Voice quality: an unheralded factor in customer experience

Date: April 23, 2010
Pages: 9
US$ 395.00
Publisher: Ovum
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)

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Voice quality: an unheralded factor in customer experience
In the rush towards cost efficiencies made possible by voice over Internet protocol (VoIP) communications, many enterprises have given short shrift to monitoring and improving voice quality. However, this creates problems in the contact center where poor voice quality leads to poor customer experiences – and to increased inefficiency due to longer-than-necessary interactions. But through some simple to deploy technologies, contact centers can use voice quality enhancements to drive improved customer experiences.
Executive summary
In a nutshell
Ovum view
Recommendations for contact centers
Recommendations for enterprises
Recommendations for vendors
Improvements to voice quality for the contact center
Taking a proactive role
Customer experience starts with the agent
Open standards open up possibilities for quality improvement
A holistic approach
A survey and not a census
Other solutions


Figure 1: Action points to measure or improve voice quality in contact center interactions
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