The Challenge

Wise contact center leaders know the importance of excellent customer experience and engagement, which generates vital goodwill and drives sales. It’s essential that call center and VOIP organizations are fully equipped to perform at the highest levels when dealing with customers. Companies that invest in performance improvements to streamline process and enhance the customer experiences generally drive higher sales and better conversion, leading to more revenues and goodwill amongst customers.

However, VOIP and call center infrastructure are pretty complex. There are many internal and external moving parts that make these operations difficult to manage and tedious. 

Unfortunately, the customer experience is often considered an afterthought as call center and VOIP teams prioritize other issues that degrade the user experience. 

Historically, real-world performance data has been extremely difficult to measure. Many call center teams rely on trial customer calls— which often don’t reflect the actual user experience.

 

The Solution

HeadSpin helps organizations understand call center and VOIP performance. We continuously and accurately monitor the performance and UX — measured using real devices running on real networks. These insights allow our customers to easily identify potential issues, investigate them, and quickly take action to improve their operations — positioning the company for continued leadership.

 

HOW WE DO IT

Headspin devices are deployed in nine locations throughout Australia to perform OTT app testing using widely popular apps. Tests are conducted on LTE networks using real Apple, Samsung and Google Pixel devices.

 

Call Center and VOIP Infrastructure

Call center operations are complex. By working closely with our partners, we identified the critical elements of the process. 

A typical layout looks like this:

In the Customer Contact Centre: 

  1. Contact centre infrastructure 
  2. Call management software 
  3. IVR & QMS 
  4. Agent Applications 
  5. WAN/Cloud termination 

Cloud Contact centre elements: 

  1. Server side 
  2. Routing 

Consumer and enterprise user access: 

  1. App 
  2. Phone – termination in network
  3. Browser
callcenter


Identifications of Important KPIs

HeadSpin helps organizations understand call center and VOIP performance. We continuously and accurately monitor the performance and UX — measured using real devices running on real networks. These insights allow our customers to easily identify potential issues, investigate them, and quickly take action to improve their operations — positioning the company for continued leadership.

 

The HeadSpin Approach

The-HeadSpin-Approach

During this phase, we will baseline current performance in all areas and use that to evolve KPI goals. Engineering will then do fixes to achieve these KPI goals.

Engineering team to make software and product configuration changes to achieve the goals agreed in DIAGNOSE phase. Repeat the DIAGNOSE tests to validate that the KPI goals have been met. Repeat DIAGNOSE and IMPROVE till KPI goals are met. 

Ensuring constant excellent experience to end users and apps. 

  1. Continuous monitoring of production apps using HeadSpin

  2. Integration of HeadSpin into engineering Lifecycle to ensure that performance KPIs are met before production push.

  3. End to end automation of #1 and #2. 

 

In addition to the core platform based services, Headspin will engage a product deployment and consulting team to define, design, deploy the solution and support the engagement. 

UI flows will be automated using Appium. Once Automated, the Appium scripts will be executed continuously on the handsets and desktop environment. These Appium scripts will compute the KPIs and record them on the dashboard.

 

HeadSpin Solution

HeadSpin will create a hybrid infrastructure – A combination of Test harnesses in customer call centers and HeadSpin device farms. Service & analytics will be a SaaS. For on-premise deployment, HeadSpin will provide a KPI monitoring system installed on a server that can monitor the system and provide the Agent data continuously. The Client side is the mobile devices, desktop, web and app that will be automated to exercise the UI Flows from the HeadSpin cloud data center. The Cloud infrastructure is to run the test cases on handsets and desktops to automate the UI flows of how a user will initiate the call. This involves Android/iOS handsets and Desktop Clients. The on-premise software is needed to measure the Agent performance and functional KPIs. If the customer already has Agent performance monitoring software, then Headspin will provide the cloud hosted environment to measure/monitor KPIs for B and C.Ω

 

telia

We worked with Swedish Mobile Operator Telia to measure the Voice/Call quality and Call KPIs on Android and iOS handsets enabled on Telia SIM Cards. The goal is to continuously monitor the Voice/Call KPI and signal an alert any time there is excessive Call drops or KPI failures and degradations. The entire end to end monitoring is presented in a live dashboard: 

https://telia-grafana.headspin.io/d/jxTrIqFik/telia-user-experience-monitoring-dashboard?or gId=1&from=1538017742356&to=1541324150941  

telstra-logo

Telstra is one of the large Telecom customers of HeadSpin. With Telstra, we provide their Network Management and Monitoring team a proactive Voice/Video measurement framework that focuses on Voice/Call quality, Roaming call quality, 5G Voice/Call quality and finally WiFi call quality. 

https://www.headspin.io/customers/case-study/telstra 

Aws_China

 

We worked closely with AWS China to help them understand the latency of the AWS Cloud endpoints in comparison to the Alibaba Cloud endpoints. The latency measurements is done on real iOS and Android handsets that are SIM card activated. This specific project was implemented in the Middle East to demonstrate to the end customers that AWS performs better than Ali cloud. 

https://www.headspin.io/customers/case-study/aws-china

8x8-Logo

 

We worked with the 8x8 team to measure the Video/Voice KPIs and functional KPIs in case of conference call use cases, benchmark the performance of 8x8 mobile app and desktop software against other competing solutions in the Unified Communications space like ZOOM, Blue Jeans and Webex. The HeadSpin team worked closely with the 8x8 team in implementing the automation of all the UI flows involving 1-1 and multi party conference calls 

https://www.headspin.io/customers/case-study/8x8

audiowave-ver1

 

 

These are examples of how HeadSpin implements of Audio/Voice measurement using HeadSpin’s proprietary hardware and API technology 

https://www.dropbox.com/sh/zkyj3hgniwb7gz9/AACBjcfa1ihvZ3y-jHjhzu3Ga?dl=0 

"With HeadSpin, we don't have to use network measures as a proxy for customer experience. Now we get data and insights into real customer experience."

 

DAVID ROWE

 Product Performance Team Manager, Telstra

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