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Is your call center equipped for Black Friday?
If you manage a contact center, follow these three steps to ensure your agents are proactively prepared for your customers.
DTMF issues have nowhere to hide with toll free and local number testing
Contact centers and unified communications services that rely on DTMF need to know that their calls are connecting properly and that their customers are getting …
Challenges to In-House IVR Testing
As IVRs continue to permeate the communications environment, they become increasingly complex, with many options and paths branching off in different directions. The resulting warren …
Loud and clear: IVR testing tools ensure the highest quality in global customer-facing call quality
At Spearline, we recognize that Interactive Voice Response, or IVR systems are an important point of contact between you and your customers and carry the …
The Beginner’s Guide to Call Center Testing
No matter what level a call center service is at, from start-up to complete customer support powerhouse, there is one common imperative that binds them …
Provider Selection: new feature for Voice Assure Realtime
My name is Ola Budak. I am the product manager for Voice Assure at Spearline. Having worked as a solution architect for the Customer Engagement team for …
IVR, the vanguard in automated telephony mapping
What is it and how do you test it? Interactive voice response, or IVR, is an automated enterprise telephony system that uses pre-recorded messages and/or …
Real-time contact center WebRTC monitoring; smoothing the pathway to digital transformation
Digital transformation (DX) is redrawing the entire contact center map. One of the most disruptive DX trends is the shift to a seamless omnichannel customer …
Contact Center Success = great Customer Experiences (CX): Here’s how to boost your CX rep
Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Building an ecology of …
upRTC has eyes on your WebRTC Infrastructure 24/7
Do you ever find yourself up all night worrying about how your infrastructure is keeping pace with your requirements and your SLAs? Do you toss …
Build WebRTC Media Muscle
Watch for the swerve Real-time WebRTC communication has become the controlling force in communications technology and yet, somewhat ironically, there are still many WebRTC variables …
Home advantage: Self-service WebRTC support for all your connectivity and quality issues
. Home comforts As the age-old adage goes, you don’t get a second chance to make a first impression. Never was this maxim more relevant …
The Spearline network is now available in 80 countries
Welcome The Dominican Republic, Ghana, Guatemala & Côte d’Ivoire to the Spearline network! We are delighted to let you know that you can now test …
The Benefits of Diversity and Recruitment
Over the last number of years DEI has been the feature of many blogs, articles and white papers. But how does this actually impact how …
Testing times: testingRTC is the smart, synchronized, real-world scenario WebRTC testing solution for the times we live in.
If the recent seismic shift to WebRTC has taught us anything, it is this, WebRTC is tricky. Many view WebRTC as the new solution to …
The Beginner’s Guide to Voice Quality Testing
An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. ‘Sorry, …
The bird’s eye: watchRTC makes monitoring, analyzing, and vizualizing your WebRTC data a breeze
At Spearline, we’re committed to transforming the future of WebRTC testing, monitoring, and analytics. Our suite of WebRTC testing, monitoring, and analytics solutions provide a …
Don’t make these common outbound dialing mistakes
There are a number of reasons outbound call campaigns are important to contact centers. Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just …
Using the snooze alerts function on Voice Assure
Did you know you can now ‘snooze’ or stop alerts for your individual numbers? Learn about this feature here.
New from Spearline! IVR system testing
Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, it can be hard …
The importance of WebRTC monitoring for enterprises
Find out how to monitor and analyze WebRTC sessions in real-time for your WebRTC systems.