Network monitoring solutions are often believed to have all of the bases covered when it comes to monitoring and tracking the entire line of communications between a company and its customers. However, in our over 50 million test calls experience, we recognize this is not the case!
Following this, here are 5 key benefits of testing your numbers with us, that you won't get by just monitoring your network.
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.
We are working in a constantly changing environment. Customers don't phone a second time to speak about bad service, they just switch providers instantly. And if one of the figures has issues with downtime or audio quality, it will affect a significant amount of consumers, contributing to disappointment, churn, and even sales loss.
Our testing generates alerts for every failure, and each failure alert is verified by a person in our testing support team. So you can be confident that any alert is real and actionable, and will address the issue until it impacts consumers.
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.
We’ve conducted millions of test calls globally, allowing us to benchmark your customers’ experience against country averages.
This means you can see how well your numbers are performing vs. other contact centers on a country by country basis.
Number testing gives you insights into managing ongoing carrier relationships and making key routing decisions based on data on audio quality.
Audio quality, DTMF, and CLI are tested on every single route. Combined with country-by-country benchmarking data from our millions of global test calls, we allow you to make educated and responsible decisions on how your calls are being routed. In digital networks, carriers have the ability to transcode audio from excellent quality codecs such as G711 to poorer quality codecs such as G729 or GSM. Our platform measures what codec is being provided by the carrier and ensures your carrier is delivering the service you are paying for!
New to Spearline?
If you are new to Spearline and would like to find out more about how you can benefit from our platform, we would love to speak with you. Please send us a brief message, and we will be in contact with you shortly.
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 .