A common misconception that most organizations believe would be that if their business only has network monitoring solutions in place, they don’t need to test the audio quality of their numbers. This isn't the case.
Organizations frequently monitor what happens on their own network infrastructure, but do not have any visibility of what happens outside of the network as calls are passed through different carriers. Poor audio quality placed in an excellent network will still cause a customer to experience poor audio. Testing your numbers and not just your network can provide you an end-to-end overview of the network. Our platform records every test call and you have full knowledge into the customer's experience, as well as how often calls drop due to communication or audio issues. Armed with these insights, corrective decisions can be made to improve your service.
One of the biggest problems with testing telecoms infrastructure is the availability of an objective metric to measure performance. A lot of organizations use monitoring tools that look at certain network parameters such as bandwidth, packet loss, latency, and jitter. Based on these parameters, they will assume a certain audio quality, generating a mean opinion score (MOS). These are misleading as they are analyzing network details rather than audio characteristics.
Spearline’s in-country servers replicate the customer dial path and we use tools that focus on audio characteristics such as audio sharpness, distortions, background noise, call volume, and clipping. Our platform generates an International Telecommunication Union (ITU) industry-standard PESQ (perceptual evaluation of speech quality) score, which is an objective score of audio quality rather than the subjective MOS scoring.
One of the most benefitcial aspects about Spearline number testing is your organization has the ability to proactively identify and resolve any issues with your numbers before your cutomers realize. The Spearline Platform generates alerts for every failure, which means organisations can resolve and fix the issue before customers are affected. Each failure alert is verified by our testing support team, so our customers are assured every alert is genuine and actionable.
There are many companies that provide tools to measure audio quality. However, in the case of Spearline, measurements are taken using in-country calls and the quality is benchmarked against a data set of millions of tests to date. The tests give an accurate reflection of the customer–contact centre interaction from an audio quality point of view, including recordings of each and every test made. Every test is automatically scheduled, cloud-based and have a reporting system that can be tailored to each company’s requirements.
In addition, Spearline offers a complete managed service including, testing, reporting, fixing and maintenance advice in order to maximize quality across your entire system wherever you are in the world.
Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries. It's time to start testing your numbers TODAY.
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To find about more about the range of test types we have available that can monitor your numbers for connectivty and audio quality, please check out our test types page.
Spearline is a technology company that proactively tests toll and toll-free numbers for connectivity and audio quality globally. It enables organizations to provide uninterrupted services to customers around the world. For further information, or if you have any further questions .