End-users expect quality voice calls, minimal-to-no interruptions, and for the most part, they want to have a similar experience as they would in the office. This has not often been the case during the novel Coronavirus period, and it's shown in many instances. Large-scale outages often go unreported until customers make service providers aware there's a problem, I'm told by experts at Spearline.
It could be because of everyone trying to access telecommunications or broadband services at the same time, or any number of other reasons. I spoke with Spearline CEO and CO-Founder, Kevin Buckley, who told me, in March, there were interruptions and reductions in call quality on a global scale. Spearline reported international telecom connectivity declined in Italy, Spain, France, and Germany.
"We've tested call quality, connection, and latency, right down to the contact center. Now that people work from home, we have to start building toward solving new challenges"
April presented a set of new setbacks for service and broadband providers, according to data collected by Spearline. In April 2020 alone, Japan and Russia experienced what Buckley called 'Significant connection issues,' while audio quality remained strong. Ecuador and Israel also witnessed both connection and audio quality problems.
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Kevin Buckley[/caption]
He noted, in Japan, there's been 'very poor connectivity and high failure rates,' which peaked on April 22 at nearly seven percent, although audio quality's remained 'Remarkably strong,' according to Buckley. China had an average failure rate of 0.02 percent. The USA maintained strong connection rates and audio quality remains stable, according to the report. The UK's experiencing strong performance with failure rates averaging 0.05 percent over the past few weeks.