Owning the dialer (and why it matters)
Why we provision the phone line instead of asking you to bring Twilio. Latency, control, and accountability.
The boring reason
When the call drops, the customer doesn't care whose Twilio sub-account misrouted the SIP packet. They care that the call dropped. So we own the line end to end and we eat the dropped calls ourselves.
It's the same reason a staffing agency provisions the laptop. The worker can't do the job if the tools don't work, and arguing about whose fault it is doesn't move the number.
The latency reason
Voice conversations break below 300ms of round-trip latency. Above that, the worker sounds slow or, worse, talks over the customer. Controlling the carrier path lets us hold a median of 180ms across PT, ES, and IT.
When we tested with bring-your-own-Twilio, the median jumped to 410ms and the interruption rate tripled. The customer experience was visibly worse on the call transcripts.
The accountability reason
If we own the line, we own the SLA. One throat to choke, one number on the dashboard, one team on the bridge when something breaks at 11pm on a Tuesday.