Call Quality Performance and Assurance with Razor

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For contact centers..

..delivering exceptional customer service depends heavily on maintaining high call quality.


Poor audio quality, dropped calls, or delays can lead to frustrated customers and missed opportunities, damaging brand reputation and impacting customer satisfaction. Ensuring consistent call quality across the entire infrastructure—whether on a normal day or during peak periods—requires a robust strategy that combines continuous monitoring with rigorous load testing.

Razor’s comprehensive testing and monitoring solutions enable contact centers to uphold high standards of call quality at all times. 



With real-time insights and proactive alerting, Razor provides a complete view of audio performance across all channels, helping you ensure a seamless, reliable experience for your customers.

The Challenges Faced by Organizations

Inconsistent Call Quality Across
the Infrastructure

Maintaining consistent audio quality is difficult in complex environments, especially when calls route through multiple systems and networks. Variability in quality can arise from numerous factors, including network congestion, carrier issues, or equipment limitations, leading to an unpredictable customer experience.

Detecting Quality Issues in Real Time

Audio quality can fluctuate based on real-time network conditions. Without continuous monitoring, it’s challenging to detect and address issues like static, echo, or dropped calls before they affect customers. Real-time visibility is essential for proactively managing call quality.

Ensuring Stability During Peak Periods

During high-traffic events, such as promotional campaigns or seasonal peaks, call quality can suffer due to increased demand on network resources. Load testing to simulate peak conditions is necessary to ensure that systems can handle the demand without sacrificing audio clarity.

Troubleshooting Issues Across
Multiple Channels and Vendors

With calls traversing various channels and third-party networks, pinpointing the source of quality issues can be complex. Without a centralized view, diagnosing problems across carriers, networks, or devices becomes time-consuming, potentially affecting service levels.

Measuring and Maintaining Quality Standards

Organizations need clear metrics to gauge call quality, including Mean Opinion Score (MOS), packet loss, latency, and jitter. Without automated tools to measure and report on these metrics, ensuring consistent adherence to quality standards becomes a manual, reactive process.

Ready to deliver the best customer experience?

Contact Occam today and discover how we can help you Optimize your Contact Center Efficiency with Razor

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How Razor Addresses These Challenges

Razor’s call quality monitoring and load testing tools provide end-to-end
insights across your entire call infrastructure, ensuring a high standard of
audio performance at all times. With Razor, contact centers gain the tools
needed to monitor, diagnose, and maintain optimal call quality—whether
during regular operations or peak demand.

End-to-End Call Quality Monitoring

Razor continuously monitors call quality metrics across your infrastructure, providing real-time insights into factors such as MOS, latency, jitter, and packet loss. This visibility enables early detection of audio issues, allowing your team to address them before they impact customer interactions.

  Proactive Real-Time Alerts

Our system issues proactive alerts whenever call quality dips below acceptable levels, helping your team react immediately. With Razor’s real-time notifications, you can stay ahead of issues and maintain high call quality throughout the customer journey.

  Load Testing for Peak Readiness

Razor simulates high-traffic scenarios to test the resilience of your call infrastructure under peak conditions. By mimicking mass call volumes, we help ensure your systems maintain audio quality even during high-demand periods, providing the insights needed to prepare for peak events with confidence.
  Centralized Troubleshooting Across Channels
Razor centralizes call quality data across all communication channels and vendors, simplifying the troubleshooting process. With a single source of truth, your team can quickly pinpoint the root causes of quality issues, whether they stem from network congestion, third-party carriers, or internal systems.
  Automated Reporting and Quality Assurance Metrics
Razor automates the measurement and reporting of key call quality metrics, including MOS scores, latency, and packet loss. This ensures that quality standards are consistently met and provides clear documentation for operational assurance, allowing you to maintain service excellence on a day-to-day basis.

Want to know more about how Occam can help you enhance your contact center operations?

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The Risks of Not Ensuring Call Quality
Performance and Assurance

Customer Frustration and Churn

Poor call quality leads to customer frustration, increasing the risk of abandoned calls and negative customer experiences. Over time, this can result in customer churn and a damaged reputation for your contact center.

Increased Operational Costs

Unresolved call quality issues require additional time and resources to troubleshoot and fix, leading to increased operational costs. Frequent disruptions also reduce overall efficiency, as agents may need to spend extra time managing affected calls.

Ineffective Handling of Peak Periods

Without load testing, your contact center may be unprepared for high-demand events, leading to severe drops in call quality during peak times. This can result in missed revenue opportunities and diminished customer satisfaction.

Limited Visibility into Call Quality Issues

Without centralized monitoring, identifying the root causes of call quality problems can be time-consuming and difficult. This lack of visibility increases downtime and negatively impacts service levels, as issues may go undetected until customers are affected.

Inconsistent Quality Standards

Without automated quality metrics, it’s challenging to ensure consistent adherence to performance standards. This can lead to fluctuations in call quality, causing variability in customer experience and reducing overall satisfaction.

Why Choose Occam?

Innovation

At Occam, we’re always integrating the latest AI and machine learning advancements into Razor, ensuring you’re equipped with cutting-edge contact center technology.

Reliability

Known for our reliability, Occam has a longstanding reputation for enhancing system performance with Razor and swiftly resolving issues to minimize your downtime.

Customer Focus

We tailor Razor solutions to meet
your specific needs, actively
incorporating your feedback to
enhance your customer service
capabilities.

Cost Saving

Implementing Razor can significantly cut your operational costs through automation, reducing the need for manual testing and effectively preventing costly downtimes.

Seamless Integrations

Razor integrates seamlessly with leading contact center platforms, enhancing your existing infrastructure without the need for extensive modifications.

Choosing Occam and Razor

Means partnering with a team committed to your success, helping you navigate the challenges of today’s dynamic contact center environment

Want to know more about how Occam can help you enhance your contact center operations?

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What Our Customers have to say:

We now have real-time insights into call performance

“Razor’s call quality monitoring tools have been essential in helping us maintain high standards across all our communication channels. We now have real-time insights into call performance, allowing us to resolve issues immediately and keep customers happy.”

— Mark R., Operations Manager

Thanks to their insights, our call quality remains excellent

“Preparing for peak demand has always been a challenge, but Razor’s load testing helped us simulate high-traffic scenarios. Thanks to their insights, our call quality remains excellent, even during our busiest times.”

— Linda T., Head of Customer Service

We’ve gained full visibility into our call quality metrics

“Since implementing Razor, we’ve gained full visibility into our call quality metrics. It’s made troubleshooting so much easier, as we can quickly identify whether issues stem from internal systems or third-party carriers.”

— James P., Technical Director

Maintaining exceptional call quality is essential for contact centers aiming to provide seamless and professional customer interactions.

With Razor’s advanced call quality monitoring and load testing solutions, you can ensure that every call meets high standards, regardless of the demand on your system. From continuous monitoring to real-time alerts and peak load testing, Razor equips your contact center with the tools needed to deliver outstanding audio performance and a consistent customer experience.

Let Razor help you maintain the highest levels of call quality across your entire infrastructure, ensuring your contact center is always ready to perform at its best.

Ready to deliver the best customer experience?

Contact Occam today and discover how we can help you Optimize your Contact Center Efficiency with Razor

Get in Touch