Girish Dharmaraj 
Because of the simplicity and flexibility of communication APIs, we are seeing new use cases for CPaaS in countless verticals every day. There are numerous moving parts of the insurance machine that can be made more efficient and streamlined with programmable communications APIs, with the claims process being just the tip of the iceberg.
In the dynamic sphere of cloud communications, in-app voice calling stands as a cornerstone of modern business interactions.
This functionality enables users to make and receive calls without leaving the application they’re using, offering a seamless communication experience that integrates effortlessly in your app’s user experience.
For a deeper understanding of this important capability, consider reading our insightful primer,
> Why In-App Calling is In – Seven Must-Have Benefits Your Business Will Love.
Not all providers’ in-app voice calling features are created equal, though.
At Toku for instance, we have intentionally opted to use Session Initiation Protocol (SIP) over the more common Web Real-Time Communication (WebRTC). This strategic choice in our technology infrastructure is not just a mark of quality; it’s a reflection of our commitment to deliver unparalleled service.
In this article, we’ll delve into why SIP-based in-app voice calls are vital and why businesses looking to enhance their customer experience (CX) using embedded voice communication should take note.
SIP vs WebRTC
Most businesses leverage WebRTC for their in-app voice calling functions because it is more developer-friendly, and allows for high-quality media transmission.
However, this technology lacks built-in signaling capabilities, a critical feature when a network is volatile – which is exactly the case in some countries in Asia Pacific.
Enter SIP — a more robust alternative, ensuring that your calls remain resilient even as network conditions fluctuate. SIP’s integrated signaling capabilities are its ace, because it continually updates communication sessions to preserve call integrity.
SIP- supported in-app voice calling really shines in the case of food delivery apps for example, because a stable, unbroken call is a non-negotiable for these apps.
In our experience, we’ve seen too many enterprises rush into using WebRTC because it’s easy to implement without considering the use case for their in-app voice calling needs.
If your app has static users with stable WiFi connections, you won’t face issues with WebRTC-supported in-app voice calls. But if you have users like delivery riders or anyone traversing areas with inconsistent network coverage, the calls might frequently break, disrupting your CX.
Optimal in-app voice calling performance
SIP-based in-app voice calls are perfect for scenarios with limited bandwidth. This has three important benefits:
Get monthly nuggets of wisdom for all things customer experience in your inbox
1. Reduced Data Usage: For mobile users who rely on data plans with caps, SIP’s lean data requirements ensure in-app voice calls don’t exhaust their available data, as could be the case with a taxi-booking app, where frequent calls between drivers and customers are the norm.
2. Enhanced Call Quality: Users in remote areas with limited internet connectivity, such as field service technicians using a maintenance app, can still expect clear audio quality, thanks to SIP’s efficient use of available bandwidth.
3. Stable Connections: In dynamic environments like food delivery, where riders move through areas with varying network coverage, SIP’s resilience ensures that calls remain stable, preventing disruptions in communication critical to timely deliveries.
Industry-wide adoption of SIP
SIP is the backbone of mobile operators and mainstream voice applications worldwide, proving that our choice aligns with global best practices.
Also, SIP’s signaling prowess and audio codec compatibility are critical in our mission to deliver flawless customer experiences across the region through in-app voice calling.
SIP is ideal for APAC-based operations
In the diverse and complex telecommunications landscape of APAC, where each market presents its unique challenges and regulations, a one-size-fits-all approach falls short.
Unlike other offerings, our SIP-driven solution adapts to the complexity of APAC’s telco network environments, ensuring seamless integration and superior service delivery.
This foresight in infrastructure design is a testament to our commitment to understanding and catering to the distinct regional differences in APAC, and our technology reflects that.
High voice-call quality over ease of implementation
As we navigate a landscape marked by a relentless pursuit of innovation, our decision to opt for SIP support in our in-app voice calling feature stands out for our unwavering commitment to quality. We could have chosen to follow several other providers who went the WebRTC route, but we chose not.
Why?
Because we understand how critical it is for enterprises to have in-app voice calls that are high-quality, stable, and consume less data in the region.
By redefining reliability and quality in cloud communications, ensuring that our customers are always connected, we remain confident in our ability to elevate enterprise CX across Asia-Pacific and beyond.
V K Sanjeed 
Ana Castrillon 
Rajesh Gopinathan