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Voice recording and playback

Effective customer experience management with real-time telecom analytics
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VoIP call quality monitoring

Real-time analytics for voice recording and playback enables you to ensure consistent quality and maintain customer experience. Identify and troubleshoot call quality issues, before they impact customers.

The Utel Voice Recording and Playback solution provides customer care agents with the ability to troubleshoot customer queries and rapidly identify issues, boosting experiences. Poor VoIP call quality can create customer dissatisfaction, with several factors impacting customer experience, including:

  • Packet loss
  • Jitter – delayed or disordered packets
  • Codec incompatibilities between equipment
  • Transcoding issues or ‘lossy’ codecs
  • ‘Silent calls’

Identify VoIP call quality issues

  • Packet loss

    Caused by inappropriate equipment or limits to network capacity.

  • Jitter

    Packets are delayed or received in the wrong order due to sub-optimal packet routing.

  • Incompatible codecs

    Codec incompatibilities between handsets and/or network equipment reducing VoIP call quality.

  • Poor transcoding

    Equipment and technology mix causes poor transcoding which magnifies poor call quality.

  • Silent calls

    Identify silent calls caused by misconfiguration, routing errors or incomplete firewall setups.

  • Record calls to determine quality

    Troubleshoot issues for specific customers with programmatic recording for deep investigation.

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Proactive QoE management

Utel Voice Recording and Playback is an easy-to-use solution for identifying and troubleshooting the root causes of VoIP call quality problems in near real-time. It quickly and accurately identifies whether issues are due to problematic subscriber equipment or a deeper problem with network traffic flow.

Problematic calls are recorded for analysis, along with detailed information of adverse events during the call, including SDP and changes to IP, port or codec. It’s a key tool for ensuring QoE and enhancing service delivery. 

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Optimised VoIP call quality

Identify voice call quality issues on packet-switched networks, diagnose them, and take action. Using an easy-to-use configuration and playback interface in the Utel Monitoring System, the solution can easily track VoIP customer calls regardless of signalling and media, providing multiple benefits to operators, enabling you to:

  • Identify and troubleshoot VoIP call quality issues proactively in near real-time
  • Track customer calls via an intuitive playback interface
  • Discover dynamic and historical root causes of network issues
  • Provide consistent and enhanced QoE for IP-based calls
  • Improve customer satisfaction
  • Reduce churn and protect revenue

Utel Voice Recording and Playback

  • Optimise VoIP call quality

    Proactively identify and troubleshoot the root causes of poor VoIP call quality in near real-time.

  • Real-time analytics

    Record and playback audio files immediately after a call via an intuitive and easy-to-use dashboard.

  • Reduce churn. Protect revenue

    Providing optimal VoIP call quality increases customer satisfaction – reducing churn and protecting revenue.

  • Network and customer KPIs

    Obtain performance and quality data from all traffic, or record and analyse specific customer cases.

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