Automate In-Country testing & save millions

with Razor’s ICC testing platform

Our platform allows you to proactively test call quality and identify issues before they affect your brand, helping you maximize global customer satisfaction. With real-time call origination from key locations around the world, you can reduce testing costs and improve the customer experience. Our ICC testing platform serves as your passport to ensuring top-quality call quality for your business.

Contact Us

Speak with an In-Country Contact Center testing strategist today and say goodbye to expensive global testing plans.

Compatible with all major vendors including:

Fully automated, AI-driven tool
that operates 24/7 on demand.

We understand that manually verifying phone calls to and from specific mobile networks can be time consuming and subject to human error, which is why we offer a fully automated, AI-driven tool that operates 24/7 on-demand. Our service also includes alerting capabilities, which will notify you of any issues the moment they are detected, without the need for human analysis or delays in diagnosis.

More than 70% of inbound traffic
may come from mobile phones

With Razor ICC, you can choose to test specific mobile networks or landlines, and our service allows you to select multiple Mobile Network Operators. This is important because more than 70% of inbound traffic to your systems may come from customers calling from mobile phones, and you want to ensure that your In-Country DIDs and numbers are receiving good quality calls from all relevant MNOs and landline operators in your chosen country of operation.

Our service measures:

Audio Quality – MOS (Mean Opinion Score)
Connection successor failure
Post Dial Delay
DTMF functionality
IVR Response
IVA utterances and inferences
Latency
Jitter
Packet Loss
CLI Verification
FAS / Fraud Detection

How It Works

To use our service, we have a testing estate with nodes hosted in countries around the world. These nodes are connected directly to the relevant In-Country MNOs and are able to make and receive calls and SMSs. The nodes are all connected to and managed by our servers through secure channels over the internet, allowing us to remotely initiate calls and verify the data being sent and received.

From the razor platform, you can schedule recurring test calls to be initiated from your chosen country and MNOs. Our servers will manage the nodes initiating the test calls to your In-Country numbers, navigating your IVRs or IVAs or being answered by test or real agents. The test calls are analyzed by our servers and the results are reported to you. If any of the test results fall outside of your pre-defined alert criteria, you will be immediately alerted.

Don’t rely on your customers to notify you of issues with your In-Country numbers. Choose Razor ICC for reliable, automated testing and proactive issue detection.

Key Benefits

By testing your in-country phone numbers on all mobile network operators in a given country, you can be sure that your numbers are working properly on all networks. This provides you with reliable and accurate test data.

Additionally, with immediate test results and alerts, you don’t have to wait for human testers to provide subjective and potentially inaccurate reports.

Our testing process goes beyond just connectivity, providing comprehensive data on inbound calls and even including the agent if necessary.

Our testing is also language agnostic, meaning it can effectively navigate IVR (Interactive Voice Response) and IVA (Intelligent Virtual Assistant) systems regardless of the language being used. Read further on our IVR Testing page. 

Competitive Advantage

Coverage: We offer testing from over 550+ mobile network operators around the world, which is unparalleled in the industry
Multiple MNOs per country: It’s important to test on all mobile network operators in a given country, as your customer base will likely be spread across all of them.
Mobile focus: Most customers calling into contact centers use their mobile phones, and this trend is only increasing globally. It’s important to focus on testing from mobile networks, rather than just landlines.
Cost effectiveness: We are typically half the price of our competition, which means you can either double your testing for the same budget or halve your spend on the same volume of tests.
AI call quality assessment: We use AI to provide accurate and consistent results every time, rather than relying on subjective human assessment. This allows you to test whenever it’s convenient for you, rather than being limited by the availability of human resources.
Language agnostic: We can test in any language, not just those that human testers are proficient in.
Depth and breadth of testing criteria: We don’t just test connection Y/N, but rather have a much larger set of testing criteria (as detailed in our product documentation).
Test depth: We go beyond just testing connection, and can also test right through to the agent and beyond by using our remote agent nodes. This allows us to check for things like screen popping and DTMF.

Things that can go wrong in your contact center:

Poor call quality: Frustration for both the agent and the customer due to overlapping speech, jittering speech, echo, and delays.

Screen popping and CRM lookups: May not function properly if the incoming calls are not transmitting CLI (Caller Line Identification). Can lead to the agent having to perform manual lookups, wasting time and leading to inefficiencies in call handling volumes. Can also cause delays for the customer and result in a poor customer experience.

Priority routing: CRM systems and voice switches may not be able to provide priority routing for high-value customers if inbound calls are not presenting CLI. This means that returning customers may not receive the same level of service as “platinum” customers.

Difficulty navigating IVR/IVA systems: Customers may have difficulty navigating these systems if the call quality is poor or if DTMF (Dual-Tone Multi-Frequency) is not being passed properly on the call. This can lead to call abandonment and further customer frustration.

Carrier interconnects: These are particularly prone to quality issues, including issues with CLI, DTMF, and call quality. This is especially true for international and long-distance calls, where telecom carriers and service providers may use low-quality VOIP interconnects, highly compressed or congested circuits, and LCR (Least Cost Routing) to route the call traffic in a cost-effective manner. Each additional interconnect can add latency and delay to the call.

Interconnects between the mobile network operator and the DID/toll-free number service provider: Vulnerable to connectivity issues, especially if the DID service provider is providing new or fresh DIDs or number ranges. Service providers may experience configuration issues with the DIDs, particularly when new services are being provisioned, which can impact capacity, mapping, and compression.

Negative impacts on the customer making the call: May experience a range of negative impacts due to untested and unmonitored inbound calls, including dropped or non-connecting calls, difficulty navigating IVR/IVA systems, poor call quality, and delays in call answering.

Every day, Occam protects millions of our clients’ global customer experiences.

Test your entire global telecom estate —
60+ countries, 220+ mobile carriers, lower cost, faster, much more accurate, more robust, more analytical. Here are some other great success stories below to check out.

A look at what Occam offers
for in-country contact center testing

220+ mobile carriers

60+ countries

Fully automated driven by AI

AI verified testing

Select a mobile network you want

API access included FOC all packages

Audio comparison

Transcribe audio to text

24/7 monitoring all customer
production environment

Same day deployment

Post dial delay & SMS testing

Transcribe audio to text

Touch tone/DTMF

SIP route test

Agent response test

Real time alerts & results

All languages covered

IVA / IVR navigation

Unlimited user licenses

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comparison? See the difference.

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