Voice Quality Test
Are Voice Quality Issues Impacting Your Customers?
Inconsistent voice quality across your customer call path is negatively impacting your customers’ experience. Klearcom provides complete, real-time visibility of your customer experience worldwide with always-on automated testing.
Voice Quality Test
Are Voice Quality Issues Impacting Your Customers?
Inconsistent voice quality across your customer call path is negatively impacting your customers’ experience. Klearcom provides complete, real-time visibility of your customer experience worldwide with always-on automated testing.
Impact of Poor Voice Quality:
Voice quality issues can be a significant challenge for contact centers. The complexity of factors affecting voice quality, including Bandwidth optimisation, Codec differentiation Latency, and Jitter can cause speech distortion. This speech distortion will in turn have a significantly negative impact on your customer’s experience, leading to both revenue loss and a significant impact on brand reputation.
Given the potential negative impact of these issues and the complexity of contact center environments, it’s crucial to have a reliable solution for testing and identifying the root cause of voice quality issues. Klearcom NVQA (Neural Voice Quality Algorithm) and trend reporting ensure you are first to know when audio distortion is present, whether this is at the Carrier level or within your contact center.
Codecs
A codec (coder-decoder) is used to compress and decompress voice data. Different codecs vary in how efficiently they compress data and in the quality of the sound they produce. Some codecs are optimized for higher quality, while others are designed to use less bandwidth.
Bandwidth
The amount of data that can be transmitted over a network connection in a given amount of time. Higher bandwidth allows for better voice quality, as more data (and thus more detail in the voice signal) can be transmitted.
Latency
This refers to the delay between the sender speaking and the receiver hearing the voice. Lower latency means less delay and better synchronization in conversation, which improves the perceived voice quality.
Packet Loss
This occurs when voice data packets are lost in transmission. Packet loss can lead to gaps in audio or choppy voice quality. Effective network management can help minimize packet loss.
Why Test for Voice Quality Issues?
In the best-case scenario, customers resolve their issues through self-service channels. However, when they need to connect with a live agent, it’s crucial that the experience with your agent is seamless. Companies must identify voice quality issues before customers encounter them.
Klearcom offers automated functional testing, regression testing, and load testing capabilities to address these challenges effectively. With Klearcom, you can ensure that your customer interactions are of the highest quality, reducing the negative impact of voice quality issues.
No Installation Required, Cloud-Based Solution
Klearcom’s solution is entirely cloud-based, requiring no installation with your existing infrastructure. All you need to get started is a list of your numbers, making it a hassle-free experience.
Are you ready to uncover all the audio-quality blind spots you haven’t been able to identify before? Contact Klearcom today to ensure
Test Your Call Path Voice
Quality
With the Klearcom platform, you can test your contact center’s voice
quality comprehensively. Here’s how Klearcom addresses your pain points:
Carrier Performance Testing
With Klearcom NVQA, identification audio quality challenges at the carrier level are identified and triaged from the outside, locally in over 100+ countries. This ensures you’re first to know before customers complain.
Contact Center Quality Validation
On average over 60% of call quality issues reside within the contact center, whether these are internal or external transfers, with Klearcom NVQA you can validate every leg of the customer call path in minutes.
Agent Quality and Response
Quality challenges can occur at every level of your customer interaction, the most costly are when your Agents are impacted. With non-intrusive audio quality testing, Klearcom ensures your agent’s performance is always optimal.
Full Call Path Testing
Whether call quality issues reside at the carrier, IVR, Agent, or their party transfer level, Klearcom single platform, non-intrusive NVQA testing pinpoints the exact location of audio degradation and provides you with a wealth of CDR’s to triage instantly.
Complete, Real-Time Visibility Worldwide
Klearcom testing replicates the customer’s experience from outside the network, providing insights into what happens as calls pass through various carriers. This approach ensures Early Identification of Issues. With Klearcom you can identify issues with numbers and audio quality before your customers do, helping to prevent customer dissatisfaction and potential churn.
Through the self-trained neural network algorithm NVQA Klearcom provides an objective metric for audio quality which is more reliable than intrusive methods such as PESQ / POLQA which do not replicate a live customer environment. This non-intrusive method validates the same customer call path, from carrier performance, all the way through IVR’s within the contact center and down to end agents if required.
Now imagine having all this rich data and being able to benchmark your telecom performance against your competitors. Klearcom allows you to benchmark your performance against competitors on a country-by-country basis and even down to an individual line’s performance. Courtesy of Klearcom’s millions of data points, you can validate all of this rich information instantly.
So what does this mean for customers globally? Testing voice quality ensures you can proactively ensure you retain your brand reputation, through frequent testing this allows for early detection of voice quality issues, which is crucial for maintaining a high standard of customer service. This type of proactivity will also reduce the mean time to resolution (MTTR) for any issues that arise.
With the world’s largest global automated testing and being 100% non intrusive (No installations required). Klearcom’s cloud-based platform ensures you can start testing globally within minutes.
Localized Testing for Rapid
Issue Resolution
Localized Testing Ensures:
Early Issue Detection
Be the first to know about quality issues at each leg of the customer journey, taking ownership.
Evasive Action
Quickly re-route your voice services to another contact center if issues arise.
Efficient Troubleshooting
Eliminate guesswork and reduce time delays in resolving intermittent problems.
Performance Monitoring
Measure and monitor critical performance indicators, including call connection, post-dial delay, audio quality, DTMF and voice performance, and IVR functionality.
So Why Test Voice Quality With Klearcom?
Early Issue Detection and Resolution
Proactively identifying and addressing voice quality issues is crucial to ensuring a seamless customer experience. Delayed issue detection can harm your brand and customer satisfaction.
Klearcom provides frequent, proactive voice quality testing, ensuring early warning of issues. Our solution comes with comprehensive call detail records, allowing you to pinpoint issues, investigate more quickly, and reduce your mean time to resolution.
Brand Protection
Deteriorating voice quality can tarnish your brand’s reputation, leading to a poor customer experience.
Klearcom empowers you to be on top of voice quality issues as they occur. With the intelligence to make adjustments to voice call routes on-the-fly, you can proactively manage and protect your brand’s reputation.
Assess Telco/Carrier Performance
Businesses rely on telecom carriers to provide a certain level of service, yet they often lack visibility into their carriers’ true performance.
With Klearcom you can spot issues immediately, even within large networks with multiple potential routes for voice calls. This allows you to test all routes, rank the performance of your providers, and make informed choices on telcos and routes. Klearcom holds your carrier accountable for performance, ensuring they meet their Service Level Agreements (SLAs).
Objective Audio Quality Scores
Klearcom provides MOS scores to precisely gauge voice quality performance in real time.
Enhanced Customer Experience
Demonstrating your commitment to Customer Experience (CX) by ensuring voice quality meets the highest standards.
Localized Testing for Global Numbers
Proactively monitor the availability and quality of your global toll and toll-free numbers, gaining real-time alerts on customer-impacting issues.
Comprehensive Performance Monitoring
Measure and monitor key performance indicators, including audio quality, post-dial delay, DTMF functionality, IVR response, and connection success or failure.
