Voxbone has launched Voxbone Insights to provide customers with end-to-end quality, capacity utilisation and billing metrics in real-time that they can drill into for different stages of the call journey. This gives customers the capability to proactively monitor, isolate and troubleshoot issues before they arise, both on Voxbone's network and the rest of the journey between calling party and recipient. To achieve this in the most convenient and cost-effective way, Voxbone Insights is a software-as-a-service offering that has no need for third-party solutions or expensive network infrastructure.
“We launched Insights because we want to open up the transparency of Voxbone and the service we provide to our customers,” said Pritom Roy, Insights Product Manager at Voxbone.
“People are likely to have quality issues with their calls and, while some have infrastructure to monitor calls, others don’t and that leads to lots of troubletickets and a process to get to the bottom of the issue. We wanted to provide all of the data we have in a transparent way so customers can see a single score for packet loss, jitter or mean opinion score (MOS)”
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Pritom Roy[/caption]
The scores are presented via customisable dashboards supported by configurable real-time alerts with automation presentment of the data performed via an application programme interface (API). This enables score data to be analysed to Whatever the cause of the issue, Voxbone is transparent as to whether that’s in its own network, a partner network or within the customer’s systems. Importantly, results are achieved almost immediately.
“The data is enriched within one minute of a call finishing,” confirmed Roy. “For a customer managing a number of calls that means they can easily look and see where they have issues. If you’re waiting three to six hours to see if you have a problem it’s difficult to react effectively.”
“Most players don’t provide this capability to customers but without it, you’re flying blind,” he added. “Voxbone is leading the way and Voxbone Insights will prove itself over time as customers gain better insights into of their calls and gain better understanding of their needs.”
