call quality

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What's the best thing about VoIP?

A new TechRepublic poll asks, "What do you think is the best part of VoIP?Call qualityConvergenceManageabilityCost savings"What do you think? If you have VoIP in your organization, what were the top factors that drove you to VoIP?

Tags: Telephony, TELECOMMUNICATIONS, Jason Hiner, VoIP

Discussion threads 2006-09-29

Skype is winning me over

I've been testing Skype for about a month now and I have been impressed. I've found myself using it more and more over time, and for me that's usually the best sign that I'm really like something and finding it useful. As I mentioned in a previous post,...

Tags: Phone, Quality, Skype Technologies S.A., Call Quality, Telecom & Utilities, Jason Hiner

Blog posts 2006-02-17

Additional Resources

Intelligent Service Level Management - ISLM White Paper: Measuring Voice Quality

Voice over IP VoIP systems can suffer from significant call quality and performance management problems. Network managers and others need to understand basic call quality measurement techniques, so that they can successfully monitor, manage and diagnose these problems. This white paper describes commonly used call quality measurement methods, explains the...

Tags: Service Level Management, Voice Quality, Teltronics, Performance Management, Telephony, Business Intelligence, VOIP, Telecommunications, Human Resources, Workforce Management, Networking, Enterprise Software, Software, Data Management

White papers 2008-05-27

Call Center Outsourcing: Coordinating Staffing Level and Service Quality

This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The authors model the call center as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the author...

Tags: Staffing, Call-center, Service Quality, Call Centers, Customer Relationship Management (CRM), Outsourcing, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting

White papers 2006-06-29

Indian offshore call centers 'not doomed'

High Quality Client Care?That has to be a joke. Quality care from a call centre that you can hardly understand, and that clearly doesn't understand you? Anyone who has had the "Indian call centre" experience will be looking to change supplier.My

Tags: e-mail, hardware, networking, SandyM, software

Discussion threads 2007-03-09

Callserve Internet Telephone (exe)

The Callserve Internet phone enables you to make extremely cheap, high-quality phone calls from your PC to any landline or mobile phone in the world. The Internet telephone is very simple to use and can save you up to 85% on long-distance calls. Simply download the phone, add call time...

Tags: Phone, Internet Phone, Callserve Internet Phone, Telecom & Utilities

Software downloads 2007-07-20

MeaPhone (exe)

The new MeaPhone is based on the BuzzSIP system which allows users in blocked countries to connect through VPN to our system for bypassing their ISP firewalls and proxies. The dialer has been designed with very simple features to prioritize the best call quality instead of adding heavy and un-necessary...

Tags: Call, Dialer, MeaPhone, VPNs, Network Security, Internet Service Providers (ISPs), Telecommunications, Networking, Security, Internet

Software downloads 2008-02-11

Effect of Free Bandwidth on VoIP Performance in 802.11b WLAN Networks

In this paper the authors experimentally study the relationship between bandwidth utilization in the wireless LAN and the quality of VoIP calls transmitted over the wireless medium. Specifically the authors evaluate how the amount of free bandwidth decreases as the number of calls increases and how this influences transmission impairments...

Tags: Bandwidth, IEEE 802.11, Network, WLAN, Telephony, Wireless LANs, LANs, VOIP, Wi-Fi, Telecommunications, Wireless, Networking

White papers 2006-06-28

Counsel the screamers to turn down the volume

Screamers or closers?I have managed several very large call centers as well as having worked for the CRTC (Canada's FCC) and monitoring call centers in Canada and US bound call centers from Canada, both for legality &quality assurance while coaching

Tags: help desk, hardware, it management, droolin, screamer, call-center, keyboard, sales

Discussion threads 2006-11-21

Voice Quality: Deploying Tools for a Stable Infrastructure

This paper provides insight into voice quality and the different methods to measure voice quality. Voice over IP VoIP has passed its infancy stage and is a mature technology that has been widely adopted by customers hoping to take advantage of the cost savings offered by VoIP in addition to...

Tags: Voice Quality, Tool, Voice Quality Measurement, Telephony, VOIP, Telecommunications, Network Technology, Networking

White papers 2007-12-01

Call Centre Quality: How Service Level Measurement Can Save Costs While Delighting Customers

Marketing strategists and call center managers, immersed in the confetti of call center performance measures, may have difficulty in isolating what is important in moulding customers' service experiences. Impressions of service may originally be ingrained in customer memories as images or words, but ultimately the summary feelings evoked such as...

Tags: Call-center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2006-02-01

Time Dependent Priorities in Call Centers

This paper shows how time dependent priorities can be applied to providing service assurance in a call center. The main contribution of the paper is the transfer of several results derived in the field on Proportional Differentiated Services Internet Quality of Service to application in the research field of Call...

Tags: Call-center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2005-01-05

Internet Phone Quality Report (txt)

Brix Networks has created a Google Gadget that provides an overall Voice over Internet Protocol VoIP Quality Report from different locations around the world that offers a quick and comprehensive indication of the quality you can expect of your Internet phone service. The Internet Phone Quality Google Gadget periodically runs...

Tags: Phone, Brix Networks, Internet Phone, VOIP, Telecommunications, Networking

Software downloads 2007-11-07

Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base

Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps Promero's clients drive sales and deliver quality customer service. The challenge was to empower call center supervisors with real-time functionality and enable...

Tags: Oracle Corp., Call-center, Contact Center, Promero, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

Case studies 2008-05-01

Best Practices and Solutions for Customer Experience Management and Spotlight on Co-Nexus CXM

Many factors are driving a sea change in management perception of the corporate call center. There is a growing recognition that the quality of all customer touch points is critical to achieving revenue, profitability, and customer care objectives. Organizations can effectively differentiate themselves from their often larger competitors by providing...

Tags: Call-center, Best Practice, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2006-01-02

SoliCall (exe)

SoliCall is an innovative software that helps VoIP users to reduce unwanted noises during calls, in real time. Screaming kids? Barking dogs? Keyboard-strokes? With SoliCall it will sound less disturbing than it really is. This free beta version is aimed at improving the sound quality when making any type of...

Tags: Call, SoliCall, Telephony, VOIP, Telecommunications, Networking

Software downloads 2007-11-21

Where is Free PC to Phone?

Any people can tell me where is the free pc to phone call, i used to try Icall and Gizmoproject they are to bad, both of them design the software too bad high requirement where the good like Skype the voice quality is best, low RAM can be ran, i...

Tags: ekka_wizard@...

Discussion threads 2006-09-15

Quality and Value With Home-Based Call Center Services

As costs began to rise and labor markets became saturated, off-shore outsourcing to countries like India and the Philippines became popular. While some calls will continue to be sent offshore for cost-cutting purposes, transactions that involve a premium customer, a sale or involved customer service issue are returning to U.S.-based...

Tags: Call-center, Contact Center, Call Centers, Customer Relationship Management (CRM), Outsourcing, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting

White papers 2005-09-28

Call Admission Control (CAC) for Quality of Service in VoIP Networks

VoIP Voice over Internet Protocol is growing rapidly as the technology of choice for new voice network deployments as well as conversion of existing networks. VoIP introduces a number of potential impairments that can impact voice quality adversely, such as the use of lossy low-bit-rate codecs, the effects of tandem...

Tags: QoS, Network, Telephony, VOIP, Telecommunications, Networking

White papers 2005-09-01

VoIP Quality: Can you make the right call?

73% of organisations that have either deployed VoIP or are planning to, said that quality and reliability is still their biggest concern. This is not surprising given that only 8% monitor, or plan to monitor, every call across the network.* Delivering excellent service can be challenging if...

Tags: Ovum, Telephony, Monitors & Displays, VOIP, Telecommunications, Networking, Hardware, Components

White papers 2006-11-28