Empirix: Voice Quality is Important Because "It's What We Expect"
June 03, 2010
By Stefania Viscusi, Assignment Desk Editor
Voice quality remains a necessity for organizations today, regardless of the economic times, as way to keep and gain new customers. Because communicatons over the phone are key to business survival, systems with garbled sounds, one way audio, or dropped calls are not tolerated. To ensure these problems never make it to the customer, it is important that voice quality on the network is always impeccable.
A recent TMC Webinar "Voice Quality in SIP-based Networks: Assuring a Positive Customer Experience," sponsored by Empirix (News - Alert), offered a better understanding of how to deploy SIP-based IP telephony with confidence and outlined essential best practices for managing the customer communications experience.
Walter Kenrich (News - Alert), director of Product Management at Empirix offered attendees inside knowledge on effective voice quality problem resolution and prevention.
According to Kenrich, in some cases, an IP network is rolled out, and so much frustration is caused that users give up, and want to go back to their old digital phone.
"We shouldn't get to that," Kenrich said, " because there is so much value in IP technology."
While there are a number of devices that can affect the quality of a call, like the IP-PBX (News - Alert) and endpoints, media gateways, IVRs, SBCs, and so on - the idea is that regardless of the different types of devices and networks the VoIP traffic has to go through - "you have to make it all work together."
The key, Kenrich noted, is to provide very high quality calls that are the same or better than the quality of the old phone systems.
For more, check out the archived version of the event HERE.
Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.Edited by Stefania Viscusi