[VoiceOps] Lack of Quality Industry-wide

[Ivan Kovacevic]

What would help, and what has been done in other industries (think JD
Power, Gartner… ok maybe not Gartner) is to have this data aggregated and
available to view as a part of an industry report.



So that you can look at Cheap-o-voip.com and say…. “The rates sure look
good, but their PDD, completion, etc are dismal, I’ll pass”…  That would
quickly help separate the good from the bad and hopefully drive the
industry overall to improve those key metrics. I would pay for that sort of
report, just to avoid wasting time on duds. Or… I would be open to sharing
data, either as summary data or sanitized CDRs to help drive that sort of
database.



Now… if we could only agree on what the key metrics are... it seems that
everyone has a different measuring stick.



Best Regards,



Ivan Kovacevic

Vice President, Client Services

Star Telecom | www.startelecom.ca | SIP Based Services for Contact Centers



*From:* VoiceOps [mailto:voiceops-bounces at voiceops.org] *On Behalf Of *Pete
E
*Sent:* Tuesday, October 06, 2015 5:14 PM
*To:* Peter Beckman <beckman at angryox.com>
*Cc:* VoiceOps <voiceops at voiceops.org>
*Subject:* Re: [VoiceOps] Lack of Quality Industry-wide



Ditto. We do the same, but it doesn't get us very far. We've recently fired
two carriers for performance.



On Tue, Oct 6, 2015 at 12:34 PM, Peter Beckman <beckman at angryox.com> wrote:

That's a great story Anthony! It's similar to my issues. I already do this
for termination. DID and SMS issues are more difficult to manage. And the
issues you have with one carrier that drives you to mass port your DIDs
that you hope to escape start happening with your new carrier.

I wish carriers would have the same level of visibility in their service
and infrastructure as you seemed to have with Intellisight, and then fix
the problems proactively when they find them.

    "What gets measured gets managed."

So true. So elusive in this business.

Beckman

On Tue, 6 Oct 2015, Anthony Orlando wrote:

You are correct Peter.  It's a  constant struggle.  For years I used a
product from Empirix called Intelisight.  It gave us the ability to
monitor carriers (and other managed objects) with defined sets of KPI's.
 Once I saw a carrier have issues (PDD, quality, excessive 503's) I used
to call them and tell them they had a problem.  Hours or days later they
would resolve.  I got away from that practice and just routed around
them.   Funny how they notice that.  Once the issue was resolved I put
them in a penalty box and slowly added traffic.  Once they realized I was
measuring their performance and there would be financial repercussions
it's amazing how the quality of their under lying carriers improved.  My
carrier ticket count dropped by 25-30%.



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Peter Beckman                                                  Internet Guy
beckman at angryox.com                                 http://www.angryox.com/
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