Use Cases

Contact Center Use Case

Challenge

Contact Centers are highly tuned to optimize agent productivity and improve customer service scores. However, agents are increasingly helping customers from less than optimum networks, such as home or remote offices, resulting in echo, voice distortion, one-way audio, and other quality issues. These issues reduce NPS scores and agent productivity and are time-consuming for IT support teams to diagnose and fix the problem.

Solution

callstats.io monitors real-time WebRTC communication sessions and automatically detects when trouble occurs. AI-driven algorithms isolate the problem and identify a root cause, enabling rapid issue resolution, eliminating the time lag between issue occurrence and reporting. Proactively managing call quality means less time troubleshooting, better customer experiences, and more productive agents.

■ Minimize impact on NPS and agent productivity due to poor quality calls.

■ Reduce resolution time. Present root cause of quality problem calls directly to network administration.

■ Proactive alerting: AI/ML monitors issue severity and notifies IT, staff, without the need for agent feedback.

Video Meetings Use Case

Challenge:

Meeting participants connect from a growing variety of locations and networks. In particularly, home networks are of varying quality and often mean participants can be difficult to understand, or poor quality video.

As the way we work changes, driving adoption of video tools is increasingly important. Managers and Supervisors often have very little visibility into talktime / video usage in meetings. (‘Video Quality Issues’ - Number One barrier to synchronous Video adoption)

Solution:

Callstats AI-driven monitoring and analytics services deliver insights that help you drive application adoption. By providing detailed call quality metrics that developers need to ensure their users enjoy first-class voice, video, and screen-sharing experience.

■ Monitor live meetings to easily identify issues in real-time.

■ Quality scores for every participant; not just the host or ‘company’ users.

■ Drive adoption with ‘conference events’. Visual indicators of key events like video, talk time, and screen sharing.