forwarding
If your business has been using Skype numbers or Skype for international calls, now is the time to transition to a more reliable, feature-rich provider.
With Global Call Forwarding, you can:
Expand your reach with local, toll-free, and international numbers in 160+ countries.
The ability to gauge emotions and pick up on the unsaid dynamics of a conversation is an important skill in business. A conveying handshake, a confident gaze, or a subtle shift in tone can speak volumes in a business conversation. But what happens when those interactions move to a digital space?
Closing a critical deal or resolving a frustrating customer issue is challenging enough while dealing face-to-face. Now imagine trying to achieve the same outcome without the benefit of seeing their reactions, hearing their tone, or reading their body language
Understanding intent and emotion has been challenging now as business conversations happen over calls, emails, and chats.
Call sentiment analysis is crucial for business and a key mechanism in enhancing customer experience, proactive issue resolution, data-driven decision-making, and competitive advantage. This tool can overcome the digital gap and provides insightful information on your customers’ feelings, which is even more accurate than in-person conversations.
Let’s discover how call sentimental analysis can help you make your digital chats more efficient.
What is Call Sentiment Analysis?
Call sentiment analysis evaluates customer feedback to determine opinions, emotions, and views regarding product lines, services, brands, marketing campaigns, and any other business matters. By leveraging natural language processing and artificial intelligence, call sentiment analysis provides valuable insights into customer emotions.
Businesses can better understand the quality of phone interactions by using this feature to assess the overall sentiment or mood of a business call and categorize the sentiment as positive, neutral, or negative.
Use this feature to understand customer emotions, identify areas for improvement, and make data-driven decisions that improve conversations and drive proactive sales and support efforts.
For example, organizations can contact disappointed customers directly and improve their offerings by monitoring customers’ opinions about the businesses and products or services.
With Global Call Forwarding, call sentiment analysis is seamlessly integrated into our AI Call Insights, offering businesses comprehensive insights into customer conversations.
How Does Sentiment Analysis Work?
Sentiment analysis uses artificial intelligence (AI) and large language models (LLMs) to analyze call transcripts. It then provides a clear sentiment ranking (positive, negative, or neutral), giving businesses valuable insights into call handling and customer reactions.
Here’s how sentiments are analyzed with Global Call Forwarding:
1. Call Recording
Firstly, the process of sentiment analysis starts with securely recording every incoming and outgoing call, and then the entire conversation is saved.
2. Process of Converting Call into Transcription
Next, our AI converts these calls into transcripts and thoroughly evaluates and analyzes the context and content of the discussion.
3. AI Analysis Using LLMs
The AI then uses LLM technology to analyze the conversation’s flow, tone, word choice, and discussion.
4. Sentiment Evaluation and Ranking
A sentiment ranking, such as “Mostly positive,” “Slightly positive,” “Neutral,” “Slightly negative,” and “Mostly negative” is generated from the analysis results to measure the sentiment.
5. Post-Call Reporting
After the call, sentiments are available on your control panel’s AI Insights dashboard. These sentiments are based on textual analysis of customer conversations and call transcription.
Businesses use this data to pinpoint areas for improvement in their communication tactics, enhance customer service, and gain a deeper understanding of customer emotions. For example, you can quickly identify and examine calls that require more attention. For instance, you can explore calls with “mostly positive” ratings to see what the customers liked and then those with “mostly negative” ratings to see what went wrong.
How Sales & Support Teams Can Use Sentiment Trends
By understanding sentiment trends, sales and support managers may improve team strategies, enhance customer experiences, and achieve more favorable outcomes. Managers can gain important insights by examining sentiment data to improve overall performance and call effectiveness.
Let’s explore how sales and support teams can use sentiment trends:
1. Gauge the Success of Sales and Support Calls
Identifying whether calls are heading toward success is essential for improving sales and supporting team performance. Sentiment analysis gives managers a clear picture of call outcomes, enabling them to determine which conversations achieved their business goals and which did not.
2. Analyze Why Calls Succeed or Fail
Support teams can dig deeper by examining call recordings and transcripts and researching the “why” behind call sentiment results. While unsuccessful calls highlight areas that require improvement, such as tone and handling objections, successful calls can be analyzed to uncover best practices.
3. Use Failed Calls as Training Opportunities
You can use calls marked with negative sentiments to teach team members how to handle difficult conversations and situations. Review recordings of these calls to identify opportunities for improving the quality of the service, building a faithful relationship with customers.
4. Monitor Team and Agent Performance
Sentiment data offers a quick overview assessment of team and individual performance. Whether you want to see individual agent performance or broader department or phone line activity, you can use phone tags and filters to narrow down call reports.
Managers can use these features together to nurture a culture of continuous development by highlighting underperforming team members, recognizing top performers, and rewarding excellence.
5. Encourage Proactive Issue Resolution
Bad calls don’t always have to have negative consequences. Managers can proactively handle critical issues, providing prompt solutions and preserving customer relationships by quickly recognizing negative sentiment.
6. Leverage Successful Calls for Upselling Opportunities
Positive sentiment immediately indicates customer satisfaction and engagement with your products or services. You can use these calls to explore cross-selling or upselling opportunities by offering more products or services that align with the needs of your target market.
7. Refine Sales and Support Strategies
Sentiment analysis can also help fine-tune your support and sales strategies by giving you a better read on customer emotions and feedback. For instance, sales teams can create more persuasive pitches by recognizing typical objections or pain areas, and support teams can modify their responses to better address customer issues.
8. Create a Feedback Loop for Ongoing Improvement
To establish a feedback loop, share and discuss sentiment trends with your team regularly. You can talk about what is effective, what needs improvement, and how data-driven initiatives are changing among your sales and support team. This openness keeps everyone aligned with company objectives and promotes a cooperative atmosphere.
This way, sales and support teams can turn call data into workable plans by methodically examining sentiment trends. This ensures ongoing development, improved customer relationships, and business growth.
Tired of Missed Customer Opportunities? GCF Can Help
Global Call Forwarding offers real-time sentiment insights from each call. With advanced AI VoIP capabilities, our AI Call Insights features—including our Sentiment Analysis, Call Transcripts, and Call Summary—are designed to meet the demands of businesses.
Our AI features help managers and agents stay on top of every call by filtering conversations across phone lines and teams. With sentiment analysis, they can pinpoint problematic calls, quickly review key details through summaries, and investigate deeply with transcripts and recordings. This enables smarter decision-making, improving customer satisfaction and boosting overall efficiency in sales and support.
Want to give sentiment analysis a test-drive? Please speak with our representatives and get in touch with us. Call us at +1 (561) 908-6171!
The rise of VoIP technology has improved global communication, offering businesses and consumers a flexible and cost-effective way to stay connected. However, as VoIP gained traction, it also opened the door to new challenges—chief among them being caller ID spoofing.
Fraudsters exploited VoIP’s flexibility, using international calling capabilities and fake local caller IDs to spam and defraud people. In response, telecom authorities in various countries began clamping down on fraudulent telephony activities, implementing stricter measures and regulatory requirements to protect consumers and the integrity of their networks.
The Challenge: Calls Being Blocked or Mutated
So, what is happening?
Countries like Singapore, Malaysia, China, Taiwan, Germany, Poland, Czech Republic and Australia, among others, have taken decisive steps to curb the misuse of local caller IDs.
To reduce such instances, telecom authorities stopped allowing calls from international networks to come into the country with a local in-country caller ID.
This means that people and businesses using VoIP to call into these countries were facing a major issue:
a) Their calls were being blocked if they tried to use a local in-country caller ID or
b) The caller ID was altered or mutated.
This means that businesses relying solely on traditional VoIP methods can face significant obstacles when trying to reach customers or partners in these regions. The intended trust and convenience of a local number are lost, potentially affecting communication, customer experience, and even business credibility.
The Solution: Local Termination and Local 2-Way Voice
Fortunately, there is a solution to these challenges: Local Termination (also known as our Local 2-Way Voice solution). With increasing restrictions on the use of international routes for domestic calls, the Local 2-Way Voice solution ensures regulatory compliance by leveraging local in-country carrier routes to terminate calls, aligning with the latest global telecom regulations. These technologies ensure that your outbound calls appear with a genuine, local caller ID—exactly as intended.
In other words, you can place calls to customers in these countries without the risk of being blocked), as well as display a guaranteed local in-country caller ID.
This approach not only bypasses the stringent restrictions imposed by telecom authorities but also preserves call quality and reliability. With Local 2-Way Voice, businesses can manage both inbound and outbound communications seamlessly, ensuring a consistent and trustworthy calling experience that is crucial for customer engagement and operational efficiency.
Call Reliably with Local 2-Way Voice
As the international telephony landscape evolves, ensuring authentic and reliable phone service becomes more critical than ever.
As a provider of international phone numbers, we at Global Call Forwarding understand the importance of maintaining clear and uninterrupted international communication. Our Local Termination and Local 2-Way Voice solutions are designed to help your business overcome these regulatory hurdles, allowing you to present a credible local presence in markets that matter most.
Want to learn more about our Local 2-Way Voice solution? Chat with us online or call us at +1 (561) 908-6171. We’re here to help!
The United Arab Emirates (UAE) is renowned as a global and regional business hub, attracting companies with its favorable time zone, strategic location, and competitive corporate tax advantages.
Many businesses choose to establish themselves in the UAE to tap into international markets and expand their global footprint. On the other hand, many businesses in the UAE rely heavily on international commerce.
However, while the region offers significant opportunities for growth and global trade, it also presents unique challenges when it comes to international communication.
So how do local UAE businesses communicate with customers and business partners in other countries over the phone?
UAE International Calling Restrictions
One of the major hurdles facing businesses in the UAE is the heavy restriction on VoIP services, limited to a few applications like WhatsApp. This makes it extremely difficult for companies to call international numbers using traditional VoIP channels.
As a result, businesses are often forced to rely on the main telecom providers, such as Du and Etisalat, for international calls. These providers typically charge exorbitant fees for international business calling, significantly lowering the return on investment (ROI) for companies that depend on international business.
Some businesses may also consider configuring a VPN tunnel to bypass these restrictions, but this approach carries substantial risks, including potential legal issues and operational instability.
Being in the industry for over 28 years, we understand the communication challenges faced by businesses in the UAE. That’s why we have developed a reliable, cost-effective solution: International Calling through a Local Access Number.
How does this work?
The company sets up an outbound calling plan with us.
They register their phone number(s) with us.
We provide a toll-free access number that their users can dial, from one of their pre-registered phone numbers.
Upon connecting with the toll-free access number, the user then dials the phone number they wish to call.
Our solution bypasses the heavy VoIP restrictions by offering an alternative, legal pathway for international communications.
How Much Does a Local Access Number for UAE Cost?
The pricing structure is straightforward: Outbound calling plan + a per-minute rate (for the country you’re calling) + an additional $0.19 per minute for connecting to the access number.
Here’s an example of pricing for calling the US from the UAE via a local access number:
Basic Outbound Calling plan – $25
The per-minute rate for USA – 2.3¢
The per-minute rate for connecting to the access number – 19¢
So, for example, the $25 Basic Outbound Calling plan would include 117 minutes to call the USA from the UAE ($25 / ($.023 + $.19).
You can find more information on our Outbound Calling plans and country per-minute rates here.
Despite this pricing structure, our rates remain significantly more favorable than those imposed by the local telecom monopolies, ensuring that your international calls from the UAE are both cost-effective and reliable.
Call Outside the UAE Reliably & Cost-Effectively
For businesses operating in the UAE, international and reliable phone service is a necessity as part of growing and expanding globally. However, the strict VoIP restrictions in the region have made it challenging to connect with customers and partners overseas without incurring high costs or resorting to risky workarounds.
Our Local Access Number solution offers a proven alternative, enabling you to maintain seamless, cost-effective connections with your global customers.
Want to learn more about our Middle East calling solutions? Chat with us online or call us at +1 (561) 908-6171. We’re here to help!
Tired of searching through hours of call records to determine call outcomes? Looking for a way to quickly capture key insights from every customer interaction?
Call Summary, an AI call feature, is designed to save time and highlight key takeaways by summarizing call content. This AI-powered feature provides concise, AI-generated recaps of every call, saving you time by turning lengthy call records into brief, easily readable summaries.
Now you can have immediate access to important takeaways, action items, and crucial customer insights—within minutes of a call. Call summaries aim to maximize the potential of your customer discussions, not only save time.
Let’s dive into how call summary can transform your workflow.
A call summary is an AI-driven feature that provides quick and concise overviews of your inbound and outbound business calls. By condensing conversations into key discussion points, summaries help teams quickly grasp the essence of every conversation. This eliminates the need to assess entire call recordings or transcripts.
By integrating call summaries into the workflow, businesses can drastically reduce inefficiencies and prevent misunderstandings. This integration helps maintain high levels of customer satisfaction.
Key components of a summary include:
Primary Discussion Points: Key topics covered during the call.
Actionable Insights: Highlight any particular tasks or follow-ups mentioned during the call.
Call Metadata: Date, time, language, and participants involved in the call.
Importance of Call Summaries in Business Communication
Call summaries improve business communication and workflow by streamlining call management and analysis. At the same time, it encourages agent accountability, clarity, and efficiency. Let’s look at how summaries can ease your workflow:
Quicker Decision-Making: These summaries can provide immediate access to critical information, helping teams make decisions more quickly and intelligently. Teams can use these summaries to determine next steps and improve their strategies.
Summarized Call Content: They provide customer support agents with a succinct and straightforward synopsis of customer interactions. This results in more personalized service and improved client-business relationships.
Communication Efficiency: Employee productivity and efficiency are increased as they can immediately access the most crucial details of each conversation rather than relying on manual notes or listening to entire recordings.
Facilitating Accountability: They ensure accountability by emphasizing actionable items and encouraging ownership or follow-ups. They reduce misunderstandings and provide stakeholders with precise, documented information for easier collaboration and fewer conflicts.
Better Quality Assurance: They allow managers to evaluate agent and team performance and call quality rapidly.
Streamlined Onboarding: Reviewing summaries helps new team members quickly grasp frequent problems and efficient communication strategies. Managers can identify these calls to use within training sessions.
Call Summary: A GCF AI Insights Feature
Businesses always rely heavily on actionable data. An organization’s performance entirely depends on its ability to understand call patterns, customer behavior, and overall communication. This is where the Global Call Forwarding AI Insights feature comes in.
Our AI Insights feature comes with a Call Summary, Sentiment Analysis, and Call Transcription, giving businesses a real-time glimpse of their call interactions. It delivers essential insights that assist companies in evaluating performance and enhancing customer relationships, going beyond the basic call log data.
The summary feature automatically processes calls and generates summaries post-call. These call summaries are available in the control panel’s AI insight dashboard.
You can extract deeper, hidden insights and opportunities from customer calls when you use this feature alongside Sentiment Analysis and Call Transcription. For instance, quickly identify calls with negative sentiment ratings and read entire transcripts to better understand what went wrong.
Use summaries to also find recurring trends or issues brought up in customer conversations related to product feedback, complaints, or requests for additional features. Understanding these patterns can help you take proactive action.
6 Ways to Improve Team Productivity with Call Summary
With Call Summary, skip the hassle of listening to every conversation for training or performance evaluation. You can effortlessly track call performance with summaries across multiple phone lines, departments, and teams. Quickly access key information, from sales pitches and customer support inquiries to prospect follow-ups and team meetings. Your teams can then quickly address customer concerns and enhance response times.
Here are a few effective ways to use call summaries to improve team productivity:
1. High-Level Recaps of Call
Call summaries give your team a concise overview of each call. They ensure no important details are overlooked and allow prompt decision-making without requiring team members to listen to the complete recordings. Additionally, AI-driven VoIP insights help identify trends, customer sentiments, and recurring issues, enabling your business to refine communication strategies and improve overall customer experience.
2. Easy Review of Team and Agent Performance
Summaries make it simple for managers to evaluate team and agent performance. They help pinpoint both areas of strength and need for development. You can read summaries across specific locations and departments. This improves team productivity overall.
3. Quick Browsing of Call Content
Managers and agents can rapidly review the summary to find key takeaways rather than listen to lengthy calls. They can then decide to dive deeper with call transcripts and recordings, if a need arises. This saves team members time by keeping them informed and involved in crucial discussions.
4. Streamlined Follow-Up Actions
Call summaries highlight action items to ensure nothing is overlooked. Teams can improve workflows and response times by using this to prioritize follow-ups and maintain task organization.
5. Identify and Investigate Unsuccessful Calls
Not all calls necessitate a thorough review. By using summaries, you can instantly identify calls that could require more attention, allowing your team to concentrate on the most critical tasks. For more detailed insights, review sentiment analysis, transcripts, and recordings. Managers and agents can better understand the emotions and responses of customers.
6. Integrate with CRMs for Seamless Workflow
Take your customer and call analytics to the next level by using our CRM integrations. By combining your CRM and phone system, you can automatically sync call activity across both platforms. Bring your CRM call activity to our control panel and use our AI insights features to gain actionable insights.
Drive Business Growth with AI-Powered Call Summaries
Transform your call traffic into actionable intelligence. AI Call Insights automatically extracts your inbound and outbound calls’ key topics and customer emotions, which reveals insightful patterns and makes targeted coaching possible.
Improve productivity and enhance customer communication with this call analytics solution. Start leveraging AI-powered call Insights in your company. Try Call Summary and other AI Insights features with Global Call Forwarding!
Contact our experts today to learn how AI-powered call summaries can transform your business operations.
Wouldn’t it be valuable to know where your best leads come from, what marketing channels drive the most calls, and how your customers feel about their interactions with your business? Call analytics makes this possible by offering call tracking, AI-driven insights, and advanced reporting—giving you a deeper understanding of your customers and their needs.
With AI-powered call insights, businesses can move beyond traditional call detail records and basic reporting to extract meaningful intelligence from every customer interaction. Here’s how call analytics can help businesses optimize operations and improve customer engagement.
Let’s dive into how call analytics can transform your business.
How Can Call Analytics and Reports Benefit Your Business?
Call analytics uses call reporting and tracking to help marketing and sales teams identify revenue opportunities and optimize their marketing efforts. When you track and analyze where your business calls come from, you can identify how customers and prospects find your brand and what prompts them to interact with it — whether calling to inquire about a product or make a purchase.
To get call analytics, you will need to subscribe to a cloud-based phone service provider that offers call records and call tracking software.
What is Call Analytics?
Call analytics refers to the measurement, analysis, and reporting of inbound and outbound call data. Traditionally, businesses relied on call detail records (CDRs) to track basic call data such as
Caller’s phone number
Day and time of the call
Duration of the call
Geographic location the caller called from (caller’s location)
Original number the caller called (call forwarding number)
Device the caller used to engage with your marketing campaign (mobile, landline)
Marketing channel that led to the call (landing page, social media platform, billboard, etc.)
Summaries and transcripts
Sentiment scores, and so on.
Marketing, sales, and support teams within a company can use call analytics to understand customer behaviors and preferences, and optimize marketing and sales campaigns accordingly.
Most cloud-based phone service providers will offer you call analytics and reports along with their service. If you are a Global Call Forwarding customer, you can view and download call detail records (CDRs) or access our AI Insights dashboard in your control panel and use this information to streamline marketing and sales.
Call Analytics Features
There are a few different ways to gather call analytics data — reports, recordings, transcripts, and so on. Here are the top call analytics features where most of your call data and customer information resides.
Advanced Reporting and Call Detail Records
Call records are a crucial feature of call analytics and call tracking. This is where you can gather quick details about the calls coming in, such as the caller’s phone number, caller’s location, what number they dialed, duration of the call, date and time of the call, and so on.
As mentioned above, advanced reporting will give you more details about your caller and lead. You can view which channels and marketing campaigns are bringing you the most leads. For instance, you can determine if your website is attracting more business or your social media campaigns. This data can then inform your next marketing and sales strategy to improve your conversion rate.
Use Case: Managers can leverage reports and call records to monitor call traffic and see which channels or phone lines are driving the most high-converting inbound calls, allowing them to optimize strategies for better ROI.
What are most customers looking for when they come to your business?
What are some common customer complaints?
How did customers find out about your product or service?
What are customers expecting from your teams?
Your agents can also qualify leads by going back in and replaying the conversation and preparing customized follow-up questions and tactics that will help nurture the customer.
Another benefit of recording calls is the ability to analyze them later for quality assurance. How are your agents and reps representing your company on these calls? What can they do to increase conversions? What patterns and tactics work and which ones fail?
Use Case: A sales manager can review recorded calls to identify high-value leads, refine sales pitches, and train reps on successful conversion techniques.
Call Summary
With Call Summary, every customer call is automatically condensed into a concise, easy-to-read summary. Instead of sifting through hours of recordings, managers and sales teams can:
Quickly review key points discussed in a call.
Identify customer intent and pain points in seconds.
Determine follow-up actions without re-listening to entire conversations.
Use Case: Sales teams can prioritize hot leads faster by scanning AI-generated summaries for indicators of interest or purchase intent.
Call Transcripts
An alternative to call recording — and at times, a complementary solution — is using automated call transcripts. Most providers will offer you both call recordings and transcripts so you can choose to listen in or simply read and scan through the transcripts.
With call transcripts, you can get a visual idea of what is happening within your business calls. Additionally, you might even be able to search for specific keywords or keyphrases through these transcripts to focus on specific issues. With AI-powered transcription, teams can:
Search for specific keywords (e.g., “pricing,” “cancel my subscription,” “upgrade”) to pinpoint important discussions.
Analyze call patterns to determine frequently asked questions and recurring customer concerns.
Improve compliance by maintaining accurate, text-based records of customer interactions.
Call transcripts paired with recordings, that capture tone and inflection, can help managers get comprehensive visibility of what happens within customer calls.
Use Case: A customer support team can search transcripts for complaint keywords to identify and proactively address recurring issues.
Sentiment Analysis
One of the most powerful AI-driven features is Sentiment Analysis, which helps businesses understand the emotional tone of their customer interactions. By analyzing tone, language, and conversation flow, AI assigns each call a sentiment rating: Very Positive, Positive, Neutral, Negative, or Very Negative.
With sentiment analysis, businesses can:
Identify high-priority negative interactions that require immediate attention.
Track customer satisfaction trends over time.
Monitor agent performance and provide targeted coaching where needed.
Use Case: A call center manager can review sentiment scores to quickly identify dissatisfied customers and take corrective action before they churn.
Custom Reports and Advanced Call Analytics
In addition to AI-driven insights, businesses can further enhance their call reporting by using custom reporting features to analyze trends specific to their goals. Using phone tags and filtering options, you can get more specific data for your needs.
Track call trends by phone lines – Identify which campaigns or locations drive the most high-quality calls.
Monitor sales effectiveness – Compare conversion rates across different teams and campaigns.
Improve customer support efficiency – Analyze average handling time, first-call resolution, and escalation rates to optimize support processes.
Use Case: A business can generate reports on sentiment trends to measure customer satisfaction levels for a specific service center location or a new market.
Your business can use call analytics and detail records for a variety of reasons. But the main benefits include:
Understanding customer behavior and preferences
Gaining insights into customer pain points and complaints
Optimizing brand messaging and creating targeted marketing campaigns
Improving overall marketing and sales effectiveness
Training new employees and enhancing quality assurance
Increasing profitability and saving time
Let’s look at these benefits in more detail.
Using Call Analytics for Call Tracking
You can track incoming calls by using different phone numbers for various campaigns and channels. With call forwarding, you can then have calls made to these numbers forwarded to your main office or customer service line.
Call detail records will list the number the caller dialed to connect to your business as the calls come in. This type of international call tracking will let you know which region, country, or campaign drove that call.
You can use local and international phone numbers to track local and international calls and key global call metrics. This will help you identify which countries and marketing campaigns are bringing you the most customers.
With AI-powered Call Insights, businesses can now go beyond basic call tracking—they can analyze call sentiment, keywords, and customer intent in real time, offering a deeper understanding of engagement and call effectiveness.
Improve Marketing and Sales Campaigns
What’s working in your marketing and sales calls?
Call analytics combined with AI insights allows you to pinpoint successful sales tactics, customer concerns, and call trends. By leveraging call recording, call transcription, and AI-driven sentiment analysis, you can:
Identify the key phrases and selling points that lead to conversions.
Spot trends in customer objections and concerns.
Fine-tune sales scripts and marketing messaging to maximize engagement.
Use AI-generated summaries to save time on reviewing calls manually.
Use these features to understand what customer pain points are shared within your target audience and what they expect from your business. Then, optimize marketing messaging and create effective drip campaigns that will help drive conversions.
Integrating Reports and AI Insights into Your CRM
Seamlessly integrating call analytics, reports, and AI-powered insights into your CRM system allows businesses to centralize communication data, improve customer interactions, and optimize workflows. By connecting AI-driven call summaries, sentiment analysis, and call reports to your CRM, you can:
Automatically log call summaries and transcriptions within customer profiles for easy reference.
Track sentiment trends and identify at-risk customers for proactive engagement.
Analyze call outcomes and agent performance directly within your CRM dashboard.
Generate data-driven customer insights to refine sales and support strategies.
With AI-driven Call Insights & CRM integrations, businesses can go beyond basic call logging—they can unlock patterns, personalize customer interactions, and make data-backed decisions to drive growth and retention.
Train Employees and Improve Quality Assurance
You can use analytics to evaluate how your employees and agents are performing on business calls. Furthermore, you can use it to train new employees by identified tactics that are successful. You can also look at reports and recordings to improve quality assurance so that your agents represent your brand in the right way. Here are some ways:
Track positive and negative sentiment trends across customer conversations.
Identify coaching opportunities for employees based on AI-driven insights.
Use call summaries and transcripts to provide clear training examples.
Spot high-impact conversations without manually listening to every call.
By automating call review processes and now, using AI to surface key takeaways, businesses can train employees faster, improve customer satisfaction, and maintain a high standard of service.
Identify Profitability and Save Time
How do you know which calls are most valuable to your business? With AI-driven call reports and insights, businesses can identify high-value calls that result in revenue-generating opportunities. This will help you drive more promising and qualified leads to your business as opposed to weaker leads. Use call analytics for tracking where your calls come from and to save time chasing the wrong leads.
Why Choose Global Call Forwarding for Call Analytics and AI Insights?
Global Call Forwarding offers a comprehensive call reporting and analytics solution, now enhanced with AI Call Insights, Call Recording, and Custom Reports.
AI-Generated Call Summaries and Transcripts – Save time on reviewing call content.
Call Recording – Review and analyze key conversations.
Advanced Call Routing – Improve call flow and operational efficiency.
Call Detail Records – Access comprehensive call data.
Custom Reports – Tailor reports to your business needs.
Using Call Records to Improve Caller Experience
Call analytics and reports can help your business enhance caller experience when a customer or prospect reaches out to your business. And it can also bring your business more relevant and qualified leads. If you do not have a call analytics solution in place, it is easy to get started.
Global Call Forwarding offers Call Detail Records, Call Activity Reports, and AI Insights for each phone number and line you use with us. You can easily access this data from your control panel. Want to learn more? Speak with your account manager. Not a Global Call Forwarding customer? Sign up today or chat with our representatives to learn more!
Having worked in telephony and communications for so many years, I’m always curious about how brands interact with customers and how people in different countries interact, particularly in the context of phones and phone numbers.
Here are some key telecom takeaways and trends that I noticed during my business trip to Saudi Arabia:
9200 Numbers Can Be Noticed Throughout the Country
One striking observation was the prevalence of 9200 numbers. They’re published everywhere throughout the country, from roadside billboards to outdoor acrylic signs to hotel key cards!
These Unified Numbers can be dialed anywhere in Saudi Arabia and outside the country.
Formatting Nuances
9200 numbers were written in a lot of different ways. Some common formats include:
9200XXXXX
9200 XXXXX
9200 XX XXX
Sometimes, I even saw these unified numbers in the format 92 XXXX XXX. This variance in display could be because of memorable number sequences or design preferences.
Global Comparisons
9200 numbers do not have a direct equivalent in the United States. The closest comparison might be toll-free numbers.
Internationally, Saudi’s Unified Numbers are similar to 1300 numbers in Australia, 400 numbers in China, and 03 numbers in the United Kingdom. They’re essentially non-geographic numbers that aren’t tied to specific area codes in a country.
Larger Companies Still Desire Toll-Free Numbers
800 numbers remain prominent for larger corporations in Saudi Arabia.
From the moment I left the airport, I saw billboards for well-established companies, with toll-free numbers published on them, lining the highways. Many ATMs had toll-free numbers prominently featured, and so did brochures and flyers from the Expo.
This highlights the continued importance of toll-free numbers to major corporations and their customers in Saudi Arabia.
It makes sense – I met with another client in downtown Riyadh, whose company helps large and well-established multinational corporations from the US and the UK establish a regional presence in Saudi Arabia.
Our client shared that the corporations his company works with overwhelmingly prefer toll-free numbers over the other phone number types.
Customer Engagement and Automation: The Role of AI
Though I didn’t experience this as much in my day-to-day excursions in Riyadh and Jeddah, customer engagement automation was a fundamental digital transformation theme at Seamless.
Many vendors showcased innovative solutions for customer-facing activities, like agent workflows, marketing automation, campaign personalization, and customer segmentation.
I also saw several exhibitors advertising their AI voice agent solutions and chatbots built to automate customer interactions.
Given the current technology, agentic AI can automate internal business processes and perform routine customer service tasks. Still, I don’t see its effectiveness for direct sales just yet.
WhatsApp: The Communication Channel of Choice in the Middle East
Heading into the trip, I understood the importance of WhatsApp as a preferred communication channel in the region.
In the past, we’ve helped businesses that offer automated WhatsApp solutions in the Middle East. We’ve also fielded hundreds of requests from companies that wish to use WhatsApp Business in Saudi Arabia and the UAE, among other countries.
Just as in Latin America and Europe, WhatsApp was on full display.
Not only were Uber drivers engaged in full-on WhatsApp group conversations mid-drive, and drivers from food delivery services contacting me through WhatsApp, many businesses also advertised their WhatsApp Business numbers online and in person.
Snapchat and Social Media for Branding
Social media marketing and advertising were common themes in the breakout sessions at the CMO Summit. While social media is not generally for purely business communications, brands must be present on various channels.
Snapchat was a hot topic during breakout sessions, and I even saw one of our Saudi-based clients, a B2B service provider, running advertisements on Snapchat. X, Instagram, and TikTok are also hugely popular.
One of the speakers mentioned that in the case of TikTok, even though a younger audience mainly uses it, forward-thinking brands should still use the platform to promote themselves to their next generation of customers.
Telecom Players: STC, Mobily, and Zain
STC and Mobily dominated visible advertising and physical retail throughout my travels; Zain also had a solid presence.
However, it would be important to note that high visibility only sometimes equates to market share. According to industry insights, there are several major telecom providers in the Kingdom of Saudi Arabia.
The Ministry of Communications and Information Technology of Saudi Arabia regulates telecommunications and information technology in the Kingdom of Saudi Arabia, and its presence was also observed at Seamless.
Localization
While localization plays a crucial role in companies looking to market their products globally, people that I talked to and speakers in breakout sessions mentioned that Arabic localization is increasingly essential for resonating with Saudi consumers.
Consumers in other GCC countries tend to be more receptive to English content than Saudi consumers. Additionally, Saudi consumers will likely be more receptive to their native Arabic dialects and cultural nuances compared to generic Arabic translations.
Saudi Vision 2030 and RHQ
Saudi Vision 2030 and the Regional Headquarters Program (RHQ) came to my attention on the trip. Saudi Vision was incredibly evident throughout the expo and in my travels. RHQ came up during discussions with our local clientele.
Closing Thoughts
Seamless Expo emphasized the fact that customer communications in Saudi Arabia are rapidly modernizing.
From the use of long-standing mediums like toll-free numbers and 9200 numbers to the digitally-driven, giant-scale WhatsApp and social media usage and emerging trends like AI automation, there was a lot for me to take in.
At the end of the day, the people of Saudi Arabia were wonderfully inviting and welcoming to me as an outsider. Exhibitors at the Seamless Expo also showed that the Kingdom of Saudi Arabia is eager to diversify its economy by supporting modern businesses and digital transformation.
There is a bright future for people living in the Kingdom of Saudi Arabia and for companies doing business there.
Managing numerous sales and support calls daily can often lead to missed details and oversights due to multitasking or information overload. With AI Call Transcription, your team doesn’t have to rely on memory or notes—ensuring that every customer interaction is accurately captured.
By converting phone conversations into written records, both managers and agents can quickly access critical information to boost operational efficiency, reduce misunderstandings, and improve customer service quality.
So, how does call transcription work, and how can your teams use this VoIP AI feature? In this article, we’ll explore:
How calls are transcribed
Key benefits for businesses
Common use cases of call transcription
What is Call Transcription?
Call transcription, powered by AI, converts speech from customer calls into written text. IT decision-makers, heads of sales, and global support leaders can use this scalable solution to improve visibility across high-volume call traffic, streamlining post-call follow-ups, and ensuring no critical information slips through the cracks.
So, how does it work? Once a call concludes, AI and large language models (LLMs) can process conversations from the recorded call and convert it into a readable transcript.
By eliminating the need for manual note-taking, this feature encourages agents to pay more attention to customer conversations. These text transcripts make it easier to keep an accurate record of conversations, especially in industries like customer service or healthcare, where details really matter.
Benefits of Transcribing Business Calls
Transcribing business calls can offer several advantages that really help improve how a business operates—from increasing visibility into team activity to boosting productivity. Here are some of the key benefits of the call transcription feature:
Save time: Instead of manually summarizing calls, employees can simply refer to transcriptions, freeing up time to focus on more value-driven tasks.
Document customer conversations: Accurate records of conversations also provide legal protection in case of disputes, allowing businesses to easily resolve disputes or misunderstandings.
Review past calls: Instead of listening to entire recordings, managers can quickly gather high-level insights of the call through transcripts and assess customer concerns, agent performance, and opportunities for process improvement.
Identify priority cases: Quick access to transcribed calls helps agents and managers identify pending calls, unresolved issues, or upset customers, prioritizing support for these cases.
Isolate recurring issues: Managers can also use transcriptions to identify common customer complaints and objections or agents’ knowledge gaps and can customize coaching accordingly.
How to Use Call Transcription: 8 Use Cases
Whether it’s for resolving customer issues, training teams, or maintaining compliance, transcription provides valuable insights. Here’s a look at some business use cases where call transcription can make a significant impact.
Quick summary:
Document customer calls for future reference
Increase focus on customer conversations
Gain high-level visibility into team performance
Pay attention to what customers are talking about and gather feedback
Provide specialized coaching and quality assurance training
Transcriptions eliminate the need for guesswork when recalling important details from a conversation. With a written record, there is a lesser risk of missing key points or misremembering queries or instructions.
For instance, managers can filter across different phone lines and quickly access call summaries, transcripts, and sentiment for a particular call. They can review these calls to identify key topics discussed, recurring patterns, high-performing calls, etc. Managers can also use these transcriptions to tailor agent training and coaching.
Similarly, agents can refer to transcribed calls to recall important customer preferences or product requirements. This avoids the potential for errors in product orders or service offerings.
Additionally, certain regulatory bodies require documentation and compliance of customer interactions and information. For instance, healthcare organizations may need to retain recorded calls that contain to maintain compliance.
2. Increase Focus on Customer Conversations
With AI-powered transcripts and summaries generated after every call, your agents don’t need to spend time manually taking or entering notes for every conversation. This gives them more time to focus on the customer with undivided attention.
Additionally, since their calls are being recorded and transcribed, agents will actively work towards performing better on support and sales calls. They may identify quicker ways to resolve common issues or develop new tactics to navigate objections. This increased focus will lead to improved customer satisfaction.
3. Gain High-Level Visibility into Team Performance
Managers can access a wealth of information and call content data by using summaries, transcripts, and sentiment analysis.
Quickly review summaries for different phone lines, teams, or regions and generate a comprehensive yet concise overview of call content. Dive deeper with recordings and transcripts to know what your customers talk about, how agents handle unhappy customers, and what common patterns exist. While doing so, it’s essential to manage any personally identifiable information responsibly to stay compliant with data privacy standards.
Determine how teams and agents are performing and use top-performing calls as training for low-performing teams. Whether it’s resolving recurring issues or refining sales strategies, this visibility into business calls will help you drive continuous improvement across your sales, support, and marketing departments.
4. Pay Attention to What Customers Say
Transcribed calls offer a treasure trove of feedback that businesses can use to improve their products and services. By reading and listening to what customers say during their interactions, companies can spot patterns in feedback and adjust their sales and marketing efforts accordingly. For instance, you can learn more about:
How customers talk about your products and services
What features or functionality they are looking for
What problems they are trying to solve with your service
Which competitors they have considered
Common obstacles they’re facing with your product or service
Whether your sales and support teams are properly equipped to handle customer queries, and so on.
Use this feedback to further improve your sales, support, and marketing efforts.
5. Provide Specialized Training and Quality Assurance Sessions
Transcribed calls offer an excellent resource for training and quality assurance materials. By reviewing real interactions, managers can pinpoint areas where agents excel or need improvement.
For example, if an agent handled a tricky customer situation well, that transcript and recording can be used as a training tool for new hires. On the flip side, if there’s a recurring issue with how certain queries are handled, teams can analyze those transcripts to refine their approach and identify more efficient ways to resolve such issues.
6. Collaborate Across Different Departments
With AI-powered call transcriptions, cross-departmental collaboration becomes seamless. Call transcriptions allow team members across departments to access the same information, making collaboration smoother.
Whether it’s sales following up on a support ticket or marketing crafting campaigns based on customer feedback, teams can access unified, real-time information. This shared knowledge ensures that everyone is aligned, reducing miscommunication and enabling quicker, more effective solutions.
7. Access Comprehensive Call Analytics
By turning conversations into data, businesses can generate deeper insights, measure customer sentiment, track common topics, and evaluate agent performance.
Our AI Call Insights feature unlocks actionable data with the help of AI. When paired with other call data tools such as translation, summaries, recordings, and sentiment analysis, your teams can get a 360-degree view of customer conversations. Furthermore, you can filter call records based on specific phone lines, duration, call direction, or phone tags to get a more narrow view of call activity.
How Can GCF Help?
By implementing AI Call Transcription, your organization can improve communication accuracy, ensure regulatory compliance, and enhance customer experiences at scale. This feature is a game-changer for global sales, support, and IT teams aiming to deliver data-backed insights and high-performance outcomes.
Global Call Forwarding offers Call Transcription as part of our larger AI Call Insights feature. Contact our experts today to learn how AI-powered transcription can transform your business operations.
Managing a myriad of inbound and outbound phone lines efficiently can often become chaotic and disorganized. This is especially true for businesses that may have different phone numbers for different locations or different functions.
This lack of structure not only slows down operations but also complicates call tracking and analysis. Proper organization of phone lines means easier sorting through multiple phone numbers and more streamlined reporting.
Phone number tags can help businesses better organize their call traffic, streamline operations, and analyze call types for insights. Let’s see how!
What are Phone Number Tags?
Phone number tags are tags or labels users can assign to different phone numbers within your phone number management system.
These tags allow you to categorize phone lines based on their purpose, location, team, or other relevant criterion. By tagging phone numbers, you create a more organized framework that can help filter and track call data more efficiently. Small businesses and large enterprises can easily adapt phone number tags to meet their specific needs.
Global Call Forwarding offers phone tags along with our virtual phone numbers for more enhanced and efficient call tracking.
How to Use Phone Tags?
Setting up phone number tags is generally straightforward. Most cloud telephony providers offer an interface or dashboard where users can easily assign and manage tags effectively. All you need to do is:
Define your tags: Decide on the most relevant categories to your business needs.
Assign tags to phone numbers: Attach one or more tags to the appropriate phone numbers within your system.
Manage phone numbers: Organize and sort through business phone numbers efficinetly.
Customize reports: Filter call reports with phone tags to see more focused and detailed call activity.
Global Call Forwarding customers can create and manage phone tags for inbound and outbound phone lines in our control panel.
6 Ways to Use Phone Number Tags
So, what are some ways your business can use our phone number tagging feature? Let’s go over some common use cases:
1. Organize Phone Lines by Department
Use tags to differentiate phone lines used by various departments within your business. For instance, tag specific phone numbers as “Sales,” “Customer Support,” or “Human Resources.” This helps you understand how your call traffic is distributed. Then, you can further filter to see how many outbound sales calls were answered or how many inbound support calls went unanswered.
2. Filter Calls by Type
Use phone number tags to filter calls associated with different phone lines — like your APAC support center or HQ — in your call reports. This allows managers to analyze the types of calls coming through and identify trends or areas needing extra attention or support.
3. Manage Distributed Teams
Businesses operating across multiple locations or regions — working with different call centers or service centers — can use tags to understand call distribution. Phone number tags like “APAC Office” or “US HQ” can help determine how call traffic is spread geographically and which locations are receiving more calls. Managers can use this data to reevaluate staffing or routing methods.
4. Improve Custom Reporting
When integrated into custom reporting tools, phone number tags can further narrow down the depth of insights available. For example, if you want to analyze the performance of your tech support team specifically in the APAC office, you can quickly generate reports for all phone numbers tagged under “Tech Support” and “APAC” tags.
5. Enhance AI Capabilities
Users can further expand their call reports when using phone number tags alongside AI call features. For example, Global Call Forwarding customers can turn on AI insights, filter to view specific tagged lines, and then see call activity, status, summaries, transcripts, and sentiment analysis for these specific lines.
6. Assist in Training and Quality Assurance
Phone number tags such as “Training” or “Quality Check” can help in separating phone lines that are being used for training purposes or quality assurance checks. Managers can then filter to see call insights and activity for those specific lines to better train new agents.
Experience Improved Call Handling and Deeper Insights
With tags, companies can ensure better management of call data, detailed call analytics, and a more organized communication structure.
Use phone number tagging alongside our other core features like Custom Reports and AI Insights to get a more detailed view of your business’ call activity.
Want to test it out? Give Global Call Forwarding a try! Book a demo today or speak with your account manager.
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