How Voice Application Performance Management Helps Businesses

So many aspects of business in the 21st century revolve around technology. It’s been monumental in increasing productivity and meeting professional goals. Technology has even managed to make many issues of the past obsolete.

But for all the good technology has done, it has yet to wipe out specific problems completely. Even more inconveniently, some of those issues cannot be helped.

Take, for example, the reliability and clarity of phone calls to and from your company. Technology hasn’t fixed that. But it’s getting close with Voice Application Performance Management (VoiceAPM).

Phonesentry voice application performance management VAPM

The Cost Of Poor Phone Call Quality

You can mitigate voice quality issues by eliminating certain environmental noise factors on your end. However, you cannot account for vendor issues (in this case, your phone company).

Voice quality monitoring is tricky. For a business, this usually means involving more than one outside expert to help with the variety of issues that your phone and internet service can cause.

PhoneSentry, on the other hand, can help with a variety of issues relating to your company’s phone and internet capabilities. Monitoring these areas of industry gives your company an advantage.

Think of it this way—companies who manage disasters before they happen have faster recovery times. In turn, those companies experience fewer customer complaints. Voice quality monitoring, in other terms, is a necessary and responsible business practice.

What Causes Voice Quality Issues On Phone Calls?

Many things can cause voice quality issues. Environmental factors, like the soundproofing of office spaces, the quality of the equipment used, and even the person at the end of the line, can all be controlled.

Environmental factors aren’t the only things that can cause phone voice quality issues. Other factors may be totally out of the business’s control.

In much the same way the internet works by submitting data over network paths, telephone calls are also data. The data transmitted over these calls is usually separated and transmitted over different channels during the call. If any piece of this data is blocked, stopped, or delayed, it can impact the quality of the call.

In the earlier days of technology, this happened over telephone lines. Today, this data transfer often happens over VoIP (Voice over Internet Protocol). The result of blocked, delayed, or lost data leads to jitter, phone interruptions, and other voice quality impacts.

So, in additional environmental issues, calls may suffer from network shortcomings as well.

Voice Application Performance Management

Even in a heavily digital age, customers in all areas of industry still utilize phone help over self-help and text options. Successful businesses understand this, which is why they maintain their phone help standards even if they have other successful consumer communication options.

Internal voice quality monitoring is the standard in business communications – this monitors sound quality and environmental issues within the workplace, which might interrupt customer connections. However, the multi-faceted nature of modern communication means that there is a lot more that can go wrong with a call than sound quality.

That’s how a Voice Application Performance Management Solution, or VoiceAPM, is useful. VoiceAPM services, like the kind provided by PhoneSentry, monitor sound quality bidirectionally. The results are a sustained, noticeable difference in the way your business presents itself over the phone.

Capacity Load Testing

Most businesses are good at making informed guesses about the way their company operates. But for some of the more technical aspects of business, it can be extremely hard to navigate the intricacies. One of the most prevalent issues business phone lines encounter is network traffic issues. VoIP services have revolutionized the quality and capacity of phone calls that business lines can take.

However, if a network sees too much traffic, it can cause interruptions and network downtime. If your business has experienced calls dropping, capacity load testing might be helpful.

A company that does capacity load testing will start by generating a high number of phone calls to your business number. This test will determine the number of calls your phone line can handle before it begins to impact your phone call quality.

Professional Services Engagement

Like all things technology-related, sometimes issues are not as transparent as they should be. The source of phone quality issues is not always immediately apparent.

Working with a company that specializes in internet-based phone service can help pinpoint the source of trouble. PhoneSentry can quickly investigate the symptoms of phone call quality. Not only do we highlight quality issues with VoiceAPM—we also offer a deeper understanding of your network health with our professional services engagement.

Call It As You See It: Opt For Safety

So often in life, people forget to err on the side of caution. While the average person can take minor risks, like forgetting to brush their teeth and hoping that won’t cause a cavity, a well-functioning business cannot afford to. Being proactive about every aspect of your business, including monitoring the quality of your company’s calls, can positively enhance your company’s image.

Even if your company has a good track record regarding phone call voice quality, professional phone monitoring services can prevent your company from experiencing issues as technology progresses. If you believe your company could benefit from voice quality monitoring, capacity load testing, or professional services engagement, sign up for a demo.

Subscribe to our blog to learn more about Voice Application Performance Management (VoiceAPM). Or follow the links below to see what else we’ve written about lately.