SIP pitfalls and how to avoid them – Call centre tech migrations part 2

The clock is counting down on the use of legacy global telephony infrastructure and according to research, 60% of businesses have switched to VoIP, or are planning to do so.

 

Many people, like myself, have been using VoIP for years without realizing – take Skype & Webex as an example. Even teenagers (my own included) use VoIP to play Fortnite which I learned recently is powered by Vivox. Another big player in the VoIP/WebRTC space is the online gaming company Discord.

 

All the feedback and stats point to huge savings for companies moving from PSTN to VoIP/SIP, with some claiming savings of up to 50% on their ‘new’ telephone bills.

 

In summary, the traditional desk phones we are familiar with will soon become a thing of the past, along with the chunky monthly telephone bills.

 

However, based on recent research by The SIP School of companies having made the switch to VoIP, companies going down this road need to be cognizant of the performance of the new telephony infrastructure.

 

Teething problems have been experienced by companies post migration. Where problems have occurred, these are reported thus:

– 30% experienced a CODEC mismatch
– 46% experienced one way audio
– 23% experienced no audio
– 34% experienced intermittent call drops
– 40% experienced poor call quality – jitter, latency, clipping
– 17% experienced SIP server failures

 

VoIP will without doubt be the norm in the near future, however companies should consider testing and monitoring their new telephony set up to manage and avoid the potential pitfalls listed above.

 

Customers use our platform to test before and after any migration project, allowing them to benchmark performance and identify any quality or connectivity issues pre-/post- migration.

 

The benefits of our platform are not only in monitoring your numbers but we can also help you to identify positive and negative effects of technology changes associated with those numbers. This can demonstrate the performance of the new and old system and its impact on your end customer experience, for example in global contact centres.

 

It’s great to have reduced phone bills but it’s not much good if your customers can’t hear you on your new phones, especially the revenue generating ones! But with proactive testing before and after a migration, much of the risk can be avoided.

 

Find out more about proactive, automated testing of your numbers or ask for a FREE DEMO today.

Richard McDonald is an Enterprise Solutions Manager at Spearline 

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