Nowadays we take for granted how easy it is to make a phone call. We carry mini computers in our pockets that can contact any place in the world in real-time with a phone call or over the internet. Yet, with all that power we still end up with poor call quality all the time.
This is kind of ironic because it’s easier than ever to make phone calls, yet all that technology doesn’t guarantee a better calling experience.
Behind the scenes, telephony is incredibly complicated.
If you’re getting a lot of poor quality calls coming in, it’s good to know why.
Mobility is one the reasons why we rely on mobile phone so much. However, this same mobility can contribute to poor call quality.
When someone places a call on a mobile phone the first the radio in the phone does is contact their provider’s nearest phone tower. These phone towers handle tons of calls around the clock, but they only have a limited amount of bandwidth. So, once the call hits the tower, the tower determines how much bandwidth to allocate for the transfer of voice data.
Cell phone towers only have so much bandwidth to allocate so they tend to be conservative when doling it out. Video, for example, tends to be a higher priority than voice for providers. Video eats up a lot more of that finite bandwidth, too.
It seems that before anyone even begins dialing that they’re behind the 8-ball.
This bandwidth decision is important because it affects how much compression is used on the audio for that call. A number of different audio codecs exist to perform this compression. One common codec is the Adaptive Multi-Rate (AMR) audio codec. This codec has several different compression rates it can use on a given call. The codec chooses the level of compression based on how much bandwidth is available from the tower handling the call.
If the tower is busy when the call is placed, the audio for that call will have more compression, which reduces the quality of the call. Also, once the compression level is established it’s set for the rest of the call. It doesn’t matter if more bandwidth becomes available during call.
Any problems that arise at this point in the phone call are near-end issues because they occur close to the point of origin.
It’s worth pointing out that calls made from landline phones (including SIP or VoIP) tend to not have these issues because they don’t face the same bandwidth challenges with respect to cell phone towers.
Once the tower figures out the bandwidth issue, it then connects the call to the PSTN. The call moves through the PSTN to the destination point. In the case of a Plum Voice IVR app, that would be one of our data centers.
Our data centers are built specifically to handle high phone call volumes. We only use Tier 1 telecom to ensure that everything on our end is of the highest quality.
None of our components are wireless or rely on cell phone towers so we can ensure that incoming calls have the bandwidth necessary for clear phone calls.
If, for some reason, an issue occurred with one of our data centers that affected customer call quality then this would be considered a far-end issue because it happens far away, downstream from the origination point of the call.
If customers complain about call quality, you want to determine if this is a near- or far-end issue. An easy test would be to have callers try again from a landline. If this does not reproduce the call quality issues, then it was probably a near-end issue. Most of the time, call quality problems are near-end issues stemming from calls placed on a mobile device.
If the problem persists when calling from a landline, there may be a far-end issue. If you’ve ruled out a near-end issue and suspect a problem on our end, contact Plum support.
Publish Date: June 7, 2018 5:00 AM
2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.
Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.
A screen does not only mean a large plas...
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CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|3.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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|4.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
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CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
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Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
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CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|13.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
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Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
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With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.
*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
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*Can also assist in ensuring access level compliance...
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.
Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.
Key the activities involved:
Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
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Measuring the consumer sentiment
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
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