New VoIP Tool Cuts ISP Call Center Queues

A new VoIP diagnostic tool from Epitiro, called VocaLite, will give users the chance to accurately pinpoint and process faults before they even get on the phone with their ISP.

The new system works by allowing the user, or a service provider’s contact center staff, to run a web based applet of VocaLite, which then relays test results back to the ISP whilst displaying a test summary to the user.

VocaLite’s diagnostic list includes call setup time, dial tone delay, and voice quality, which will allow Customer Service Representatives (CSRs) from ISP’s Call Centers to speedily and accurately determine what is causing any given fault.

VocaLite also takes into account the non-technical CSRs by offering a visual ‘pass’ or ‘fail’ on VoIP service indicators.

These CSRs will now be able to offer the customer a conclusive decision as to whether there is a fault or not.

Studies have shown that long waits when calling support lines can drastically effect the likelihood of a customer seeking a new ISP, which is one of the main reasons behind the creation of VocaLite.

This tool should enable customers to diagnose their own issue before even getting on the phone to a call center and also encourage them to fix minor issues themselves.

The managing director from Epitiro, Gavin Johns, said in a statement that VocaLite has given ISPs the tools they need to keep a close eye on both their service, and the benchmark of their service.

VocaLite offers ISPs the perspective of their customers when testing their networks, which will allow the companies to get a head start on any issues that do arise before even the customers know of it.