Scalability challenges in traditional infrastructure

Traditionally, multimedia interaction services such as unified communications (UC), Interactive Voice Response (IVR), call recording, cloud-PBX etc are often based on legacy media servers and software. Scaling services built on such inflexible and rigid systems is a challenging undertaking.

It is difficult to scale in a unified manner across different geographic locations when dealing with multiple local server installations. Adding and deploying server capacity, installing on-site, provisioning and configuring new software etc need to be made and repeated for every new site you wish to expand to. This is both time consuming and costly and can quickly grow to a level where the overall business case for the expansion is questioned.

The lack of a unified scalability manner is also affecting your overall flexibility, competitiveness and eventually your customers’ experience.

Moving to a scalable communications platform

Moving to a modern and cloud-native programmable communications platform would in many aspects greatly impact how you can build services that better meet the individual needs of your customers. Aspects such as flexibility, reliability, availability, innovation speed, cost, security, and scalability are all factors impacted by such a move. While the benefits are many, this blog post will mainly concentrate on the scalability aspect.

Below are three characteristics of a modern system that provides the scalability and flexibility values needed for modern UC and telecom solution providers to stay competitive.

1. Cloud-native programmable communications platform

A cloud-native approach is the number one criterion for a scalable modern system. A cloud-native programmable communications platform deployed in a public cloud such as AWS, Google or Microsoft, automatically inherits the global coverage and reach, and on-demand growth capabilities typically associated with these public cloud infrastructure providers. These characteristics are all key prerequisites when you want to build scalable services.

But just being cloud-native isn’t enough. To enhance scalability even further, we need to look under the hood: how does the programmable communications platform make use of the functions and computing resources provided by the cloud?

2. Serverless architecture in the cloud

A serverless building practice refers to how the cloud computing resources and functions, required to execute certain tasks in the cloud are utilized. It also refers to how the need for more (or less) functions or resources is triggered, in other words what triggers a change. Both of these greatly impact the scalability of your services.

With a serverless architecture the functions or resources needed to execute a specific task are supplied dynamically on demand from the cloud wherever the demand may arise. If the task needs more memory, it gets more memory allocated in real time in that specific geographic location. If the task needs more compute cycles, the serverless architecture provides the compute cycles needed, instantaneously, whenever and wherever required.

A serverless architecture dynamically utilizes exactly – not more, not less – cloud functions and resources required to scale your services. Translated to your IVR, call recording, or cloud-PBX services; the cloud functionalities or resources needed for these services to work as requested, scale automatically and instantaneously when changes in your services’ traffic volume occur.

Changes in traffic volume could be caused during peak traffic hours in your existing regions, or when your services are expanding into new geographic territories. The point is that a cloud-native programmable communications platform built with a serverless architecture is auto-scaling. It enables you to build scalable services in a unified manner. Your services will scale automatically on-demand whenever or wherever the need is.

A positive side-effect of the by-demand approach to cloud function and resource utilization, is that charging is utilization-based too. This means that an only-pay-for-what-you-use model is applied.

The next characteristics talks about how to capitalize on the scalability benefits of a cloud-native programmable communications platform with a serverless backend architecture when a managed service delivery approach is applied.

3. Delivered as a managed service from the cloud

In a managed service delivery model, the product (or in this case the platform) is “consumed” as a service, as APIs. In such a model you don’t operate or run the platform yourself, that is taken care of by the provider of that platform.

By building your services with APIs from a programmable communications platform offered as a managed service from the cloud, your operations costs are significantly reduced. You avoid the costs associated with owning or running an infrastructure yourself. You also significantly reduce the in-house competence need, or dependency on external consultants, that are required to handle the legacy infrastructure.

So, as stated above, the managed service delivery model is of key importance for the cost aspect of scalability. Building scalable services in a unified manner are both easier, faster and more cost efficient in a managed service delivery model.


For providers of unified communications (UC) and modern telecom solutions and services the ability to build scalable and flexible services is key to remain competitive and to enhance customer experience.

Selecting a cloud-native programmable communications platform on which to build scalable and flexible services is the number one criterion for UC and telecom solution providers to success in the digital transformation era. Only those that use a modern and scalable communications platform built on the latest and greatest cloud technology can meet the highly sophisticated demands from customers, such a highly customized call flows and customer engagement models.

Services that are flexible and can scale automatically on-demand, anywhere, and anytime in a cost-efficient manner are built with a modern infrastructure with these characteristics:

  • Cloud-native programmable communications platform
  • Serverless backend
  • Managed service from the cloud

The stairs to climb in order to have the possibility of building scalable and flexible services: A cloud-native programmable communications platform delivered as a managed service with a serverless backend

The communications platform

The scalable and programmable communications platform provides the key capabilities UC providers and modern telecom providers need to modernize the way they build their services.

Examples of services to build

Examples of services to build with our communications platform are, (but not limited to), advanced IVR call flows, call recording, cloud-hosted PBXs, UC services, voicemails, auto attendants, etc. With our modular functions such as media playback, DTMF handling, interactive call control, text-to-speech, recording and call event notifications, fully customized and more or less advanced call flows can be built. You decide which services to build, no rigid legacy systems are limiting you!

Feature-rich and easy-to-use APIs

Our scalable and programmable communications platform provides feature-rich and easy-to-use APIs enabling you to build services that scale instantaneously as your demand changes. With our serverless architecture, up-scaling or down-scaling happens automatically and instantaneously from the cloud, anytime and in any geographic region.

No more waiting for new servers to be ordered, delivered, installed, configured, and provisioned. With the scalable and programmable communications platform your services will simply scale anytime and anywhere needed easily and cost efficiently!

Learn how to build modern UC, IVR, and cloud-PBX offerings with our mediaservice API

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