Customer case study Zoom Video Communications: Maintaining the top spot

 

Zoom is the leader in modern enterprise video communications, with an easy, reliable cloud platform for video and audio conferencing, chat, and webinars. They pride themselves on providing flawless video, clear audio and instant sharing.

Zoom is consistentely ranked #1 in customer reviews for video conferencing and meeting software and companies like Sonos, Zendesk and Box rave about their quality.

 

The challenge

Zoom are a global brand, with local access numbers for dialling in to conferences all over the world. For a company that prides itself on high quality, it's imperative to be able to check the quality that global customers are experiencing when they call in via those local access numbers. Yet it is impossible to dial in to in-country toll free access numbers from outside the country in question.

Zoom needed to be able to proactively monitor and check that their access numbers are connecting for their customers, and, importantly, delivering the high quality that their customers praise them for.

 

The solution

"Zoom Video has chosen Spearline to implement automated testing functionality for our global PSTN access numbers. Spearline performs verification of Zoom's numbers in many countries and generates pro-active alerts when any issue is identified. 

Spearline gives us a very flexible dashboard with a user-friendly interface for managing our numbers and scheduling exactly when our tests get run," says Arnie Chencinski, Senior Voice Network Engineer at Zoom.

To maintain their high standards of quality, and ensure they remain key leaders in their field, Zoom use Spearline Automated to schedule regular testing of their global access numbers, with the facility to amend their testing programmes, including frequency and time of testing, at any time.  

I now see objective voice quality PESQ scores on every number we test - visibility I didn't have before we started Spearline. I'm also able to quickly access voice quality scores for each country and number by date & time of test along with listening to the actual call recording file. Using Spearline has given me a powerful new tool for troubleshooting customer problem reports. It’s also been great to generate detailed info when I need to provide call examples to our telephone carriers so we can get issues corrected before they impact our customers.

Most important, everybody we work with in Spearline’s Account and Support teams has been extremely responsive and helpful in getting Zoom's testing environment running reliably. They've provided training and documentation to bring our Engineers up to speed quickly and effectively apply the Spearline toolset.

Arnie Chencinski, Senior Voice Network Engineer

Benefits

By testing their numbers in this way, Zoom are:

- Identifying issues before there’s a large impact on customer experience

- Reducing the time spent on troubleshooting and resolving problems using detailed call records

- Proactively managing providers to ensure they’re providing the best quality service, using insights on audio quality and country-by-country benchmarking

- Increasing up-time and audio quality across their external network, leading to improved customer experience

- Evidencing their call quality and connection success to customers using independent and objective measures

A final word

Arnie says, "Spearline notifies us of any potential issue before our customers do."

In a highly competitive conferencing industry, Zoom clearly sees the value in Spearline's service solutions.

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