Many businesses have historically invested in traditional telephony technologies such as premises-based telephone systems, PRI or SIP connectivity, and over time have made the move to full IP based telephony or cloud-based phone systems. Both types of systems share in common the goal of improving communication with partners and customers, increasing collaboration with these groups, and in most cases, reducing the cost of technology for the organization. As these systems have modernized, they’ve become more flexible, but also more prone to failure or quality degradation. This is simply the nature of the underlying low-cost technology used (data transport) compared to legacy voice transport technologies.
When a call’s lost or mishandled, this can easily represent a potential loss of customers or revenue. Regardless of the size of the company, a disappointed caller is bad news. Therefore, most organizations make efforts to ensure that their communication infrastructure properly supports each user and welcomes each visitor, this includes voice, web, messaging, chat and AI. The communication funnel needs to be simple while at the same time help callers easily navigate their way to the department or representative they want to contact. For example, If an employee is away from their work station, their incoming calls may need to be forwarded to their mobile device.
Every business expert agrees that an effective contact center has a good ROI (return on investment). If these expected benefits have delayed manifestation, then it’s appropriate to start asking questions. Perhaps the call center has not been configured in the best possible manner, or maybe your phone system is letting you down? Whether you have a traditional PBX, or the most modern cloud PBX, a lack of, or ineffective voice system monitoring, ensure that you’re blind to potential issues compromising the systems’ effectiveness.
Do You Have Effective Voice Monitoring?
In many cases the problem lies not in the business’s phone system, but in how their audio communications are monitored. Without continual monitoring and testing bidirectional telecommunications you will never discover problems until your customers start to complain. Caller patience with phone systems is at a low ebb, so when they cannot hear the representative clearly, or if the connection breaks for some reason, customers can become frustrated and will consider taking their business elsewhere. Even the most sophisticated call center fails to achieve its potential if the customer has to be the one to discover its voice quality problems.
How to Economically VoiceAPM up VoIP and PSTN Voice Monitoring
The use of our acronym, “VoiceAPM” in the title is not randomly picked from the thesaurus, but chosen since it is integral to solving this telecom challenge. Our Voice Application Service Manager, as well as offering us an alternative way of describing an improvement, VoiceAPM is our solution to voice system and contact center, call quality control issues — PhoneSentry’s Voice Application Performance Management (VoiceAPM).
VoiceAMP is specially designed to detect voice quality issues before they begin to affect communications with the customer. The system immediately notifies the designated contact when it identifies telecom issues of concern. These notifications can be configured for several types of media, for example, email or SMS messages. This gives the voice system technician valuable time to begin troubleshooting and take action as required to solve the issue and prevent it developing into something more serious. Reductions in call quality and other disruptions to smooth telecom thus get resolved in ways that that remains invisible to the customers.
If you think it must cost a small fortune to obtain a reliable voice monitoring application you will be pleased to find out that PhoneSentry offers Voice Application Performance Management as an SAAS-only, vendor agnostic solution. It takes just an hour to implement with our zero install solution that is suited for all types of landline and cloud PBX systems. The cost is minimal, but the gains in customer loyalty and a good business name are significant.