What is voice quality testing?

Voice quality testing is the process of measuring and validating the audio experience across a customer call path, including carrier performance, IVR audio, transfers, agent connections, latency, jitter, packet loss and overall call clarity.

How does Klearcom test voice quality?

Klearcom tests voice quality by replicating real customer call paths from outside the network and monitoring audio performance across carriers, IVRs, transfers and agent connections using automated, non-intrusive testing.

Can Klearcom identify where voice quality issues occur?

Yes. Klearcom helps pinpoint whether voice quality issues occur at the carrier, IVR, contact centre, transfer or agent level, giving teams clearer insight into the source of audio degradation.

What causes poor voice quality in contact centres?

Poor voice quality in contact centres can be caused by bandwidth limitations, codec differences, latency, jitter, packet loss, carrier routing issues, network congestion, IVR audio degradation or problems within the contact centre environment.

Does Klearcom require installation to test voice quality?

No. Klearcom is a cloud-based voice quality testing solution that requires no installation into existing infrastructure. Businesses can begin testing using their customer-facing numbers.

Why is local voice quality testing important?

Local voice quality testing is important because call quality can vary by country, carrier, route and network condition. Testing from local in-country locations helps businesses understand the real experience customers receive.

How does voice quality testing improve customer experience?

Voice quality testing improves customer experience by identifying audio degradation, latency, jitter, packet loss and connection issues before they affect customers, helping teams reduce complaints, improve service quality and protect brand reputation.

Can Klearcom benchmark carrier performance?

Yes. Klearcom can help businesses assess and benchmark telecom carrier performance across countries, routes and individual lines, supporting better visibility into provider performance and service quality.

Voice Quality Test

Voice Quality Impact

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.

Voice Quality Assurance

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.

Functional testing

Regression testing

Load testing

Cloud-Based Deployment

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 your customer conversations are delivered with the quality and consistency your customers expect.

No installation

Cloud-based

Fast onboarding

Existing infrastructure

Voice Quality Monitoring

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 third 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.

Global Visibility & Benchmarking

Complete, Real-Time Visibility Worldwide

Klearcom replicates the customer experience from outside your network, providing real-world visibility into carrier, IVR, and contact center performance. This approach helps identify routing, number, and audio quality issues before they impact customers, reducing complaints and protecting customer satisfaction.

Powered by Klearcom's proprietary NVQA neural network technology, organizations can measure audio quality using a non-intrusive methodology that reflects actual customer conditions. Unlike traditional testing methods, NVQA validates the complete customer journey from carrier performance through to IVRs and agents.

With millions of telecom performance data points, Klearcom enables benchmarking against competitors across countries, carriers, and individual numbers, providing actionable insights to improve customer experience and telecom performance.

Voice Quality Assurance

Protect Your Brand With Proactive Voice Quality Testing

Consistent voice quality is critical to delivering exceptional customer experiences. By proactively monitoring voice quality, organizations can identify issues early, reduce customer frustration, protect brand reputation, and maintain high service standards across every customer interaction.

With the world's largest automated telecom testing network and a 100% non-intrusive approach, Klearcom enables global voice quality testing without installations or infrastructure changes. Our cloud-based platform allows organizations to begin testing across 100+ countries within minutes while reducing mean time to resolution (MTTR) when issues occur.

Early Issue Detection

Be the first to identify voice quality issues across every stage of the customer journey. Proactive monitoring helps teams take ownership of problems before they impact customers.

Rapid Corrective Action

Quickly reroute voice services and implement fixes when issues arise, helping maintain service continuity and reducing customer disruption.

Efficient Troubleshooting

Eliminate guesswork and accelerate issue resolution with real-world testing data that helps pinpoint the root cause of intermittent problems.

Performance Monitoring

Continuously measure key telecom performance indicators including call connection, post-dial delay, audio quality, DTMF, speech recognition performance, and IVR functionality.

Proactive Voice Quality Monitoring

Early Issue Detection & Resolution

Proactively identifying and resolving voice quality issues is essential to delivering a seamless customer experience. Delayed detection can negatively impact customer satisfaction, increase operational disruption, and damage brand reputation.

Klearcom provides frequent, automated voice quality testing across global carriers and contact center environments, delivering early warning of emerging issues. Comprehensive call detail records and performance insights help teams quickly pinpoint root causes, accelerate investigations, and reduce mean time to resolution (MTTR).

Reputation & Customer Experience

Brand Protection

Voice quality plays a critical role in shaping customer perception. Deteriorating call quality, audio degradation, and poor customer interactions can quickly damage brand reputation and negatively impact the overall customer experience.

Klearcom provides real-time visibility into voice quality performance, enabling teams to identify issues as they emerge and take corrective action immediately. With the intelligence to optimize call routing and proactively manage performance, organizations can protect their brand reputation and consistently deliver high-quality customer experiences.

Carrier Performance Monitoring

Assess Telco & Carrier Performance

Organizations depend on telecom carriers to deliver reliable voice services, yet many lack visibility into how those carriers actually perform. Without independent testing, it can be difficult to identify performance issues that affect customer experience and call quality.

Klearcom provides real-time insight into carrier and network performance, helping organizations identify issues across multiple voice routes and providers. Test every route, benchmark carrier performance, make informed routing decisions, and hold providers accountable to their Service Level Agreements (SLAs) with objective performance data.

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.

Are Voice Quality Issues Impacting Your Customers?