Generation 5: Going Mobile


Strong connectivity is the key to the future. The days of waiting around for your internet to barely handle multiple connected devices are over.

Connect - The Spearline magazine


This is the inaugural edition of Connect , the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally.


Spearline’s Automated Number Test Campaign: 10 Years Strong


10 years ago, Spearline developed the first-ever automated testing platform to proactively monitor global toll, toll-free, inbound and dial-out numbers.

How QA ensures no problems reach contact centers.


As a contact center professional, do you ever wonder what happens behind the scenes for products of the highest standard to reach you? Products that enable you to fulfill your role for your customers?

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Spearline Podcast | Episode 2: Customer focus and CX Day


In this episode of the Spearline podcast, Kees interviews Customer Engagement Manager JJ Barry about his role with the company, CX Day and the importance of customers.

Spearline Podcast | Episode 1: How Remote Working Can Benefit Your Company


Keeping you up to date and informed with all the latest news, queries and questions with some of the biggest names in the telecommunications world.

How the Contact Centre industry has changed over the past five years


To celebrate Engineer's Day 2019 in India, I recently had a conversation with Prashant Sharma who is the Country Manager for Spearline’s Ahmedabad office in India*. Before we discuss the contact centre industry, tell us about your own professional background.

Give the gift of better global communication to customers this Christmas


In the lead-up to Christmas, we are all busy - some of us frantically - searching for the perfect gift for our loved ones. For families who have members living and working abroad, there is one gift that is priceless - a conversation.

Spearline Podcast | Episode 5: Assuring your customers with the highest Quality.


In the newest episode of the Podcast series, Josh speaks with Quality Assurance Manager Patrick O’Connor, who tells us about his role and gives an insight into the importance of quality assurance in the customer’s journey.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Proactively prepare your contact center for Black Friday.


With the built-up excitement for Black Friday about to be unleashed at the end of the week across all retail stores and websites, it’s another sector that can easily get affected and should be prepared for the increase in traffic: Contact Centers.

An insight into the process of developing a product for a customer


Could you tell us about your role here at Spearline? So I started in Spearline four and a half years ago, in June 2015, and I was a junior software engineer at the time.

How Latency is affecting YOUR customers


We live in an age of instant gratification and a constant 24/7/365 endless open demand for fast data and information to reach one another. Instant, straightforward communication is a massive want, and need, especially for the customer.

A behind the scenes look at the importance of benchmarking and testing


Could you tell us briefly about your background and role at Spearline?

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Is your organisation reaping the benefits from API?


"We used the Spearline API since day 1. It was a way for us to better analyze test results and do correlations that are centered on our business and user cases." " Pierre-Baptiste Béchu, Tech Co-Founder, Aircall.

APIs 52

Augmented Reality and the Network


Bob Dylan once said, “the times they are a’ changin” and that couldn’t be truer when it comes to the telco industry. The execution of VoIP , playing around with the idea of cognitive networks , the evolution of the Internet of Things (IoT), using enhanced features like A.I.

Proactively generate more revenue by answering your customer's needs


For any successful relationship to work, both sides need to make sure there is some form of connection with each other. Whether it could be similar interests, hobbies, or goals, it always boils down to having strong communication.

Contact Centre #Trending


The most refreshing, but also most frustrating aspect about trends, is that they come and go so fast, that by the time you begin to get used to it, it’s outdated or evolved into something new.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

October Telecom Conference Coverage 2019


It’s been a busy, insightful and exciting month for the world of Telecoms as multiple events took place across the globe, bringing together some of the brightest minds not only in the Telecoms industry but in the wider Information Technology arena.

68 countries and counting…. Welcome Nigeria to Spearline Fixed Line Testing!


Hello Nigeria! 68 countries and counting … Welcome Nigeria to Spearline Fixed Line Testing! We are pleased to announce that we have a fixed line certified and available for testing in Nigeria. We secured the line directly with one of the major telecoms carriers in Nigeria - Vodacom Nigeria.

Common Online Conferencing Problems


Teleconferencing, video- and web-conferencing have changed the way businesses communicate and collaborate.

voip 56

How contact centres monitor their telecoms networks to reduce customer churn


Contact centres face issues like latency and jitter every day without even knowing it’s happening. To combat this, tens of thousands of tests are carried out per day through routes in over 67 countries to ensure phone lines are working.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Spearline Podcast | Episode 4: Development and Artificial Intelligence


In the latest episode of the Podcast series, Josh speaks with Brian Mullins, a Software Engineer from the Development Team here, who tells us about his role and gives an insight into the ever-expanding world of Artificial Intelligence and how Spearline is helping support him with his studies.

Spearline and Amazon Web Services Partnership


Technology has revolutionized the way in which modern organizations do business. Cloud computing has driven down Information Technology costs and helped companies across all industries increase their flexibility and productivity.

A behind the scenes look at how innovation is key to contact center phone numbers monitoring globally


We take a look behind the scenes at how contact center phone numbers are monitored. Service reliability engineer at Spearline, Patrick Lynch tells us that it’s all about balancing existing technology with developing new innovations.

The importance of connectivity for remote working in small businesses


There's no place like home. Whether it's growing commuting expenses, the capacity to regulate your time, or the liberty to follow your passion, now more than ever individuals are creating possibilities to work remotely.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Celebrating Diwali at Spearline


Diwali is the five-day festival of lights, celebrated by millions of Hindus, Sikhs and Jains across the world, and was also celebrated here, for a third time, in the Spearline HQ offices in Skibbereen.


The importance of motivating your Call Center agents


A call center manager's role in a company is a difficult one. From analyzing the center's metrics, providing excellent support for their customers, and setting clear long-term goals and objectives for the company, they have a lot on their plate.

Managing CX - Hidden downtime and blind spots


Surprises can be fantastic and energizing, but for IT professionals not so. In the increasingly complex arena of information and communications technologies, change is managed very carefully and monitoring is comprehensive.

Talk to me: UC, UCaaS, CPaaS, CCaaS


Like many things linked to technology, the communications landscape is constantly evolving. Once upon a time, the major modes of communication were generally bundled into a state institution providing postal, telegraph, and telephone services.

voip 52

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Spearline’s JJ Barry talks about customer engagement and being world leaders in CSAT and NPS


JJ Barry, Customer Engagement Manager at Spearline. Can you give us a brief overview about yourself and your role at Spearline?

67 countries and counting. Kenya joins Spearline fixed line testing


“Habari” Kenya! 67 countries and counting… Welcome Kenya to Spearline fixed line testing! At Spearline, we are always trying to replicate your customers call experience.

Why proactive call monitoring protects your business


If you don't have a proactive approach to network monitoring, then there is a good chance you are using your customers like crash test dummies.

Happy CX Day 2019!


CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. “World-class” NPS score!

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.