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 From poor connections and network congestion to outdated infrastructure and inadequate device configuration, even the most advanced VoIP contact center solutions are susceptible to numerous problems that can cause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.
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.
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Several common issues that affect VoIP call quality, including:
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.
A number of network factors can cause packets to get delayed, lost, or corrupted and contribute to latency, jitter, and packet loss, including:
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.
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:
About Cerium Networks:
Cerium 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.
Published: Wednesday, July 28, 2021
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
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