Spearline

FEBRUARY 21, 2023

Agent Assure is a new tool that helps call center managers and IT support teams troubleshoot internet connectivity and call quality issues for work-from-home agents. Agent Assure is here! Are you tired of constantly dealing with poor call quality and connectivity issues with your work from home agents? We have some great news for you – Agent Assure is coming soon!

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Call Center Average Handle Time Customer Experience Contact Center 52

Spearline

FEBRUARY 13, 2023

Passing the test Call center KPI tracking often involves exhaustive call testing; voice call quality testing, call connection testing, remote agent connection testing , latency testing, and symmetrical and asymmetrical collaborative tool testing, to name but a handful. You have to ask yourself what time and resources you have available to devote to the collection and analysis of KPI metrics.

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Call Center Interactive Voice Response Average Handle Time Metrics 52

Spearline

JANUARY 30, 2023

New from Spearline! Get real-time alerts straight to your Slack channel with added number history and redial functionality with Spearline’s new integration. In this blog, Spearline’s Product Manager for Voice Assure, Ola Budak, gives an overview of a brand new feature which will allow organizations to integrate Spearline alerts onto their Slack channel.

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Contact Center Management 52

Spearline

JANUARY 20, 2023

Call Quality Call center number testing is a vital component of any quality assurance planning framework The QA Mandate The overall customer journey is a complex lattice of touchpoints, with your call center representing one of the most important. A quality assurance (QA) plan will help to ensure that your call center meets and hopefully exceeds the operational and customer experience (CX) standards you are hoping to achieve.

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Call Center Metrics Customer Experience Customer centricity 52

Spearline

JANUARY 18, 2023

Welcome Nicaragua to Spearline! We’re thrilled to announce Nicaragua as the latest country to join our mobile testing network. You can now test your mobile numbers across Nicaragua’s two major networks – Claro and Tigo. These three operators dominate the market at 95%. This solution is hosted in Managua where the calls originate and terminate. Test numbers in Nicaragua today!

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Contact Center Marketing Management 52

Spearline

JANUARY 16, 2023

Quality rules. When it comes to conversation quality, everything hinges on the quality of your audio. If your audio is poor, the chances of a satisfactory call outcome drop dramatically. We’ve all been there; trouble hearing a support advisor, audio delays and echoes, chunks of conversations dropping altogether. If we’re honest, poor audio has made us all want to throw our devices against the wall at one point or another.

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Spearline

JANUARY 13, 2023

We are excited to let you know that Spearline will be exhibiting at this year’s Enterprise Connect event in Orlando, Florida, from March 27th to 30th 2023, and we can’t wait to talk to as many of you as possible at booth #1227. About Enterprise Connect Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, channel partners, analysts and consultants to focus on the issues central to enterprise communications and collaboration.

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Spearline

DECEMBER 20, 2022

Over the past year, Spearline has achieved some incredible milestones. We’ve launched new products and services, expanded our reach to new markets, and continued to grow and strengthen our team. We acquired Callstats. What does that mean for the future of WebRTC monitoring? We’ve acquired Callstats – and its proprietary WebRTC testing after acquiring testRTC a year ago – cementing our position as the leading market vendor in WebRTC testing and monitoring.

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Technology Marketing Management 52

Spearline

DECEMBER 14, 2022

Welcome Algeria to Spearline! We’re thrilled to announce Algeria as the latest country to join our mobile testing network – bringing Spearline’s global total coverage to 82 countries. You can now test your mobile numbers across Azurreo and Djezzy. Djezzy is a state-owned mobile operator and is the largest MNO in Algeria with a market share of approximately 65%.

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Contact Center Marketing Management 98

Spearline

NOVEMBER 29, 2022

Skibbereen, Co. Cork, 28 November 2022 Spearline today announced that it is among the top 50 fastest-growing technology companies in Ireland for the ninth consecutive year. The tech company ranked in the 2022 Deloitte Technology Fast 50, among the 50 fastest-growing technology companies in Ireland. Rankings are based on average percentage revenue growth over four years.

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Technology 52

Spearline

NOVEMBER 25, 2022

Spearline will participate in MWC Barcelona 2023 from February 27 – March 2 with Enterprise Ireland. We’re looking forward to speaking to as many of you as possible in the Spearline shared meeting room. MWC Barcelona 2023 – Where technology, community and commerce converge MWC Barcelona is the largest and most influential event for the connectivity ecosystem.

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Telecommunications Enterprise Government Technology 98

Spearline

NOVEMBER 17, 2022

Contact centers and unified communications services that rely on DTMF need to know that their calls are connecting properly and that their customers are getting through to the correct departments. The best way to ensure that your DTMF transmission is working as it needs to is through comprehensive toll-free number testing and local number testing. Let’s take a look at the best method of testing your DTMF transmission, but first, let’s get back to basics.

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Interactive Voice Response Contact Center Telecommunications Call flow 52

Spearline

OCTOBER 7, 2022

No matter what level a call center service is at, from start-up to complete customer support powerhouse, there is one common imperative that binds them all – complete, cross-platform functionality. For this dream of absolute operability to become a reality, every moving part of the call center infrastructure needs to be subject to continuous, real-time call center testing and monitoring.

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Call Center Interactive Voice Response Customer centricity Telecommunications 89

Spearline

OCTOBER 3, 2022

My name is Ola Budak. I am the product manager for Voice Assure at Spearline. Having worked as a solution architect for the Customer Engagement team for quite a while – I got to know all your needs and pain points. Our customers often come to us when their numbers do not connect – asking for more details to help them pinpoint the issue.

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Interactive Voice Response Contact Center Self service Customer Experience 52

Spearline

OCTOBER 3, 2022

My name is Ola Budak. I am the product manager for Voice Assure at Spearline. Having worked as a solution architect for the Customer Engagement team for quite a while – I got to know all your needs and pain points. Our customers often come to us when their numbers do not connect – asking for more details to help them pinpoint the issue.

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Interactive Voice Response Contact Center Self service Customer Experience 52

Spearline

SEPTEMBER 27, 2022

What is it and how do you test it? Interactive voice response, or IVR, is an automated enterprise telephony system that uses pre-recorded messages and/or text-to-speech technology to interact with a combination of voice telephone inputs and touch-tone keypad selection. If you’ve ever had to ‘say or press one for English’ then you already have experience with IVR.

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Interactive Voice Response Abandon rate Contact Center Wait times 52

Spearline

SEPTEMBER 28, 2022

WebRTC application development is challenging! It involves interactions between multiple people, not just a person and a machine. When testing such applications, how do you handle scenarios requiring multiple users connected through multiple devices over different networks and locations? If you conduct these tests manually, you won’t be able to scale your testing or validation, which could end up with your application breaking for your users in production.

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Scripts APIs Analytics Personalization 52

Spearline

AUGUST 26, 2022

Do you ever find yourself up all night worrying about how your infrastructure is keeping pace with your requirements and your SLAs? Do you toss and turn, stressing about whether your webRTC application is working globally just where you need it? Is your beauty sleep interrupted with nightmares of bad user experiences throughout the week? Well, good news; at Spearline, we have a powerful scheduling tool that will execute test scripts in front of your WebRTC application at any interval throughout

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Scripts Contact Center Metrics Benchmark 98

Spearline

AUGUST 26, 2022

Do you ever find yourself up all night worrying about how your infrastructure is keeping pace with your requirements and your SLAs? Do you toss and turn, stressing about whether your webRTC application is working globally just where you need it? Is your beauty sleep interrupted with nightmares of bad user experiences throughout the week? Well, good news; at Spearline, we have a powerful scheduling tool that will execute test scripts in front of your WebRTC application at any interval throughout

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Scripts Contact Center Metrics Benchmark 10

Spearline

AUGUST 24, 2022

Home comforts As the age-old adage goes, you don’t get a second chance to make a first impression. Never was this maxim more relevant than in the area of real-time communications. The name says it all; real-time. Everything is about now, not later. Communications must flow easily, unencumbered by issues like lag or jitter, or packet loss. There is little more damaging to your customer/user relationships than the tiresome back and forth of problem firefighting.

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Self service Average Handle Time Contact Center Management 19

Spearline

AUGUST 24, 2022

Watch for the swerve. Real-time WebRTC communication has become the controlling force in communications technology and yet, somewhat ironically, there are still many WebRTC variables beyond our control. While WebRTC’s availability across all major browsers and on native clients for all major platforms is undoubtedly a good thing, the result is a massive disparity in media quality that hinges on issues of frame size, frame-rate, codecs, bitrate, latency, and transport protocols.

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Transportation Contact Center Benchmark Engineering 10

Spearline

JULY 12, 2022

An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. ‘Sorry, what was that?’, ‘Can you repeat that?’… Poor voice quality can lead to misunderstandings, stress and, sometimes, calls being abandoned completely. Poor voice quality affecting your personal calls is frustrating.

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Interactive Voice Response Telecommunications Contact Center voip 98

Spearline

JULY 6, 2022

Did You Know – You can now ‘snooze’ or stop alerts for your individual numbers There is now a ‘Snooze Alerts’ feature available within the numbers section on the Voice Assure platform for all customers. This feature gives any users who have ‘Full Access’ rights the ability to toggle alerts on/off for individual numbers. You will now have control over the alerts that are generated and will have the option to stop them if necessary.

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Spearline

JULY 4, 2022

The importance of WebRTC monitoring for enterprises Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fuelled, in part, by the remote communication needs of the Covid-19 pandemic, use of WebRTC solutions has grown significantly in the last few years. Enterprises are increasingly finding new ways to use the technology to help them provide the best customer service, as well as improved internal communications.

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Enterprise APIs Metrics Contact Center 98

Spearline

JUNE 20, 2022

Most voice and video communications today take place using WebRTC. But how exactly do you monitor this traffic? watchRTC enables just that. By integrating our SDK or Chrome Extension with your application, watchRTC collects relevant telemetry and data points. Traffic is analyzed at scale, providing a bird’s eye view of your deployment, with the ability to drill down to the minute level of a single user on a session. watchRTC uses little CPU and network resources, safeguarding your application’

Metrics 52

Metrics Management 52

Spearline

JUNE 2, 2022

Customer Insight – United World Telecom Technical Support Manager, Alain Rodriguez and Sales and marketing manager, Luke Genoyer, from United World Telecom explain why they use Spearline everyday and how it has helped with their testing issues. Founded in 1996, United World Telecom originally operated as a callback service provider. With a growing customer portfolio and increased demand, UWT transitioned to being a call forwarding service provider over time and created Global Call Forwardi

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Technical Support Healthcare Sales Management 98

Spearline

MAY 25, 2022

Welcome Bosnia and Herzegovina to Spearline! We are delighted to let you know that you can now test your numbers in Bosnia and Herzegovina across the country’s two major mobile networks – BH Telecom and M-Tel. Between these two operators, they hold around 90% of the overall market share in Bosnia and Herzegovina. The solution is hosted in Sarajevo which is where the calls will originate from and terminate in.

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Telecommunications Marketing Management 98

Spearline

MAY 17, 2022

We are excited to let you know that Spearline will be exhibiting at this year’s Customer Contact Week (CCW) in Caesars Forum, Las Vegas, from June 20 – 23, 2022, and we can’t wait to talk to as many of you as possible at the Spearline booth. About Customer Contact Week Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series.

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Telecommunications Contact Center Enterprise Call Center 98

Spearline

MAY 10, 2022

What is VoIP? Voice over Internet Protocol (VoIP) in basic terms, refers to voice being compressed and then sent over the internet to a receiver on the other end and decompressed back into audible voice. There are many benefits to utilizing VoIP instead of a traditional phone line. These include, lower cost of international calls, no need to install a phone line and the ability for agents to work from premises other than the office.

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voip Telecommunications Metrics Customer Experience 98

Spearline

APRIL 28, 2022

In this episode Mike and Kees are delighted to be joined by Stamatios Papadatos from ATOS. Stamatios is a Sr IT Leader Architect from Atos. we chat to him and get his insights into proactively managing your customer experience and much more. Atos is the global leader in secure and decarbonized digital with a range of market-leading digital solutions along with consultancy services, digital security and decarbonization offerings.

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Customer Experience Management Consulting Consulting 98

Spearline

APRIL 10, 2022

Until 2009, contact centers and other organizations had to rely on relatives abroad or holidaymakers to call their overseas numbers to make sure they were working and that the line was of sufficient quality to hold a conversation. This was far from a foolproof system, so a cloud-based SaaS solution was developed by Spearline for multinational organizations to test numbers in almost 80 countries, and growing, around the world.

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Spearline

APRIL 5, 2022

Voice Assure Realtime puts the control in your hands and lets you test your numbers anytime, anywhere. Find out more about Voice Assure Realtime here. People like to talk. You want to make sure your customers have the best experience on your support lines. The question is, how do you know if they are? Spearline’s Voice Assure Realtime allows you to test your numbers anytime, anywhere.

Interactive Voice Response 52

Interactive Voice Response Sales Management 52

Spearline

MARCH 24, 2022

Perceptual evaluation of speech quality – a standard The perceptual evaluation of speed quality has become a telecommunications standard. A standard is an agreed way of making a product, managing a process, delivering a service, or supplying materials. Standards offer comfort. Standards give some predictability of outcomes; typically positive.

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Telecommunications voip Contact Center Quality management 97

Spearline

MARCH 23, 2022

By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. Everything works in their web browser enabling them to use features such as video and chat quickly and easily. The peer-to-peer technology enables your customers to speak directly from one web browser to another; providing them with higher performance and lower latency.

Customer Experience 119

Customer Experience Contact Center Customer Service Technology 119

Spearline

MARCH 22, 2022

Spearline has today released its latest whitepaper titled “ 2021 Telecoms Quality of Service Report” , providing vital insights into the global telecommunications industry. The whitepaper highlights how countries perform on connectivity and audio quality and how China and the US compare. Observations from the whitepaper include the sharp and widespread effect of the pandemic on global telecommunication networks.

Telecommunications 40

Telecommunications Enterprise Technology Accountability 40

Spearline

MARCH 22, 2022

You’ve probably heard of latency, jitter and telephone echo, but have you ever experienced the problem of packet loss? In this article we explain what is packet loss, what causes packet loss and how to recognize when it occurs. What is packet loss? Packet loss is when “packets” or pieces of data traveling across a network do not reach their end destination.

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voip Telecommunications Wireless Customer Experience 98

Spearline

MARCH 21, 2022

Insights into global inbound voice trends and country-by-country performance At Spearline we believe that it is essential to understand connectivity and communication practices at a global level. Our unrivaled fixed-line and mobile coverage in 76 countries, combined with our cloud-based automated platform, allows us to conduct real test calls 24/7. These precisely reproduce and test the call experience for users all over the world.

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