Want to keep your VoIP customers happy?
Few things can make or break your relationship with a customer like VoIP.
If you do it well, your customers love the convenience and the discounts that come from getting their Internet and phone (and possibly TV and cell phone) services from one reliable provider.
If you do it poorly, your customers will constantly call your tech support line, they’ll tell their friends about your less-than-stellar VoIP product, and they may even cancel their service(s).
You know you need a comprehensive set of services, including VoIP, to remain competitive. How can you give your VoIP customers the best experience possible?
The most important thing you can do is to ensure that your network is ready and has the capacity for quality VoIP service. Once that’s done, the second most important thing you can do is monitor and troubleshoot your VoIP service with an analytic and diagnostic tool such as TruVizion.
Watch the Dashboard
TruVizion offers a VoIP dashboard that gives network administrators and customer service representatives a clear view of critical VoIP service elements, such as:
- MTA, line and battery status
- RF Levels
- Call history with quality measures
Drill-in for Detail
The RF Levels panel is the first key to assessing VoIP service quality. Drill-in to monitor upstream transmit power, upstream receive power, downstream receive power, downstream SNR and upstream SNR over the last few minutes or over any period in the last 90 days.
The Call History panel will also help you monitor the quality of your VoIP service. Drill-in to view recent calls and associated MOS scores and RF levels during calls. MOS scores, or Mean Opinion Scores, are a numeric measure of the sound quality at the receiving end of the communication circuit. TruVizion presents Conversational Quality (CQ) and Listening Quality (LQ) MOS scores, along with information about delay, packet loss and packets intentionally discarded. These results are color-coded in green, yellow and red to help you identify sub-optimal calls quickly.
Tools for Troubleshooting
TruVizion also offers a toolset for troubleshooting VoIP services, right on the VoIP Dashboard. You can run loop diagnostics to reveal in-home wiring problems or find off-hook phones that are interrupting service. You can also ping and reset the device from the Tools panel.
For more information on the ways TruVizion can help you better manage your VoIP service and provide a better experience for your customers, please contact us for a free, web-based demonstration.
Author: Arthur Skinner (38 Articles)
Arthur Skinner has more than 30 years of experience in sales and consulting for technical services and has been with ZCorum since 1998. In addition to blogging on the industry, he also tweets as @arthurskinner.
[...] The most important thing you can do is to ensure that your network is ready and has the capacity for quality VoIP service. Once that’s done, the second most important thing you can do is monitor and troubleshoot your VoIP service with …Read More [...]