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Article : Call Quality for VoIP Contact Centers

Call Quality for VoIP Contact Centers

#contactcenterworld, @CeriumNetworks

Author: Tom Woolums, Senior Technical Writer, Cerium Networks

Call quality is one of the key factors affecting customer experiences with your contact center. Technical difficulties with audio quality, such as dropouts, garbled words, freezing, chopping, intermittent delays, and crackling and popping sounds, can be annoying and make it challenging to communicate with callers. From poor connections and network congestion to outdated infrastructure and inadequate device configuration, even the most advanced VoIP contact center solutions are susceptible to numerous problems that can cause poor call quality audio.

Issues Impacting Call Quality

VoIP calls require a lot of technologies to work together effectively to deliver voice-based conversations over the internet. Analog audio has to be digitized, compressed, and broken into packets that can be transmitted over the internet, and when the packets reach their destination, they have to be decompressed, decoded and delivered in the proper order - all in real-time.

Several common issues that affect VoIP call quality, including:

  • Latency: Latency, occurs when packets take longer than expected to reach their destination

  • Jitter: Jitter occurs when packets arrive at an uneven rate.

  • Packet Loss: Packet loss occurs when packets fail to reach their destination due to transmission errors or are discarded by the system if they arrive late or contain errors.

Excessive latency, jitter, and packet loss can quickly frustrate callers and negatively impact customer satisfaction. For example, it only takes a few milliseconds of delay between the time someone speaks and the time it is heard to derail a conversation. Additionally, beyond just being an annoyance, latency, jitter, and packet loss can cause confusion and increase the likelihood of a misunderstanding between callers and contact center agents.

Causes of Latency, Jitter, and Packet Loss

A number of network factors can cause packets to get delayed, lost, or corrupted and contribute to latency, jitter, and packet loss, including:

  • Network Configuration: Configuration settings, such as packet size and buffer size, on hardware and software across your enterprise network can affect VoIP traffic.

  • Prioritization: Quality of service (QoS) settings across the entire path of the call can determine whether voice traffic is prioritized over non-real-time traffic packet.

  • Bandwidth: Insufficient network capacity and poorly performing infrastructure can contribute to bandwidth constraints that severely impact call quality.

Call Quality Analytics

Advanced call center solutions provide comprehensive call quality statistics in call data records (CDR). They feature tools for analyzing status and error codes in CDRs to identify poor call quality based on acceptable ranges of latency, jitter, and packet loss. Most of these contact center solutions offer help for interpreting the codes and understanding call flows to troubleshoot call quality issues.

Some contact center solutions also offer online dashboards for monitoring call quality in real-time. Real-time dashboards enable a proactive approach for identifying and resolving issues and improving quality quicker and staying ahead of customer complaints.

Improving Contact Center Call Quality

Even the most advanced contact centers rely on network capacity and performance to deliver high-quality audio experiences on every call. However, with modern infrastructure, proper network configuration poor call quality can be all but eliminated.

If you are experiencing call quality issues with your current contact center or considering investing in a new contact center solution, find a technology partner for:

  • Consulting to help you interpret CDR quality statistics, troubleshoot problems, and provide actionable recommendations for mitigating latency, jitter, and packet loss.

  • A real-time media assessment that simulates high levels of voice traffic across your network to pinpoint potential chokepoints and ensure your network is capable of delivering quality VoIP experiences.

  • A network assessment to validate configuration settings and ensure QoS is being enforced across all devices and systems in your enterprise network.

  • Managed services that offer proactive, ongoing monitoring, configuration, and optimization for a predictable monthly cost.

    #contactcenterworld, @CeriumNetworks

About Cerium Networks:
Company LogoCerium Networks, Inc. is a Washington corporation with its headquarters in Spokane. The company began operations in October of 2000. Today the company employs approximately 125 technology professionals located in one of its seven offices throughout the Northwest: Washington, Oregon, Idaho, and Montana. The company's core business is the design, implementation and support of unified communication solutions; IP telephony, unified messaging, contact center, wireless, network security, virtualization and video teleconferencing.
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Today's Tip of the Day - Support

Read today's tip or listen to it on podcast.

Published: Wednesday, July 28, 2021

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2022 Buyers Guide Recording

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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