Improving Global Communications - Spearline and IVR... · critical numbers. Spearline Labs testing gives you a clear . ... options such as self-service menus, agent transfers and

Spearline LabsImproving Global Communications

Argentina Colombia Hong Kong Latvia Poland South Korea Belarus

Australia Croatia Hungary Lithuania Portugal Spain Peru

Austria Czech Republic Iceland Luxembourg Romania Sweden Taiwan

Belgium Denmark India Malaysia Russia Switzerland Thailand

Brazil Estonia Indonesia Mexico Saudi Arabia Turkey UAE

Bulgaria Finland Ireland Netherlands Singapore Ukraine Uruguay

Canada France Israel New Zealand Slovakia United Kingdom

Chile Germany Italy Norway Slovenia United States

China Greece Japan Philippines South Africa Vietnam

54

6 *INFORMATION AS OF MARCH 2016

Global Presence

World’s leading in-country testing platform

Spearline Labs | Improving Global Communications

In-country Testing

As trusted by these great companies


“As one of the leading Conference providers in the world, PGi prides itself on the quality of its customers’ experience. Spearline Labs provides first rate audio quality testing tools that allow us to enhance our customers’ experience while cutting down on manual testing and maintenance. I cannot overstate the value of their solutions as we are able to find the problems in a live environment, allowing us to pro-actively work on quality issues with our telecom providers. Spearline Labs has consistently demonstrated the flexibility to meet our constantly changing requirements and I look forward to continuing to work with them in the future.”

Rosie Scott PGI - Director Vendor Management - EMEA

“...a quality confidence metric”

Denis Loh Arkadin - Regional VP of Service & Customer Operations - APAC

Our Platform

Providing insights into your numbers’ performance.

Our toll and toll-free number testing worldwide is simply the best and most efficient way to manage your mission critical numbers.

Spearline Labs testing gives you a clear overall picture of your number performance on an ongoing basis and helps you proactively manage your call audio quality as well as connectivity issues. It enables you to monitor the performance of your providers, benchmarked against the millions of tests we carry out each year and helps you troubleshoot when problems arise.

Our IVR tests simulate real world customer experiences with custom IVR options such as self-service menus, agent transfers and data requests.

This enables you to track the performance of your contact centres and improve ROI on sales and marketing campaigns by ensuring the correct pathways are followed to deliver your customers to the correct agent at all times. We provide real time reporting and automated failure alerts delivering clear insights into agent training, configuration and hardware issues.

NUMBER TESTING IVR TESTING


Our Platform

Knowledge of what’s happening in your global communications network at your fingertips.


IN-COUNTRY TESTING

Proactive monitoring and analysis for call quality, connectivity and IVR experiences in 54 countries worldwide, supported by our dedicated 24/7 testing team.

AUTOMATED TESTING, MONITORING & REPORTING

An integrated customisable platform (no software installation required) to generate real-time reports with instant notification enabling issue identification, thorough analysis and quick resolution.

BENCHMARKING

With 15 million Spearline Labs tests completed to date, our testing has become the industry benchmark for customer experience and contact centre performance.

DASHBOARD ANALYTICS

Reporting dashboards that track key metrics and performance trends, and provide actionable insights to help drive ongoing sales and marketing campaigns.

Outbound Carrier Test

Spearline Labs | Quality Testing

HOW IT WORKS?OUTBOUND CARRIER TEST

SIP ROUTE 2 ROUTE 3ROUTE 1

CARRIERNETWORK

SPEARLINE CALL SERVER (CLOUD)

SPEARLINE LABSCENTRAL SERVER

CARRIERNETWORK


MEXICO

BRAZIL

SPAIN

FRANCE

GERMANY

12

3

NUMBER1 2 3

12

3

1

23

12

3

12

3

12

3

USA


How it works

Conference Company Test


HOW IT WORKS?CONFERENCE COMPANY TEST



GERMANY

CONFERENCEBRIDGE

ITALY

FRANCE

UK

GREECE


How it works

Contact Centre Test

How it works


HOW IT WORKS?CONTACT CENTRE TEST


PBX800

200

800

800

HIDDENPROMPT

DDI


Mobile Solution

Call testing, monitoring and simulation powered by Spearline Labs

Spearline Labs | Call testing, monitoring and simulation

OVERVIEWA central SIM Bank will host the SIM cards from Mobile operators from all around the world. This allows us to manage all SIM cards centrally. When we need to run a test the SIM card is copied from the central bank to the probe in the country where the test is needed.

RUNNING A TESTThe SIM card is cloned from the central to the remote probe.

Once the SIM card has been cloned it is registered to the mobile network and the desired tests are run.

MOBILE SOLUTION USES→ Quality Tests to Toll & Toll Free numbers

from In-Country mobile networks

→ False Answer Supervision

→ Route testing & Benchmarking

→ SMS Testing

→ Data Testing

1

2

Mobile Solution

To learn more about our mobile solution please contact our sales team: [email protected]

MEXICOPROBE

SIMBANK

CLONE

PERFORM TEST

UKPROBE

1

2

SIM BANKVERIZON

USAAT&TUSA

VODAFONEUK

SPEARLINE LABS PLATFORM WHERE WE WORKFUTURE FOCUSHOME


How it works

Ensure sales and marketing lines

are active and generating revenue

Simulate and test real world

campaigns and scenarios

to monitor the health of your

total customer experience and

campaign performance

Ensure that your clients receive

the highest level of sales and

operational customer service

Identify issues, optimise

operations and deploy resolution

Optimise customer experience on

every channel by simulating agent

activity

Measure your carrier call quality

& identify transcoding on

downstream carriers

Speedy delivery of complex

projects/campaigns, on budget

and on time

Ability to choose the best carrier

for your company and reduce your

telecoms costs

Return on Investment

Our real-world tests offer measureable ROI

RETURNON INVESTMENT


Sample Report

Quality Testing

Spearline Labs | Call testing, monitoring and simulation

PESQ LISTENING EFFORT SCALE:

QUALITY TESTINGFEBRUARY 2016

TESTING OVERVIEW → Testing Connection, DTMF tones and Audio Quality on 29 numbers in 9 countries - down 5

numbers from last month and no testing in Australia this month. Spearline Labs can test in 53 countries

→ Additional test job running for 53120123456. Lowest PESQ deteced on this job name was 3.1. No other issues detected.

→ TranscodinginBrazilidentifiedandresolved.

CONNECTIONFAILURES

AVERAGEPESQ

TESTINGFAILURES

3 7TOTAL TESTS

4,048↑1.7%

3.63 ↑8.3%

PESQ BELOW 3.0

77MOBILE

34.19%

PESQ BELOW 3.3

273EMAILS

38.79%

63%

ALL RESULTS COMPARED TO PREVIOUS MONTH | *RESULTS INCLUDE STICKY JOBS

↑8.43%

PESQ ABOVE 3.0

3,960NO ALERT

35(0.87%)2

(0.05%) 236(5.85%)

2504(62.03%)

ARKADIN

0.07%3

99.93%4,081

1260 (31.21%)

QUALITY ASR*

3.80 - 4.30 Completerelaxationpossible;noeffortrequired

3.30 - 3.79 Attentionnecessary;noappreciableeffortrequired

2.80 - 3.29 Attentionnecessary;smallamountofeffortrequired

2.40 - 2.79 Moderateeffortrequired

2.00 - 2.39 Considerableeffortrequired

1.00 - 1.99 Nomeaningunderstoodwithanyfeasibleeffort

BUSY

CONNECTED

6.68%TOTAL TESTS

BELOW 3.3

0.17%TOTAL TESTS

FAILED

TESTING STATS SUPPORT STATS

2.31LOWEST PESQ

2NUMBER OF

TICKETS

100%ANSWER TIME

< 15 MINS

SAME

HIGHEST FIALING NUMBERS FAILURETOP FAILING NUMBERS CARRIER FAILURE REASONS

1680012345678 TATA Busy

1780012345678 SINGTEL Person answering call- possible wrong number

1780012345678 VERIZON Person answering call- possible wrong number

1880012345678 ORANGE Busy

1880012345678 CHINA TELECOM Operator Answering Call

4480012345678 CHINA TELECOM Busy

1880012345678 AAPT Operator Answering Call

AVERAGE PESQ QUALITY PER COUNTRIES

0.0

1.5

3.0

4.3

MAX SCORE


IVR Testing


How it works


Online testing platform with test calls customised for specific call flows and to replicate user behaviour to test IVR specification

Test calls check individual steps and reports on both toll and toll-free number and DDI failures

Agent receives automated test call which requires the to enter verification data

Test call is recorded and can be played back at any time

Test will re-launch automatically under parameters given

Fail reasons recorded such as “No agent”, “Voicemail” or “No DTMF”

1

2

3

4

5

6

HOW IT WORKS?IVR TESTING

http://www.spearline.com/

Customer Use Case

IVR Platform Specification


Spearline Labs provided a customer with an online portal that

provided the ability to add and maintain their numbers & IVR flows,

create and schedule test plans, generate alerts, measure key

functionality like ASR, Post Dial Delay, DTMF functionality, Audio

Quality and Call Whispers.

The platform offered the following functionality:

Uploading call flow to dashboard

Create IVR Templates

Edit IVR Flow

Schedule Tests

Configure Follow Up testing

Reporting / analytics

OVERVIEW

The interface allowed the user to filter results based on:

REGION EMEA, APAC, LATAM, etc

COUNTRY USA, Mexico, UK etc

VENDOR Vendor A, Vendor B, etc

TERMINATION TYPE eg Sales, Support, Reservations, etc

NOC Failure AlertsSpearline Labs worked with the customer to determine the

optimum method of alerting on test failures. Options included

Email, SMS, API, SNMP. The interface allowed you to edit alerts and

who receives them. This would be generated for number outages

where calls failed to connect, IVR flow issues, call disconnects, DTMF

issues, quality drops etc. Some examples of failure alerts would be

as follows:

Example 1: Audio Quality Drop

Example 2: Failure to connect

Example 3: Wrong whisper


Dash 1

Customer Use Case

IVR Platform - Map View



Dash 1

Customer Use Case


IVR Platform - Create Test

Customer Use Case


IVR Platform - Retest Issues


Dash 1


Dash 1

Customer Use Case


IVR Platform - Analytics

Success Story

Customer IVR Management

LINE STABILITY AVERAGE

2015

Line Management 2015

AVERAGE LINE STABILITY

130%

TFNs REMOVEDTFNs FIXED

251

SUCCESSFUL CALLS

OTHER FAILURES

AGENT TIMEOUTS

WRONG CODES

HUNG UPS

VOICEMAILS

70,560 TESTS

75%

85%

95%

100%

TFNs MONITORED

1285

INCREASE IN TESTLOGGED IN CRM

SLA

53COUNTRIES

86%

26%

60%

228

70%

9%

9%

3%3%

8%



Number Testing Nov 8, 2015 - Dec 8, 2015

Numbers

Dashboards

Tests

Reports

Settings

11:39:54

Customise Dashboard | Delete Dashboard

Country Vendor

CURRENT ISSUES COUNTRY: IndiaNUMBER: 0800 12345678DEPARTMENT: India Sales

COUNTRY: FranceNUMBER: 0800 12345678DEPARTMENT: EMEA

2

Search for number and more Quick AddUpdates


Testing Overview

3.32%* of all calls experience failures!How many of yours do?

7 in 1,000 Calls fail to reach you

14 in 1,000 Calls experience

IVR issues*

12 in 1,000 Calls have poor

audio quality

Test now with the Spearline Labs platform

www.spearline.com

* INCLUDES OTHER FAIL REASONS


Appendix


Dash 1


Dash 1

REPORTING DASHBOARD (Currently in Beta testing)

MAP VIEW DASH VIEW


Dash 1


Dash 1

CREATE NEW DASHBOARDHEALTH BY COUNTRY

Projects In Development

Global testing of common issues such as false answer, early answer and late disconnect issues

FALSE ANSWER TESTING

Test for audio quality, connectivity, DTMF and CLI automatically worldwide

ROUTE TESTING

MOBILE SOLUTION* (JULY 2016)

CARRIER/OPERATOR SOLUTIONS

Automated in-country mobile carrier testing of TFNs.

TFN TESTING


Appendix

Projects in Development

MOVING FROM PESQ TO POLQA

Currently under evaluation. Moving tests from a long PESQ prompt to a short but repeated POLQA prompt will offer more insights into the audio quality performance on calls.

Rather than providing one quality score for the overall call we can provide multiple scores for each test allowing you to identify if there were issues on all or only part of the test call.

BENEFIT

MOBILE TESTING SOLUTION

Currently Spearline Labs test from the incumbent PSTN carrier in each country. In order to replicate customer experience from other networks Spearline Labs are currently developing a mobile testing solution.

Replicate customer experience from many networks. When an outage is detected identify if all or only some networks are affected.

BENEFIT

NEW REPORTING INTERFACE

Currently in the late stages of development by Spearline Labs the new reporting engine will allow you to view real time testing data in a quick and efficient manner. Reports can be customised, bookmarked and sent via email. The new interface also contains a world map which can be useful for NOC teams and reporting to internal customers.

Build customised reports, provide internal customers with visibility on how their service is performing, gather key data and trends allowing you to make better & more informed decisions.

BENEFIT


Appendix

PLATFORM - HEALTH BY COUNTRY/LOB


Dash 1



Dash 1

Appendix

PLATFORM - DASH VIEW


Contact Sales

Liam Dunne Sales Director

M +353 (0)86 3834105T +353 (0)28 51460E [email protected] www.spearline.com

Documents

Improving Global Communications - Spearline and IVR... · critical numbers. Spearline Labs testing gives you a clear . ... options such as self-service menus, agent transfers and