Blog

Monitoring VoIP QoS leads to better productivity, improved call quality and enhanced customer experience. Without one, your voice quality is likely to suffer and be less reliable, negatively impacting your customers and employees.

Alerts allow you to take immediate action to resolve problems, ensure compliance, and maintain good customer service. They save you time and energy by automatically delivering notifications to you.

If you are providing Contact Centre Solutions you need to have a way of monitoring your network and your partners’ performance to ensure the operability …

Do you ever find yourself struggling to hear clearly during important business calls? If so, you’re not alone! Let me share the most common reasons …

Contact centers typically aim to handle as many calls as possible and resolve customer issues quickly while maintaining high customer experience (CX) standards. The contact …

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 …

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 …

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. …

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, …

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, …

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, …

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 …

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 …

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 …

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 …

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.

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 …

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

If you manage a contact center, follow these three steps to ensure your agents are proactively prepared for your customers.

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 …

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 …