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Minacom introduces Zoey, automated service quality self-testing for self-install VOIP customers
August 22, 2006
MONTREAL -- Minacom, the world leader in VoIP test systems for telcos and cable MSOs, introduced today the ZoeyTM interactive VoIP test agent, a revolutionary new concept in customer support designed for providers offering self-install VoIP service. Zoey is an automated Interactive Voice Response (IVR) agent customers can call to test their own service quality; subscribers interact with Zoey to check their caller ID, and to evaluate noise, echo, speech quality (MOS), DTMF (touch-tone) and fax transmission quality.
As an IVR service, Zoey is easily integrated into existing 1-800 customer service systems, acting as a knowledgeable first-line of support. Calling Zoey lets customers verify their VoIP service installation, and helps to confirm and quantify service quality issues without involving support staff. During the call, Zoey objectively reports service quality in simple language, helping callers to identify and resolve issues often caused by cordless phones, installation/wiring mistakes, and wireless network interference.
“VoIP self-install customers often use web site FAQs to setup their telephone adapters and get to a dial-tone,” explained Michel Nadeau, President & CEO of Minacom, “but who helps them if their caller ID is blocked, their friends are complaining about echo and noise, or when their voicemail and fax don’t work? Zoey solves these problems while reducing support costs and giving operations staff the information they need to keep subscribers talking. Interactive VoIP testing is the missing element in most self-install VoIP service strategies.”
Minacom
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