Call quality is important to businesses and individuals – and there is no reason to expect a tradeoff of lower call quality when getting benefits from least cost routing (LCR).
It’s true that sometimes least cost routing can lead to problems with call quality. But in a recent article in RCR Wireless, Tim Moynihan (News - Alert), vice president of Empirix, said that customers will not tolerate reduced call quality.
“As service providers hand off calls, they also hand off the ability to control the quality of service experienced by their customers,” Moynihan said. “And, for better or worse, customers hold the originating carrier responsible for call quality and are more likely than ever to change providers when problems arise.”
There are some solutions to ensure improved call quality. Call-complete rates, voice-quality opinion scores and post-dial delay can be identified via service assurance and network monitoring, he said.
When it comes to call quality further downstream, the information may not be found in network call records. The data may be in a switch, operational system or other external source, the article explained.
Also, network analytics engines can connect data to give service providers key performance indicators (KPI) for each call handled by each interconnect partner, according to Moynihan.
“For added insight, network analytics give originating carriers the ability to slice, dice and trend information by partner, geography, time of day, call volume, KPI and more,” Moynihan said.
He recommends using relevant information quickly. For example, when a company finds out that voice quality or KPI reached a threshold, “the provider can immediately re-route traffic and open up a trouble ticket with the partner company. At the same time, the originating carrier can begin analyzing the problem on its end to quickly eliminate the back and forth associated with interconnect issues. With network analytics, service providers can swiftly determine if the problem is isolated to a specific geography, related to call volume or if it appears more pervasive. This data can then be fed back into routing models, enabling service providers to automatically distribute calls based on both quality and cost considerations,” Moynihan said.
Being proactive on call quality reduces the number of customer service calls, as well. Also, carriers can help interconnect partners correct any problems quicker.
“Service providers no longer have to operate blindly, handing off control to save money,” Moynihan said. “Including quality considerations in LCR models will provide long term benefits for all parties, especially for valued customers.”
Edited by Rich Steeves