Are Voice Quality Issues Impacting Your Customers?

Identify critical global outages across your full customer call path

Test your contact center voice quality

Through the use of the Klearcom platform your will have the ability to test IVR reachability, audio quality and IVR transcription in a single test:

Klearcom ensures that no matter where the customer journey starts to where the customer journey ends, you will have visibility of each leg of the experience and the assurance your customer experience is to the highest expected standard.

The availability of your customer facing IVR

The call quality of each leg of the journey

Full transcription of each leg on your IVR

The ability to triage and troubleshoot each link in the chain

Get complete, real time visibility of your customer experience worldwide, with always-on automated testing

Voice Quality Testing

Ensures:

You can test all of your global customer facing IVR's from the outside-in and replicate your customer experience

Non intrusive call quality measurement solution ensuring a seamless integration with global validation

You get detailed call records ensuring your carriers deliver on their SLAs

Localized Testing

Ensures:

You are first to know if there are any quality issues at each leg of the journey, forcing ownership

You can take evasive action by re-routing your voice services to another contact center

You take the guesswork and time delay out of troubleshooting intermittent problems

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Measure and monitor key performance indicators

Call connection

Post dial delay

Audio quality

DTMF and Voice performance

IVR functionality

So why should you test for voice quality issues?

In the best best case scenario, your customer are able to resolve any issues, tasks or questions using your "self-service channels". However, failing that, customers call your IVR and transfer to a live agent. At this point, it's crucial that the experience with your agent is a good one. Companies need to be assured that they're able to identify any voice quality issues before their customers come across them. Testing voice quality is a challenge for contact centers due to the wide range of factors that affect voice quality. There's complexity added due to both software and hardware, networks, and resources such as IVRs and phone environments. The quality of voice networks and high volume of calls can further diminish voice quality. Some of the issues you need to be aware of- and monitor are: - Codecs compressing and decompressing the voice signal - Excessive transfers resulting in volume loss with each transfer - The caller’s voice network provider delivering a poor cell signal depending on location - Bandwidth constraints that can result in packet loss and jitter (voice signal breaking up), low volume, echo and more. Considering the potential negative impact of these issues, and the complexity of your contact center environments, you need ways to test voice, and identify the root cause of your issues. With Klearcom you get automated functional testing, regression testing, and the capability to conduct load testing if needed.

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