Spearline: Enhanced Customer Experience with Proactive Toll & Toll-Free Number Monitoring
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Matthew Lawlor, Co-Founder and CTO
Despite the popularity of text-based communication, the voice channel remains as the top choice for customers in B2C and B2B interactions. Yet most businesses struggle to deliver the right customer experience over the phone. Reason: they remain unaware of the fact that many customer calls fail to reach them due to several issues that include the lack of connectivity, audio quality issues, dropped calls, or problems with their DTMF and IVR functionalities. The existing gaps between contact center management and network management obscure the visibility into the failing inbound teleservices or outbound call delivery. The traditional network monitoring tools take into account only a part of the route while ignoring downstream carriers and in-country performance. As a result, network problems remain undiscovered, and contact centers are faced with lower customer satisfaction and increased churn rate. To address these predicaments comprehensively, Spearline developed a testing platform that not only enables companies to be aware of the network issues that customers face but provides the tools necessary to resolve them proactively. “With millions of tests conducted and billions of data points collected, covering all corners of the global telecommunications network, Spearline has unparalleled insight into carrier performance across the world,” states Matthew Lawlor, CTO & Co-Founder of Spearline. “These insights bring great benefits to our clients.”
Our tools are designed to be simple to use, yet flexible to meet customer needs with 24x7 support and best-practice advice
The company’s physical network presence spans more than 70 countries and its recent assessment—based on CIA World Factbook data—discovered that Spearline covers 89 percent of the landlines worldwide and 71 percent of the global population. Spearline’s unique platform supports inbound services commonly used by contact centers and also outbound call delivery or dial-out—which is seeing growth with virtual hold/queuing technology. The platform’s easy- to-use interface allows users to initiate testing and monitoring to identify areas for network improvement. Users can check whether a call is delivered to the contact center successfully. They can also check if the audio quality is good enough for a productive conversation.
The platform can measure critical technical elements such as CLI presentation (caller ID used in call routing and other aspects), post-dial delay, latency, and more. “Our tools are designed to be simple to use, yet flexible to meet customer needs with 24x7 support and best-practice advice,” he adds. What’s more, Spearline guides its clients through major change initiatives such as SIP migrations as well as UCaaS and CCaaS projects and more by providing baseline audio quality measures, and by providing ongoing monitoring and feedback.
When Mastercard, a global financial services provider, experienced challenges in handling millions of calls every day in its contact centers spread over 128 countries, it required a solution to deliver optimum customer experience. Any degradation in its telecom services—be it drops in audio quality, or a complete outage—would put their brand reputation at risk. As the company relied on multiple carriers, it was impossible to detect with precision where and how network degradations were occurring. The Spearline platform came to its rescue, enabling the financial services giant to make real-time adjustments to its network. With Spearline, Mastercard was in complete control of the network performance as it was able to monitor global contact numbers continuously.
Spearline is strengthening its technologies with “mobile-first” strategies and accelerated SIP migration. “As today’s IVR technology evolves to accommodate interactive voicebots and advanced speech recognition, and as voice biometrics become more operationalised, we will ensure we support quality monitoring in these application areas,” concludes Lawlor.
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