Q&A with Ola Budak

An interview with Spearline’s Technical Solutions Architect
On Monday 17 February 2020 by Orla Clancy

 

Tell us briefly about your background.

I was working in customer services for more than a decade with a nice mixture of everything, which included reporting, forecasting, QA, technical and so on before joining Spearline.

 

What does your role as Technical Solutions Architect involve?

I am involved in the pre-sales process, as well as assisting all teams (enterprise solutions managers (ESMs), customer engagement managers (CEMs), development, product, and marketing) and existing customers, from platform training to test configurations and drafting new test type specifications.

 

Tell us a few key advantages of your role.

Some of the key advantages of my role are knowing the platform inside out and being an expert on Spearline’s full range of products and services. This enables me to communicate what we do very clearly and accurately with existing and prospective customers.

 

Other key advantages are getting to work with all the different teams and departments in the company, the ever-evolving dynamics of the role, and the best part is the satisfaction of when we are the first to identify the issue and to hear that the customer resolved it successfully.

 

How is Spearline testing different to other similar companies?

Spearline replicates the end customer experience.  We benchmark so that organizations can fairly compare how their phone numbers are performing.  They have access to the numbers and full control of how and when they want to test them. Our customers have real-time alerting – they never miss a fail, and can react right away.  There is no hardware installation required allowing big testing possibilities. There is constant coverage expansion – we currently have servers in 70 countries. We have a dedicated 24/7 support team, and assign customer engagement managers (CEMs) to customer accounts so that they can maximize the return.

 

Could you explain further why testing is important?

Let’s imagine a number is not accessible due to capacity at the same time every day and customers cannot connect to it.  This issue can be easily missed as the customer may never complain because they may never call this number again and, as a result, they will never use the organization’s service.  If companies with international contact numbers proactively monitor the performance of those numbers, they can resolve the issue before it becomes customer-impacting. As a result, organizations can deliver excellent and error-free services.  Spearline enables multinational companies to improve and transform global telecommunications to a higher level so SLA / QoS within global networks are constantly reaching high standards.

 

What test types do you offer at Spearline?

We have a wide range of test types available, and connectivity and audio quality are the most common.  To view some of our test types, click here.

 

For more, connect with Ola Budak on LinkedIn here.