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!

Call Center 52

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.

Call Center 52

Call Center Average Handle Time Interactive Voice Response 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.

Contact Center 52

Contact Center Management 52

Spearline

JANUARY 25, 2023

Spearline is delighted to announce that it has been shortlisted as a finalist in the Cork Chamber’s Company of the Year Awards 2023. CEO and co-founder Kevin Buckley said it’s a great honour to be a finalist in the Cork Chamber’s Company of the Year Awards, “This award recognises our team’s hard work and efforts in growing and expanding the company over the past few years.

Telecommunications 52

Telecommunications Customer Experience Technology Marketing 52

Spearline

JANUARY 24, 2023

Welcome Angola to Spearline! Spearline is proud to unveil Angola as the latest addition to our rapidly expanding mobile testing network. With the inclusion of Angola, our global coverage now reaches an impressive 83 countries. That’s right, you can now confidently test your mobile numbers on Unitel and Movicel, the top two operators in Angola with a combined market share of 73%.

Contact Center 19

Contact Center Marketing Management 19

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.

voip 52

voip Benchmark Customer Experience Contact Center 52

Spearline

DECEMBER 19, 2022

What a couple of years we’ve had! Our heads are still spinning from the rapidity of the shift toward digital channel and cloud adoption, as the continuing health crisis forced our work environments and infrastructures to bed down in the virtual sphere. We are only now getting the breathing space to appreciate the implications of our enforced digital revolution.

Contact Center 52

Contact Center Self service Interactive Voice Response Chatbots 52

Spearline

JANUARY 10, 2023

Q&A Series filmed in Spearline HQ: Question 1 Chief Product Officer at Spearline, Tsahi Levent-Levi, answers “Is there a typical ‘catalyst’ moment when customers realize they need WebRTC monitoring?” About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services.

Management 52

Management 52

Spearline

JANUARY 10, 2023

Q&A Series filmed in Spearline HQ: Question 2 Chief Product Officer at Spearline, Tsahi Levent-Levi, answers “Can testRTC capture the signaling traffic during the call setup phase of a WebRTC call?” About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services.

Management 52

Management 52

Spearline

JANUARY 4, 2023

In the last 8 years I’ve been on this journey of WebRTC testing and monitoring with testRTC, I had a chance to learn a lot from our customers. I’d like to share some of these learnings with you, focusing on WebRTC stress testing: #1 – WebRTC stress testing comes in different shapes and sizes When developing a WebRTC application, there comes a point in time when you need to scale that application – make sure it works for more users, in more locations, in more ways.

Metrics 52

Metrics Contact Center Scripts APIs 52

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.

Technology 52

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%.

Contact Center 98

Contact Center Marketing Management 98

Spearline

DECEMBER 8, 2022

Skibbereen technology company Spearline acquires Callstats from 8×8 Skibbereen, Co. Cork, 8 th December 2022: Spearline, a leading global provider of communication testing technologies, has acquired Callstats analytics, diagnostics and optimization technology for WebRTC from 8×8, Inc. (NASDAQ: EGHT) for an undisclosed sum. Spearline is headquartered in Skibbereen, Co.

contact center solutions 19

contact center solutions Telecommunications Contact Center Technology 19

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.

Technology 52

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.

Telecommunications 98

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.

Contact Center 52

Contact Center Telecommunications Call flow Interactive Voice Response 52

Spearline

NOVEMBER 10, 2022

For the full live experience click here. Talkdesk discusses managing remote agents’ networks Watch a replay of our live webinar from Wednesday, November 9th hosted by Tsahi Levent-Levi, Spearline’s Chief Product Officer, and Jacob Rivers, Director of Network Engineering at Talkdesk. One of the bigger challenges with managing remote agents’ networks is handling complaints about connectivity and quality issues when you don’t have insight into their home network environment.

Management 88

Management Consulting Consulting Engineering 88

Spearline

OCTOBER 19, 2022

IVR Testing Tools with Matthew Lawlor. “ At Spearline our product vision is to create one platform, which makes managing all business critical communications easy a nd IVR fitted into that product vision, because IVR is how our customers interface with theirs. By providing a tool for the customer to be able to map out your IVR is hugely valuable.

Management 52

Management 52

Spearline

OCTOBER 18, 2022

At Spearline, we recognize that Interactive Voice Response, or IVR systems are an important point of contact between you and your customers and carry the weight of your brand message. With this in mind, we have developed a comprehensive IVR testing solution for you to track call and data flows to your agents irrespective of location. Let’s take a look at just how our testing tool can shore up your IVR system integrity.

Interactive Voice Response 52

Interactive Voice Response Contact Center Wait times Customer Service 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.

Call Center 89

Call Center Customer centricity Telecommunications Call flow 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.

Contact Center 52

Contact Center Self service Customer Experience Management 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.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Contact Center Wait times 52

Spearline

SEPTEMBER 26, 2022

Digital transformation (DX) is redrawing the entire contact center map. One of the most disruptive DX trends is the shift to a seamless omnichannel customer experience (CX). Increasingly, customers (we’re looking at you, millennials ) are choosing webRTC avenues for sales and support before they even consider making a call to a contact center. These new, interconnected WebRTC communications channels are vulnerable to all the usual web demons; breakages, outages, latency, jitter, etc.

Contact Center 98

Contact Center Customer Experience Self service Metrics 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

Scripts 98

Scripts Contact Center Metrics Benchmark 98

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.

Transportation 97

Transportation Contact Center Benchmark Engineering 97

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.

Self service 19

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.

Transportation 10

Transportation Contact Center Benchmark Engineering 10

Spearline

JULY 28, 2022

Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections? With Spearline’s MS Teams Voice Quality Test , you can find out. The MS Teams Voice Quality Test will replicate your call flow to or from your Cloud PBX provider.

Call flow 97

Call flow Enterprise Technology Management 97

Spearline

JULY 21, 2022

Not all calls connect successfully. Especially over the Internet. The bigger your WebRTC service, the more customer complaints on connectivity and quality. Is this a familiar scenario? A user complains, but you need specifics on the date and time of the issue. You ask them to try again, run a speed test and send you the results. Or ask if they can just configure it to run with the log and send you the log.

Average Handle Time 52

Average Handle Time Management 52

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.

Telecommunications 98

Telecommunications Contact Center voip Engineering 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 8, 2022

Welcome Peru, Ecuador, Kenya and Nigeria to Spearline! We are delighted to let you know that you can now test your mobile numbers in Peru, Kenya, Ecuador and Nigeria across the countries major mobile networks. Peru – Movistar and Claro – Between the two operators, they hold over 59% of the mobile market in Peru. The solution is hosted in Lima which is where the calls will originate from and terminate in.

Telecommunications 98

Telecommunications Marketing 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.

Telecommunications 98

Telecommunications Marketing Management 98

Spearline

MAY 10, 2022

Voice Assure Interstate puts the control in your hands and lets you test your numbers in any state or province in the United States or Canada. Find out more about Voice Assure Interstate here. Contact our sales team today and start testing your numbers or visit www.spearline.com. People like to talk. You want to make sure your customers have the best experience on your support lines.

APIs 98

APIs Analytics Sales Management 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.

voip 98

voip Telecommunications Metrics Customer Experience 98

Spearline

MAY 3, 2022

Phone number testing is arguably one of the most important aspects to ensure an excellent customer experience. No matter what business you operate, your phone numbers are one of your most important assets. Studies show that phone calls are the most used channel for customer service. While other contact channes such as email, online chat and FAQs etc. are important, when a customer takes the time to actually phone you, it is generally for something important.

Benchmark 98

Benchmark Customer Service Customer Experience Feedback 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.

Customer Experience 98

Customer Experience Management Consulting Consulting 98