Tektronix Communications, a provider of communications network management and diagnostics test solutions, today int...
June 27, 2008
Tektronix Communications, a provider of communications network management and diagnostics test solutions, today introduced Zoey, an Interactive Voice Response (IVR) system that allows VoIP, wireless and analog phone users to test and diagnose the quality of their service at any time, which enables the customer to have control over their own Quality of Experience (QoE).
According to the company, integrating Zoey’s IVR system with a service provider’s existing customer care system will improve Mean Time To Repair (MTTR) and customer satisfaction.
“Legacy IP networks were never designed to meet the demands of real-time services, such as voice, which has stringent packet requirements for network delay, jitter and packet loss, while addressing analog-audio concerns such as echo, noise, clipping and voice quality,” the company said.
“This challenge, combined with increased customer demand for higher QoE, is a primary concern for service providers.”
If Zoey detects that the voice service is faulty, the user is automatically transferred to a customer care agent to address the issue.