In this era of distributed workforces, ensuring optimal WebRTC performance is critical. Organizations must navigate complex network environments and empower agents with the right tools to deliver exceptional customer experiences. Ensuring reliable client-side connectivity is paramount, requiring correct browser versions, properly configured audio devices, and sufficient bandwidth. This is especially critical in the work-from-home era, where inconsistent home network conditions can lead to unreliable call quality, dropped connections, and frustrated agents and customers. In addition, non-technical agents often struggle to troubleshoot network issues, further complicating call quality management.
Check out qualityRTC, an online solution that offers customizable tests for WebRTC speed, connection stability, and audio/video quality.
With a single click, these tests run from the user’s device, providing immediate results to both the user and your support team. This streamlined approach allows your support staff to diagnose and resolve issues efficiently, without relying on the user to take additional steps.
While there are many challenges that can arise, qualityRTC is a trusted solution for contact centers looking to overcome potential obstacles and excel in the digital age.
Bandwidth Speed Test
Traditional bandwidth speed tests often provide inaccurate results due to ISP prioritization. In contrast, qualityRTC’s Bandwidth Speed Test overcomes this limitation as ISPs may not prioritize WebRTC traffic. This approach yields accurate bandwidth data, reflecting the true capacity available. Choosing between on-prem or testRTC hosted servers allows for a testing environment that closely matches your operational setup, offering more reliable insights into network performance.
Call Quality
The Call Quality Test in qualityRTC conducts a short call, which can be customized based on your ecosystem and provides comprehensive metrics on the voice call performance, including jitter, packet loss, and Mean Opinion Score (MOS). These metrics are vital for diagnosing issues and ensuring optimal communication quality.
The Call Quality Test can be used for various purposes, such as troubleshooting call quality issues, monitoring network performance, and evaluating the impact of changes on communication quality. By regularly testing your network, you can proactively identify and address potential problems, ensuring optimal call quality for your users.
TURN Connectivity
Effective NAT traversal is essential for seamless WebRTC communication. Our TURN Connectivity Test ensures this functionality by evaluating the protocols allowed by your firewall, such as UDP, and measuring connection times to a TURN server.
Prolonged connection times can signal issues like firewall congestion or improper configuration, which can hinder call initiation and overall call quality. By identifying these potential bottlenecks early, you can take corrective actions to maintain smooth and reliable WebRTC performance.
Machine Profile
This valuable feature collects detailed device information, including OS, browser, and hardware specifics. This information is helpful for troubleshooting compatibility issues with specific devices or operating systems, ensuring a smooth user experience for both agents and customers.
Network Capacity and Stability
Managing network capacity and stability is a critical challenge for contact centers. Issues like network congestion, bandwidth limitations, and infrastructure problems can lead to reduced performance, dropped calls, and frustrated customers.
qualityRTC’s Throughput Test helps you tackle these challenges by measuring data transfer rates between endpoints. This test enables you to identify potential bottlenecks and ensure that your network infrastructure can support the demands of WebRTC traffic. By proactively addressing these issues, you can improve call quality, reduce operational costs, and ensure that your contact center is ready to scale for future growth.
Insights and Score
The Score and Insights feature in qualityRTC provides valuable information on network performance through detailed recommendations and visualizations. The score reflects how well the user’s device and network are prepared for conducting voice calls, offering a clear, straightforward indicator of readiness.
In simple terms, users can instantly determine if they’re “good to go” without needing to be VoIP experts or understand complex terms like RTT, jitter, or packet loss. If issues arise, qualityRTC offers actionable recommendations to help users identify what’s wrong and how to improve it. This feature significantly enhances self-service capabilities for our customers.
Currently, there are around 30 different recommendations in the system, with plans to continue enriching and expanding these insights in the future.
qualityRTC’s Key Features
Implementing qualityRTC in your contact center addresses critical network challenges, enhancing operational efficiency and customer satisfaction. When you choose qualityRTC, you can benefit from several key features, including:
To make qualityRTC as simple and effective as possible, it has been built around these key principles:
With its robust testing and diagnostic tools, qualityRTC ensures that your WebRTC infrastructure is reliable, secure, and capable of delivering excellent customer experiences. Transform your contact center operations, accelerate your troubleshooting processes, and empower your agents to provide exceptional service from anywhere with qualityRTC.
Frequently Asked Questions About qualityRTC Network Testing
Do I need to install anything?
No installation is required. Your agents can run the test directly from the browser, and integration with your backend is handled from our end.
What network tests does qualityRTC conduct?
qualityRTC conducts multiple tests, including call tests, firewall connectivity, location, bandwidth speed, and ping tests. These tests are collected and visualized for both agents and IT/support, providing a simplified understanding of network conditions and facilitating informed action.
How is qualityRTC different from a call test?
While a call test provides limited information, qualityRTC performs comprehensive tests to understand the agent’s home network, offering deeper insights and solutions.
Can qualityRTC help if I use SIP for WFH agents?
Yes! qualityRTC addresses common network issues, and many tests are not specific to WebRTC, making it useful for validating SIP-based remote call centers.
What if my agents are distributed globally?
qualityRTC works effectively regardless of agent location, conducting tests near your data centers to provide accurate network performance insights.
Is qualityRTC limited to voice calls?
No, qualityRTC supports both voice and video calls and services.
Can qualityRTC be used for UCaaS and not only contact centers?
Yes, qualityRTC is designed to check network readiness for various communication services, including UCaaS.
