Spearline Labs. Improving Global Communications

Transcription

1 Spearline Labs Improving Global Communications

2 Global Presence World s leading in-country testing platform 54 6 *INFORMATION AS OF MARCH 2016 Argentina Colombia Hong Kong Latvia Poland South Korea Belarus Australia Croatia Hungary Lithuania Portugal Spain Peru Austria Czech Republic Iceland Luxembourg Romania Sweden Taiwan Belgium Denmark India Malaysia Russia Switzerland Thailand Brazil Estonia Indonesia Mexico Saudi Arabia Turkey UAE Bulgaria Finland Ireland Netherlands Singapore Ukraine Uruguay Canada France Israel New Zealand Slovakia United Kingdom Chile Germany Italy Norway Slovenia United States China Greece Japan Philippines South Africa Vietnam

3 In-country Testing As trusted by these great companies As one of the leading Conference providers in the world, PGi prides itself on the quality of its customers experience. Spearline Labs provides first rate audio quality testing tools that allow us to enhance our customers experience while cutting down on manual testing and maintenance. I cannot overstate the value of their solutions as we are able to find the problems in a live environment, allowing us to pro-actively work on quality issues with our telecom providers. Spearline Labs has consistently demonstrated the flexibility to meet our constantly changing requirements and I look forward to continuing to work with them in the future. Rosie Scott PGI - Director Vendor Management - EMEA...a quality confidence metric Denis Loh Arkadin - Regional VP of Service & Customer Operations - APAC

4 Our Platform Providing insights into your numbers performance. NUMBER TESTING IVR TESTING Our toll and toll-free number testing worldwide is simply the best and most efficient way to manage your mission critical numbers. Spearline Labs testing gives you a clear overall picture of your number performance on an ongoing basis and helps you proactively manage your call audio quality as well as connectivity issues. It enables you to monitor the performance of your providers, benchmarked against the millions of tests we carry out each year and helps you troubleshoot when problems arise. Our IVR tests simulate real world customer experiences with custom IVR options such as self-service menus, agent transfers and data requests. This enables you to track the performance of your contact centres and improve ROI on sales and marketing campaigns by ensuring the correct pathways are followed to deliver your customers to the correct agent at all times. We provide real time reporting and automated failure alerts delivering clear insights into agent training, configuration and hardware issues.

5 Our Platform Knowledge of what s happening in your global communications network at your fingertips. IN-COUNTRY TESTING Proactive monitoring and analysis for call quality, connectivity and IVR experiences in 54 countries worldwide, supported by our dedicated 24/7 testing team. AUTOMATED TESTING, MONITORING & REPORTING An integrated customisable platform (no software installation required) to generate real-time reports with instant notification enabling issue identification, thorough analysis and quick resolution. DASHBOARD ANALYTICS Reporting dashboards that track key metrics and performance trends, and provide actionable insights to help drive ongoing sales and marketing campaigns. BENCHMARKING With 15 million Spearline Labs tests completed to date, our testing has become the industry benchmark for customer experience and contact centre performance.

6 Outbound Carrier Test How it works SPEARLINE LABS CENTRAL SERVER SPEARLINE LABS CENTRAL SERVER USA MEXICO CARRIER NETWORK CARRIER NETWORK GERMANY FRANCE BRAZIL SPAIN SIP NUMBER ROUTE 1 ROUTE 2 ROUTE 3 SPEARLINE CALL SERVER (CLOUD)

7 Conference Company Test How it works SPEARLINE LABS CENTRAL SERVER GERMANY UK CONFERENCE BRIDGE FRANCE ITALY GREECE SPEARLINE CALL SERVER (CLOUD)

8 Contact Centre Test How it works PBX HIDDEN PROMPT DDI SPEARLINE CALL SERVER (CLOUD)

9 Mobile Solution How it works OVERVIEW A central SIM Bank will host the SIM cards from Mobile operators from all around the world. This allows us to manage all SIM cards centrally. When we need to run a test the SIM card is copied from the central bank to the probe in the country where the test is needed. RUNNING A TEST 1 2 The SIM card is cloned from the central to the remote probe. Once the SIM card has been cloned it is registered to the mobile network and the desired tests are run. SIM BANK VERIZON USA SIM BANK AT&T USA VODAFONE UK 1 2 CLONE PERFORM TEST UK PROBE MOBILE SOLUTION USES Quality Tests to Toll & Toll Free numbers from In-Country mobile networks False Answer Supervision Route testing & Benchmarking SMS Testing Data Testing MEXICO PROBE To learn more about our mobile solution please contact our sales team: sales@spearline.com

10 Return on Investment Our real-world tests offer measureable ROI Ensure sales and marketing lines are active and generating revenue Simulate and test real world campaigns and scenarios to monitor the health of your total customer experience and campaign performance Ensure that your clients receive the highest level of sales and operational customer service Identify issues, optimise operations and deploy resolution Optimise customer experience on every channel by simulating agent activity Measure your carrier call quality & identify transcoding on downstream carriers Speedy delivery of complex projects/campaigns, on budget and on time Ability to choose the best carrier for your company and reduce your telecoms costs RETURN ON INVESTMENT

11 Sample Report Quality Testing TOTAL TESTS AVERAGE PESQ LISTENING EFFORT SCALE: 1.7% PESQ Complete relaxation possible; no effort required Attention necessary; no appreciable effort required 4, Attention necessary; small amount of effort required Moderate effort required Considerable effort required 8.3% No meaning understood with any feasible effort CONNECTION FAILURES TESTING FAILURES 3 7 SAME 63% TESTING OVERVIEW Testing Connection, DTMF tones and Audio Quality on 29 numbers in 9 countries - down 5 numbers from last month and no testing in Australia this month. Spearline Labs can test in 53 countries Additional test job running for Lowest PESQ deteced on this job name was 3.1. No other issues detected. Transcoding in Brazil identified and resolved (31.21%) 35 2 (0.87%) (0.05%) 236 (5.85%) 0.07% 3 BUSY CONNECTED PESQ BELOW MOBILE 34.19% PESQ BELOW S 38.79% PESQ ABOVE 3.0 3,960 NO ALERT 8.43% HIGHEST TOP FAILING FIALING NUMBERS NUMBERS FAILURE CARRIER FAILURE REASONS TATA Busy SINGTEL Person answering call- possible wrong number VERIZON Person answering call- possible wrong number ORANGE Busy CHINA TELECOM Operator Answering Call QUALITY ASR * CHINA TELECOM Busy AAPT Operator Answering Call AVERAGE PESQ QUALITY PER COUNTRIES MAX SCORE 2504 (62.03%) 99.93% 4, TESTING STATS SUPPORT STATS % TOTAL TESTS BELOW % TOTAL TESTS FAILED 2.31 LOWEST PESQ 2 NUMBER OF TICKETS 100% ANSWER TIME < 15 MINS

12 IVR Testing How it works Online testing platform with test calls customised for specific call flows and to replicate user behaviour to test IVR specification Test calls check individual steps and reports on both toll and toll-free number and DDI failures Agent receives automated test call which requires the to enter verification data Test call is recorded and can be played back at any time Test will re-launch automatically under parameters given Fail reasons recorded such as No agent, Voic or No DTMF

13 Customer Use Case IVR Platform Specification OVERVIEW Spearline Labs provided a customer with an online portal that provided the ability to add and maintain their numbers & IVR flows, create and schedule test plans, generate alerts, measure key functionality like ASR, Post Dial Delay, DTMF functionality, Audio Quality and Call Whispers. The platform offered the following functionality: Uploading call flow to dashboard Create IVR Templates Edit IVR Flow Schedule Tests The interface allowed the user to filter results based on: REGION EMEA, APAC, LATAM, etc COUNTRY USA, Mexico, UK etc VENDOR Vendor A, Vendor B, etc TERMINATION TYPE eg Sales, Support, Reservations, etc NOC Failure Alerts Spearline Labs worked with the customer to determine the optimum method of alerting on test failures. Options included , SMS, API, SNMP. The interface allowed you to edit alerts and who receives them. This would be generated for number outages where calls failed to connect, IVR flow issues, call disconnects, DTMF issues, quality drops etc. Some examples of failure alerts would be as follows: Configure Follow Up testing Reporting / analytics Example 1: Example 2: Example 3: Audio Quality Drop Failure to connect Wrong whisper

14 Customer Use Case IVR Platform - Map View Dash 1

15 Customer Use Case IVR Platform - Create Test Dash 1

16 Customer Use Case IVR Platform - Retest Issues Dash 1

17 Customer Use Case IVR Platform - Analytics Dash 1

18 Success Story Customer IVR Management Line Management 2015 TFNs MONITORED 53 70,560 3% 3% 8% TESTS LINE STABILITY AVERAGE INCREASE IN TEST LOGGED IN CRM 60% AGENT TIMEOUTS 9% TFNs REMOVED 86% 130% SUCCESSFUL CALLS 9% TFNs FIXED COUNTRIES 100% 95% WRONG CODES HUNG UPS 70% 85% VOIC S OTHER FAILURES 26% 75% AVERAGE LINE STABILITY SLA 2015

19 3.32%* of all calls experience failures! How many of yours do? 7 in 1,000 Calls fail to reach you 14 in 1, Calls experience IVR issues* in 1,000 Calls have poor audio quality Number Testing Updates Tests Test now with the Spearline Labs platform * INCLUDES OTHER FAIL REASONS Testing Overview Reports Settings Quick Add Customise Dashboard Delete Dashboard CURRENT ISSUES Numbers 11:39:54 Nov 8, Dec 8, 2015 Search for number and more Dashboards 2 COUNTRY: NUMBER: DEPARTMENT: India India Sales COUNTRY: NUMBER: DEPARTMENT: France EMEA Country Vendor

20 Appendix Projects In Development REPORTING DASHBOARD (Currently in Beta testing) MOBILE SOLUTION * (JULY 2016) MAP VIEW Dash 1 DASH VIEW Dash 1 TFN TESTING Automated in-country mobile carrier testing of TFNs. CARRIER/OPERATOR SOLUTIONS HEALTH BY COUNTRY Dash 1 CREATE NEW DASHBOARD Dash 1 FALSE ANSWER TESTING Global testing of common issues such as false answer, early answer and late disconnect issues ROUTE TESTING Test for audio quality, connectivity, DTMF and CLI automatically worldwide

21 Appendix Projects in Development MOVING FROM PESQ TO POLQA Currently under evaluation. Moving tests from a long PESQ prompt to a short but repeated POLQA prompt will offer more insights into the audio quality performance on calls. BENEFIT Rather than providing one quality score for the overall call we can provide multiple scores for each test allowing you to identify if there were issues on all or only part of the test call. MOBILE TESTING SOLUTION Currently Spearline Labs test from the incumbent PSTN carrier in each country. In order to replicate customer experience from other networks Spearline Labs are currently developing a mobile testing solution. BENEFIT Replicate customer experience from many networks. When an outage is detected identify if all or only some networks are affected. NEW REPORTING INTERFACE Currently in the late stages of development by Spearline Labs the new reporting engine will allow you to view real time testing data in a quick and efficient manner. Reports can be customised, bookmarked and sent via . The new interface also contains a world map which can be useful for NOC teams and reporting to internal customers. BENEFIT Build customised reports, provide internal customers with visibility on how their service is performing, gather key data and trends allowing you to make better & more informed decisions.

22 Appendix PLATFORM - HEALTH BY COUNTRY/LOB Dash 1

23 Appendix PLATFORM - DASH VIEW Dash 1

24 Contact Sales Liam Dunne Sales Director M +353 (0) T +353 (0) E liam.dunne@spearline.com W