Call quality testing and monitoring provide insight into your contact center’s call quality and performance.
Call quality testing and call quality monitoring mean many things to many people. It means testing and monitoring the audio quality of incoming and outgoing calls, testing and monitoring the functionality and operability of IVRs and end-to-end testing and monitoring of webRTC applications.
No matter your setup and infrastructure, high customer satisfaction levels depend on your complete understanding of your customer’s experience with your service. And the only way to achieve this is by implementing a comprehensive campaign of call quality testing and call quality monitoring – your divination device for complete call quality insight.
Let’s take a look into the crystal ball.
Running the numbers
You don’t want to be the last one to know that there is a call quality issue with your service. When it comes to fixed line and cellular call quality, you need to experience calls firsthand, just as your customers do, and in real time.
In our experience, it is best to take a holistic approach to your call quality testing and call quality monitoring; testing and monitoring your DTMF functionality and CLI presentation, along with post-dial delay and every other factor that can possibly affect call quality.
At Spearline, our Voice Assure suite of call quality testing tools provide automated in-country testing across 80 countries worldwide, and interstate testing across both the USA and Canada.
Our automated, always-on testing solutions originate calls to your chosen destinations in real-time, providing you with accurate recordings of your calls. Detailed reports are available through our powerful platform, enabling you to dissect audio quality with the help of PESQ audio scores. You can also schedule your testing campaigns and real-time alerts for issues and identify follow-up testing needs from your personalized dashboard.
Our Voice Assure Realtime tool, meanwhile, provides you with on-demand access to call quality testing that puts you firmly in the driving seat. With Voice Assure Realtime, your support/development teams can immediately triage specific issues as needed in over 80 countries worldwide and key locations across the USA and Canada, bubbling up Call Detail Records (CDRs) and event recordings for any incidents.
With options such as latency testing, connection testing, conference testing, voice quality testing, SIP route testing, and fax and SMS assure- our Voice Assure testing suite will provide you with a genuine, realtime insight into your call quality as your customers experience it.
Good robot
Cleverly designed and smartly deployed IVRs are an indispensable part of the contact center landscape. But there is a huge onus on us to test our IVRs and ensure they behave as we expect and our customers demand.
When good IVRs go bad, you get incomplete call connections, unnecessarily complex and outdated messaging, poor audio quality, and inaccurate information with erroneous redirection options – yuck!
To ensure the highest call quality standards, you must put your IVR through its paces. Our IVR testing tool does just that. Our automated mapping feature will verify your customer call flows across the globe using in-country network operators, while our IVR transcription feature will automatically transcribe your audio and provide you with a complete map illustrating the point at which each IVR prompt was present. You can access this data on your personalized dashboard, helping you to quickly locate and repair any IVR faults before they impact your customer. And with our customizable scheduling feature, you can map your IVR flows at times that suit your service, inside or outside of regular working hours, according to your cadence.
The tangled web
Customers are progressively choosing webRTC avenues for sales and support over the more traditional contact center channels. Those of us who have already moved to the dark side (or the light side, depending on your viewpoint!) know the myriad benefits of connected, multimedia, webRTC customer experiences and unfortunately, are all too familiar with the difficulties in sustaining them. webRTC requires a continuous, committed adherence to real-time WebRTC testing and WebRTC monitoring to ensure high call quality standards.
It doesn’t have to be a slog, however. Spearline’s testRTC, webRTC testing and monitoring platform, can help take the pain out of the process by automating your webRTC testing and monitoring for you.
Our testingRTC tool automates browsers on demand and at scale, simulating real users from various locations worldwide, running on various networks. The highly visualized, comprehensive results help you to debug, validate and optimize your application efficiently. We provide you with the mechanisms to help with configuring network conditions dynamically, design message-passing processes, and establish synchronization across browsers. Whether it’s Stress, Regression, Performance, or Network, testingRTC has your testing needs covered.
Our qualityRTC tool carries out a battery of completely configurable tests to help you to understand your customer’s network configurations and address any call quality issues. qualityRTC integrates with your backend infrastructure, greatly reducing the handling time for network issues – you’re up and running in no time.
watchRTC, our passive call quality webRTC monitoring tool, facilitates round-the-clock, real-time monitoring of your webRTC application. The abundance of data the tool collects helps to pinpoint and triage call quality problems immediately. Using the data watchRTC collects, our early warning system can set thresholds and notification parameters on call quality, so you have 24/7, 365 peace of mind.
Call quality fortune telling
Whether it be fixed/cellular calls, webRTC calls, or IVR calls, the simple fact is that the only true way to predict call quality fortunes is through rigorous call quality testing and call quality monitoring.
Rigorous, continuous, real-time call quality testing and monitoring processes help customer satisfaction and customer experiences (CX) and minimize wasted time. They can also be a catalyst for change, allowing you to spot weaknesses in your systems and locate areas for improvement. So, rather than fear the call quality testing and call quality monitoring burden, embrace it and let it help you to build customer confidence and brand loyalty.
Stare into that crystal ball and see what the future holds.