• Solutions
• Services
• Markets
• Company
• Customers
• Press Releases
• Contact Us

• Data
• VoIP
• Video
• Traffic Policies
• VocaLite
• DataLite
• Desktop Agent

VocaLite VoIP Self-test - Empowering your customers

Understand VoIP service quality right from the Customer Premises

In a legacy telephony network, a network-centric approach for assuring voice service was sufficient to assess the level of service quality. Today, service quality is derived not only from network resources, but also from a true end-to-end service delivery view and, most importantly, a customer's perception of their IP Telephony service.

Customer satisfaction is assessed on more than technical performance
The overall quality of an IP Telephony service relies on issues beyond solely technical delivery. Other facets of quality including a users perception of your willingness to help when service levels drop and an engaging and pro-active customer services dept. are all-important when making a decision on whether to switch IP Telephony provider or not. Therefore, a pro-active and engaging approach to service assurance is necessary to maintain customer satisfaction and hence retain subscribers.

VocaLite™is the next-generation customer support solution that has everyone talking. VocaLite™gives customer service representatives (CSRs) the diagnostic information required to more effectively handle and accurately process subscriber VoIP faults. No more guesswork and wasted time. No more lost customers. And it’s all based on a concept of empowering the subscriber.

A Call for Quality (What it is) Either through instruction from CSRs or by their own initiative,subscribers start VocaLite™ via a web-browser where, after a few minutes, a thorough two-way analysis of the connection is completed. Subscribers are provided with a basic summary of tests and advised that results will be automatically forwarded to the service provider to expedite their enquiry. Meanwhile customer service representatives have access to an extensive list of test results along with visual pass/fail indicators.

Extend VoIP service performance visibility right to the Customer Premises
Measurements of voice quality (MOS) and call-setup information (SIP) is presented, and within moments of glancing at the results a non-technical agent is equipped to either assure a customer of adequate service quality or acknowledge the presence of a fault and move the query to 2nd or 3rd line support.

How it works VocaLite™uses the subscriber’s PC to emulate a SIP phone and initiates two-way active test calls to VocaLite™ Servers deployed throughout the network under test. All TCP/UDP traffic is marked for QoS exactly as the underlying provider’s traffic would be and key QoS and SIP-based signalling metrics that affect customer experience are measured.With exact SIP and packet emulation the end-to-end test results are truly and wholly representative of a standard VoIP call across the network.

Call quality can be measured across virtually any network paths where a service provider has access. From the VoIP subscriber end, test calls can terminate on VocaLite™VoIP, TDM or Mobile servers providing real-life scenario coverage and broad insight into customer experience.

With VocaLite™, service providers can understand both the physical network and the key applications and switches that are critical to VoIP services - all from the end-user perspective. As a result, you get real-time insight, from the customer premises into the performance of supporting applications and their relationships to service-affecting faults.

Sample Vocalite Reporting Screens - Including Call Centre, OSS and Customer Views