How to Avoid Downtime on Your Contact Centre and Telephony Network

Depending on what industry you are in, there are a few critical periods each year when your contact centre and telephony network will be put to the test.

Certain industries, such as airlines and carriers, are at their busiest during the summer and Christmas period, as are the contact centres they rely on.

Having telephony systems operating at maximum efficiency and reducing downtime is crucial.

Can your business afford downtime during your busiest seasons?

Most organizations spend a lot of money on their network hardware. Many have network monitoring tools that provide some visibility on what’s happening on their own network, but have no visibility on what is happening outside their infrastructure or what kind of audio quality they are receiving.

A poor customer experience has a big impact on loyalty.

Companies need to be sure the customer experience they are offering is good enough to ensure a return visit.

Will your contact centre be able to support your customers throughout the summer or Christmas holiday periods? Are your IVR systems and DTMF functionalities routing calls effectively?

Real-life scenario

A few years ago, on the 4th of July, one of the busiest US national holidays, one of Spearline’s US customer’s Canadian carriers changed how they were routing DTMF tones and calls to Canada stopped working. Suddenly, the organization’s call back platform wasn’t calling customers.

Luckily, the organization had been testing with Spearline, who were able to replicate this issue to find the cause.

The organization set up prefixes to allow Spearline to dial out through a second carrier. This verified that the issue was only affecting the original carrier so the organization was able to identify a working route to temporarily move traffic across to the second carrier.

Spearline provided detailed call samples and records to allow the original carrier to identify and resolve the issue and worked with the organization to generate call samples, test possible fixes and verify that the issue was resolved.

Solution to downtime

The Spearline testing process monitors, measures, analyses, reports and perfects number performance, from the outside in, giving customers full visibility on their network to prevent issues such as transcoding, latency, post dial delay and incorrect call routing.

Orla Clancy

The platform is cloud based, which means it is quick and easy to set up and requires no installation. The automated testing alerts are verified by a human, which means you will only receive genuine actionable alerts.

The detailed CDR records and objective PESQ scoring provided makes it easier for you to identify the root cause of the issue and cut resolution time in half.

For further information, visit www.spearline.com

Author: Robyn Coppell