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 Technology Marketing Customer Experience 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.

Call Center 52

Call Center Telecommunications Metrics Benchmark 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 Interactive Voice Response Self service Gamification 52

Spearline

JANUARY 11, 2023

WebRTC applications are no different from other applications in the product development lifecycle. That said, understanding WebRTC and that lifecycle can greatly help us in our WebRTC testing needs. There are many ways to depict the product development lifecycle, and this depiction will change based on who is the one illustrating it. Here is my own interpretation of the product development lifecycle, which aligns well with WebRTC testing.

Engineering 52

Engineering Advertising Self service Contact Center 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 10, 2023

Q&A Series filmed in Spearline HQ: Question 3 Chief Product Officer at Spearline, Tsahi Levent-Levi, answers “What differences do you see for companies that have adopted the testRTC product suite to those who have not?” 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 APIs Scripts Contact Center 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.

Marketing 52

Marketing Technology 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 7, 2022

Spearline has acquired Callstats. We have some exciting news to share! After acquiring testRTC a year ago. WebRTC monitoring is now in the best hands. If you’re not aware, Callstats offers a passive monitoring solution for WebRTC applications. You embed their SDK (software development kit) within your application, it then siphons the metrics it needs to its servers for further analysis – similar in many ways to our watchRTC product.

Telecommunications 98

Telecommunications Engineering Metrics Marketing 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.

Telecommunications 19

Telecommunications contact center solutions Enterprise Technology 19

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.

Interactive Voice Response 52

Interactive Voice Response Telecommunications Call flow Contact Center 52

Spearline

NOVEMBER 10, 2022

Spearline’s global coverage is growing at lightning speed! We’re thrilled to announce Pakistan as the latest country to join our mobile testing network – bringing Spearline’s global total coverage to 81 countries. You can now test your mobile numbers across Pakistan’s two major networks – Telenor and Jazz. These two operators dominate the market at 60%.

Contact Center 52

Contact Center Marketing Management 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 Engineering Consulting Consulting 88

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 Interactive Voice Response Telecommunications Call flow 89

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.

APIs 52

APIs Scripts Analytics Personalization 52

Spearline

SEPTEMBER 28, 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 Call flow industry standards 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 Self service Sales Metrics 98

Spearline

SEPTEMBER 16, 2022

Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Building an ecology of CX excellence takes some effort but you’ll be glad you put the work in. Let’s build a picture of what this environment will look like by first discussing some CX issues that frustrate rather than delight our customers. to track call and data flows to your agents irrespective of location, and receive full Call Detail Records (CD

Contact Center 98

Contact Center Customer Experience Interactive Voice Response Personalization 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 Benchmark Metrics Contact Center 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 Benchmark Engineering Contact Center 97

Spearline

AUGUST 17, 2022

Welcome The Dominican Republic, Ghana, Guatemala & Côte d’Ivoire to the Spearline network! We are delighted to let you know that you can now test your mobile numbers in the Dominican Republic, Ghana, Guatemala and Côte d’Ivoire across the countries’ major mobile networks – bringing Spearline’s global total coverage to 80 countries.

Contact Center 98

Contact Center Marketing Management 98

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 Benchmark Engineering Contact Center 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.

Telecommunications 98

Telecommunications Engineering Interactive Voice Response voip 98

Spearline

JULY 7, 2022

At Spearline, we’re committed to transforming the future of webRTC testing, monitoring, and analytics. O ur suite of webRTC testing, monitoring, and analytics solutions provide a raft of real-time and aggregate global and localized testing metrics. These metrics represent performance at all levels of critical webRTC infrastructure and network paths.

Metrics 95

Metrics APIs Analytics Contact Center 95

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

Technical Support 98

Technical Support Healthcare Sales Marketing 98

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. We may have (mostly) emerged from the restrictions that forced this change, but there is undoubtedly a longer term legacy for contact centers, and impact on future contact center trends.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 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

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

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

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.

Contact Center 98

Contact Center Telecommunications SaaS Self service 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.

Telecommunications 52

Telecommunications SaaS Contact Center Self service 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.

Telecommunications 97

Telecommunications voip Government 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 Technology Customer Service 119

Spearline

MARCH 17, 2022

Call centers are the core of today’s industry. Every successful company has a call center to engage with its customers, addressing their needs and providing assistance. It is vital to ensure that these customer engagements build a strong customer relationship. Leading businesses are always on the lookout for opportunities to improve the customer experience.

Customer Experience 105

Customer Experience Call Center Feedback Management 105