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What is Round-trip Time and How it Relates to Network Latency?

Round-trip time is an important metric that can indicate the quality of communications available between two end-points. It’s a metric that our team often discusses …

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Blog

CX – The ROI of phone number testing

Phone number testing and voice quality testing may not be familiar to some. But, to the many businesses that proactively test and monitor, the return …

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Agent Assure

Revolutionize Your Remote Call Center Operations: Introducing Agent Assure

Agent Assure is a new tool that helps call center managers and IT support teams troubleshoot internet connectivity and call quality issues for work-from-home agents. …

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IVR Testing CX
Blog

Our guide to the best IVR testing strategies to boost your CX game

Interactive Voice Response (IVR) technology is a widely used, highly effective means of automating customer contact services. It is a game changer for call centers, …

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Blog

Measuring KPIs to Improve Call Center Quality Assurance

Passing the test Call center KPI tracking often involves exhaustive call testing; voice call quality testing, call connection testing, remote agent connection testing, latency testing, …

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Alerts

Discover Spearline Interactive Alerts on Slack!

New from Spearline! Get real-time alerts straight to your Slack channel with added number history and redial functionality with Spearline’s new integration. In this blog, …

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Blog

Make call center number testing central to your quality assurance planning process

Call Quality Call center number testing is a vital component of any quality assurance planning framework The QA Mandate The overall customer journey is a …

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Blog

How and Why We Test Voice Quality In VoIP Applications

Quality rules When it comes to conversation quality, everything hinges on the quality of your audio. If your audio is poor, the chances of a …

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Blog

Testing and its impact on WebRTC

WebRTC applications are no different from other applications in the product development lifecycle. That said, understanding WebRTC and that lifecycle can greatly help us in …

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Blog

6 things I learned from our WebRTC stress testing customers

In the last 8 years I’ve been on this journey of WebRTC testing and monitoring with testRTC, I had a chance to learn a lot …

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Blog

Spearline’s look back at 2022

Over the past year, Spearline has achieved some incredible milestones. We’ve launched new products and services, expanded our reach to new markets, and continued to grow and strengthen our team.

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Blog

Our Contact Center Megatrend Predictions for 2023

What a couple of years we’ve had! Our heads are still spinning from the rapidity of the shift toward digital channel and cloud adoption, as …

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Blog

We acquired Callstats! What does that mean for the future of WebRTC monitoring?

Today, we’re announcing the acquisition of Callstats. If you aren’t aware, Callstats offers a passive monitoring solution for WebRTC applications

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Detect blind spots in telecoms networks
Blog

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.

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Blog

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 …

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Blog

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 …

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Blog

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 …

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Blog

The Beginner’s Guide to Call Center Testing

https://www.spearline.com/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 …

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Blog

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 …

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Blog

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 …

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Blog

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 …

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