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:
Caused by inappropriate equipment or limits to network capacity.
Packets are delayed or received in the wrong order due to sub-optimal packet routing.
Codec incompatibilities between handsets and/or network equipment reducing VoIP call quality.
Equipment and technology mix causes poor transcoding which magnifies poor call quality.
Identify silent calls caused by misconfiguration, routing errors or incomplete firewall setups.
Troubleshoot issues for specific customers with programmatic recording for deep investigation.
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.
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:
Proactively identify and troubleshoot the root causes of poor VoIP call quality in near real-time.
Record and playback audio files immediately after a call via an intuitive and easy-to-use dashboard.
Providing optimal VoIP call quality increases customer satisfaction – reducing churn and protecting revenue.
Obtain performance and quality data from all traffic, or record and analyse specific customer cases.