# Outbound call center guides Use Twilio Programmable Voice to build an outbound call center. For example, you can programmatically call customers to provide information, gather user input, record calls, and take payments without needing a person to make the call. ## Evaluate Evaluate Twilio features and products that support outbound call centers to determine which ones are right for your needs. #### CLICK TO EXPAND * **[Branded Calling](/docs/voice/branded-calling)**: Increase call trust by displaying a verified name, logo, and call reason on recipients' mobile phones. * **[Voice Insights](/docs/voice/voice-insights)**: Monitor and analyze call events, call quality, and more. * **[Conferencing](/docs/voice/conference)**: Connect multiple participants in a single call. * **[Media Streams](/docs/voice/media-streams)**: Stream audio from live calls to your own infrastructure in real time for AI or ML processing. * **[Conversation Intelligence (classic)](/docs/conversation-intelligence-classic)**: Use AI to analyze and extract insights from customer conversations. * **[Payment Card Industry (PCI) Mode](/docs/voice/pci-workflows)**: Redact sensitive payment details captured using Voice and the `` TwiML verb. * **[Caller ID Name (CNAM)](/docs/voice/brand-your-calls-using-cnam)**: Display your business name on recipients' mobile phones or landlines. ### Advanced connectivity and event streaming * **[SIP for Programmable Voice](/docs/voice/api/sip-interface)**: Use your existing SIP communications infrastructure with Twilio. * **[Bring Your Own Carrier (BYOC) Trunking](/docs/voice/bring-your-own-carrier-byoc)**: Connect your own carrier and phone numbers to the Twilio platform for voice calls. * **[Event Streams](/docs/events)**: Get a unified event stream and have it piped directly into your data infrastructure. ## Plan and build Learn how to plan and build standalone, functional Twilio Programmable Voice components. Combine components to create an outbound call center. ### Basic * **[Make outbound phone calls](/docs/voice/tutorials/how-to-make-outbound-phone-calls)**: Call recipients and use the `` TwiML verb to play a text-to-speech message on an outbound call. * **[Gather user input](/docs/voice/tutorials/how-to-gather-user-input-via-keypad)**: Use `` to let callers navigate menus with their keypad. * **[Record calls](/docs/voice/tutorials/how-to-record-phone-calls)**: Capture audio from calls for quality assurance or compliance. * [Record single side of a call](/docs/voice/tutorials/how-record-single-side-call). * **[Collect payments with Stripe](/docs/voice/tutorials/how-capture-your-first-payment-using-pay)**: Use the `` TwiML verb to securely collect payment information from callers. * [Use a generic pay connector](/docs/voice/tutorials/how-to-capture-payment-during-a-voice-call-generic-pay-connector). * **[Conference Calling](/docs/voice/tutorials/how-to-create-conference-calls)**: Host multi-party calls. ### Advanced * **[Build IVR phone trees](/docs/voice/tutorials/build-interactive-voice-response-ivr-phone-tree)**: Create more complex menus to route callers to the right department. * **[Detect answering machines](/docs/voice/answering-machine-detection)**: Determine if a human or machine answered the call, and adjust your flow accordingly. * **[Voice Recording settings](/docs/voice/recording-settings)**: Configure account-wide settings for voice recordings, including external storage and encryption. * **[Voice recording encryption](/docs/voice/tutorials/voice-recording-encryption)**: Encrypt your voice recordings with your own public key for additional security. * **[Failover Best Practices](/docs/voice/twilio-voice-failover-best-practices)**: Ensure your call center remains operational during outages. * **[Modify calls in progress](/docs/voice/tutorials/how-to-modify-calls-in-progress)**: Redirect or update active calls programmatically. * **[Share information between your applications](/docs/voice/how-share-information-between-your-applications)**: Pass metadata between your backend and client-side applications using custom parameters at call connection time. * **[Emergency Calling](/docs/voice/tutorials/emergency-calling-for-programmable-voice)**: Connect callers to emergency services. * [Emergency Calling for SIP Interfaces](/docs/voice/sip/emergency-calling). * **[Set up Media Streams](/docs/voice/media-streams)**: Use your own infrastructure for transcription and analysis. * [Media Streams WebSocket messages](/docs/voice/media-streams/websocket-messages). * [Consume a real-time Media Stream](/docs/voice/tutorials/consume-real-time-media-stream-using-websockets-python-and-flask): Learn how to consume a real-time Media Stream using WebSockets, Python, and Flask. #### Trusted calling **Set up trusted calling**: Increase call transparency and trust by displaying your info on recipients' phones. * [US Basic Branded Calling](/docs/voice/branded-calling/us-basic): Display a verified name on mobile phones. * [US Enhanced Branded Calling](/docs/voice/branded-calling/us-enhanced): Display a verified name, company logo, and call reason on mobile phones. * [Caller ID Name (CNAM)](/docs/voice/brand-your-calls-using-cnam): Display your business name on recipients' mobile phones or landlines. #### Advanced connectivity **SIP for Programmable Voice**: Connect your SIP-enabled equipment to the Twilio platform for outbound calls. #### CLICK TO EXPAND * [Getting started with SIP](/docs/voice/sip/quickstart) * [Route calls to your SIP network](/docs/voice/tutorials/how-to-route-calls-to-your-sip-network) * [SIP and TwiML interaction](/docs/voice/api/sip-twiml) * [Use a private SIPconnection with Twilio Interconnect](/docs/voice/api/sip-interconnect) * [Encrypt SIP calls with Secure Media](/docs/voice/api/secure-media) * [SIP security best practices](/docs/voice/api/sip-security) ## Troubleshoot Troubleshoot issues with outbound call centers. #### CLICK TO EXPAND * [Voice Insights FAQs](/docs/voice/voice-insights/frequently-asked-questions) * [Answering Machine Detection FAQs](/docs/voice/answering-machine-detection-faq-best-practices) * [Troubleshooting voice calls](/docs/voice/troubleshooting) * [Invoice and call log discrepancies](/docs/voice/why-doesnt-my-invoice-match-what-i-pull-from-the-call-logs) ## Maintain Maintain and monitor your app and calls. #### CLICK TO EXPAND ### Basic **Set up and interpret Voice Insights**: Monitor and analyze call events, call quality, and more. * [Use the Call Insights dashboard](/docs/voice/voice-insights/call-insights-dashboard) for a comprehensive overview of your voice communications performance. * [Subaccounts Call Insights dashboard](/docs/voice/voice-insights/subaccount-call-insights-dashboard) * [View the Call Summary](/docs/voice/voice-insights/call-summary) to view call metadata, connection parameters, and quality indicators for every call. * [Use the Conference Insights dashboard](/docs/voice/voice-insights/conference-insights-dashboard) to monitor and analyze the quality of your conference calls. * [View the Conference and Participant Summary](/docs/voice/voice-insights/conference-participant-summary) to view metadata, connection parameters, and quality indicators for conference calls and participants. ### Advanced **Advanced Voice Insights**: Use advanced features to gain deeper insights into your voice communications. * [View Trust & Engagement Insights](/docs/voice/voice-insights/voice-insights-trust-engagement-insights): Monitor and improve the trust and engagement factors that determine whether recipients answer calls. * [Set up Event Streams for Call Insights](/docs/voice/voice-insights/event-streams/call-insights-events) or [Event Streams for Conference Insights](/docs/voice/voice-insights/event-streams/conference-insights-event): Get a unified event stream and have it piped directly into your data infrastructure. * Enable [Advanced Voice Insights features](/docs/voice/voice-insights/advanced-features) and the [Voice Insights Intelligent Discovery AI Assistant](/docs/voice/voice-insights/voice-insights-intelligent-discovery-ai-assistant) for more nuanced insights. **Track usage, costs, and application health**: Monitor usage and costs in the Console, through the API, or with Datadog, and set up alarms for application errors. * [Track usage, costs, and application health](/docs/voice/guides/track-usage-costs-health): Monitor usage and costs in the Console, through the API, or with Datadog, and set up alarms for application errors.