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Klearcom Ensures CHEMTREC’s Global Call Quality with Zero Integration

CHEMTREC

CHEMTREC, a global leader in the emergency call center sector for the chemical industry, operates 24/7, 365 days a year. Their critical role involves handling emergency calls for chemical spills anywhere in the world.

To meet the high standards required for emergency communications, CHEMTREC needed a robust SaaS solution to ensure constant uptime and high-quality call performance across its global phone number network, without system integration or modification of live IVR environments.

Challenge: Manual, reactive phone number monitoring was inadequate for emergency communication standards.

Solution: Real-time, non-intrusive call quality testing and monitoring with zero system integration.

Results: 99.9% call uptime success rate, IVR validation in 100+ countries, and 0% service drop during cloud migration.

350+

Numbers tested automatically, including 100+ international

100+

Countries covered for local number and IVR validation.

99.9%

Higher contact center uptime through proactive resolution.

0%

Service drop migrating to a cloud-based system.
 

Background

As an organisation responsible for emergency response communications, CHEMTREC must ensure that every call is delivered clearly, reliably, and without interruption. Any degradation in call quality or connectivity could have serious consequences.

CHEMTREC required a solution that could provide continuous assurance of call quality across its global footprint, while complying with regulatory constraints and operational requirements specific to emergency communications.

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Background

As an organisation responsible for emergency response communications, CHEMTREC must ensure that every call is delivered clearly, reliably, and without interruption. Any degradation in call quality or connectivity could have serious consequences.

CHEMTREC required a solution that could provide continuous assurance of call quality across its global footprint, while complying with regulatory constraints and operational requirements specific to emergency communications.

 

Challenge

CHEMTREC’s existing approach to monitoring phone numbers was manual and reactive, typically carried out on a weekly or bi-weekly basis. This approach was insufficient for emergency communication standards, where real-time visibility is essential.

CHEMTREC needed a solution that could:

  • Test the actual customer call path, rather than dummy or simulated paths

  • Provide real-time, non-intrusive testing

  • Operate without system integration

  • Comply with regulations that prohibit IVR modifications

Meeting these requirements while maintaining uninterrupted emergency services made the challenge particularly complex.

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Solution

After evaluating several solutions, CHEMTREC selected Klearcom for its unique capabilities.

Klearcom is the only company able to test the actual customer call path and report on audio quality without requiring PESQ or POLQA files. This non-intrusive, integration-free approach was critical for CHEMTREC, enabling real-time insight into call quality without altering live systems.

By deploying Klearcom’s SaaS platform, CHEMTREC transitioned from reactive monitoring to continuous, automated call quality assurance.

Implementation

Klearcom’s solution enabled CHEMTREC to automate testing of connectivity and call quality across all phone numbers globally.

The platform provided:

  • Automated testing of real customer call paths

  • Detection of call quality issues such as jitter and packet loss

  • Real-time alerts for immediate response and resolution

  • Quantifiable performance data, including MOS scores and call success rates

This data allowed CHEMTREC to quickly identify issues and hold carriers accountable using objective, measurable evidence.

In addition, Klearcom’s Client Operations team provided immediate assistance, swiftly diagnosing and resolving issues as they arose. CHEMTREC also benefited from Klearcom’s 24/7/365 NOC team, which continuously monitored alerts and ensured thorough verification at all times.

 

Impact

Klearcom’s tools and team have proven indispensable to CHEMTREC, reinforcing the importance of advanced technology and strong partnerships in high-stakes environments.

This collaboration has transformed CHEMTREC’s operations, ensuring optimal performance and reliability across its emergency communication systems and strengthening its position as a trusted global leader in the chemical industry.

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Conclusion

This partnership highlights Klearcom’s critical role in supporting Pfizer’s global IVR migration. By mapping and addressing IVR issues, validating migration accuracy, conducting thorough load testing, and ensuring ongoing compliance, Klearcom enabled a seamless transition to new systems.

The project underscores the importance of a proactive, non-intrusive approach when managing large-scale IVR migrations in complex global environments.

At a Glance

  • 99.9% call uptime success rate

  • Local number and IVR validation across 100+ countries

  • 0% service drop during migration to a cloud-based system

 

“Seeing CHEMTREC leverage our technology to achieve 99.9% uptime and improve their global call quality is exactly why we do what we do.”
Christine Ramsey
Christine Ramsey

Head of Client Operations, Klearcom

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“Klearcom ensures CHEMTREC's global emergency call center operates flawlessly 24/7”

“CHEMTREC chose Klearcom for its ability to test real customer call paths in real-time without requiring system integration. This proactive monitoring ensured compliance with emergency communication standards and uninterrupted service worldwide.“

Tarn Jones

- Chemtrec

CHEMTREC

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