Spearline

DECEMBER 23, 2021

Spearline places out a number of test calls, which are set to answer automatically. This means, in a typical test call flow, ringing won’t be heard. To sum it up, the Spearline PDD test is a “call answer time” metric that includes any delay added by intermediary networks.

Telecommunications 98

Telecommunications Call flow industry standards APIs 98

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Spearline

SEPTEMBER 9, 2022

PESQ is an industry-standard audio quality measuring scale that rates actual audio according to the following parameters: Sharpness Volume Background noise Variable latency or lag Clipping Interference IVR transcription Our IVR transcription feature automatically transcribes all audio as it travels along each possible journey on an IVR system.

Interactive Voice Response 52

Interactive Voice Response Call flow industry standards Wait times 52

Spearline

OCTOBER 5, 2021

Your contact numbers support sales orders and customer management and when they are “down” your business is not generating revenue and may be losing customers. In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

Spearline

SEPTEMBER 28, 2022

Tailored test scheduling Spearline’s customizable scheduling feature tests your IVR quality at whatever times suit your service; inside or outside of regular working hours, according to cadence or call flow. We use PESQ (Perceptual Evaluation of Speech Quality) scores to evaluate the quality of the audio we capture.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Call flow industry standards 52

Spearline

AUGUST 13, 2019

Spearline places out a number of replicate test calls, which are set to answer automatically, so in a typical test call flow, ringing won't be heard. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers.

Telecommunications 45

Telecommunications Call flow industry standards APIs 45

EPIC Connections

JUNE 26, 2019

Contact centers are metrics-driven organizations. Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. But let’s dig a little deeper.

Call Center 28

Call Center Call flow industry standards Contact Center 28