Ditech Networks EXi Solution Improves Voice Quality of Experience

By Stefania Viscusi

TMCnet Assistant Editor

 

Not just something for the call centers to concentrate on any longer, customer experience is extending to even the service provider realm now as more and more findings suggest that improving services based on actual customer experiences, can having significant benefit.

 

That is what the new Ditech Experience Intelligence solution promises to provide.

 The solution offers providers a way to improve call experience of their communication networks by finding places of voice quality impairment and offering a ready solution as a way of increasing subscriber satisfaction and reducing the likelihood of them switching services.

 

The solution provides VoIP carriers as well as wireline and mobile carriers with a solution to help with the problem of voice quality disruptions that affect retention rates in the industry.

 

Call quality is an important element to retaining customers for carriers, and this solution provides a way to not only identify the problem but also fix it based on findings of the customer experience.

 

Three elements make up the solution: EXi Agent, EXi Collector and EXi Reporter. Together they allow the solution to support large carrier networks and do as their names suggest-- measure, collect and report on such factors as call quality, speech and noise levels, echo and network delays.

 

Commenting on the solutions effectiveness, Tim Montgomery, president and CEO of Ditech Networks (News - Alert) said in a statement to the press, "Many of today's tools fail to identify certain impairments—let alone resolve them. With Experienced Intelligence, we extend the carrier's control beyond mere network statistics and enable them to fine-tune the actual customer experience."

 

According to a news release, the solution can be used for optimal fine-tuning of the communications network and to provide callers with a satisfying experience. Using the solution, carriers can look at data in a number of ways to uncover such things as overall Mean Opinion Score (MOS) values, trend analysis as well as utilize Ditech's VQA technology to identify areas needing the greatest improvement within their network and the solution can also be used in combination with other Ditech Networks voice quality platforms.