Customer Story: Zoom
A global brand, with local access numbers for dialing in to conferences all over the world.
About Zoom
Zoom Video Communications, Inc. brings teams together to get more done in a frictionless and secure video environment. Zoom’s easy, reliable, and innovative video-first unified communications platform provides video meetings, voice, webinars, and chat across desktops, phones, mobile devices, and conference room systems. Zoom helps enterprises create elevated experiences with leading business app integrations and developer tools to create customized workflows. Founded in 2011, Zoom is headquartered in San Jose, California, with offices around the world.
The Challenge
Zoom is a global brand, with local access numbers for dialing in to conferences all over the world. For a company that prides itself on high quality, it’s imperative to be able to check the quality that global customers are experiencing when they call in via those local access numbers. Yet it is impossible to dial in to in-country toll free access numbers from outside the country in question.
Zoom needed to be able to proactively monitor and check that their access numbers are connecting for their customers, and, importantly, delivering the high quality that their customers praise them for.
The Solution
“Zoom Video chose Spearline to implement Voice Assure testing functionality for our global PSTN access numbers. Spearline performs verification of Zoom’s numbers in many countries and generates pro-active alerts when any issue is identified.
“Spearline gives us a very flexible dashboard with a user-friendly interface for managing our numbers and scheduling exactly when our tests get run,” says Arnie Chencinski, Senior Voice Network Engineer at Zoom.
Spearline (now part of Cyara) has built its tried-and-tested platform using Amazon Web Services (AWS) infrastructure. AWS is a secure cloud services platform which offers compute power, database storage, content delivery and other functionality to help businesses scale and grow as required. Spearline is a proud member of their prestigious AWS Partner Program.
To maintain their high standards of quality, and ensure they remain key leaders in their field, Zoom uses Cyara Voice Assure to schedule regular testing of their global access numbers, with the facility to amend their testing programs, including frequency and time of testing, at any time.
“I now see objective voice quality PESQ scores on every number we test – visibility I didn’t have before we started Spearline. I’m also able to quickly access voice quality scores for each country and number by date & time of test along with listening to the actual call recording file. Using Spearline has given me a powerful new tool for troubleshooting customer problem reports. It’s also been great to generate detailed info when I need to provide call examples to our telephone carriers so we can get issues corrected before they impact our customers.
“Most important, everybody we work with in Spearline’s Account and Support teams has been extremely responsive and helpful in getting Zoom’s testing environment running reliably. They’ve provided training and documentation to bring our Engineers up to speed quickly and effectively apply the Spearline toolset.”
Arnie Chencinski, Senior Voice Network Engineer
Spearline notifies us of any potential issue before our customers do.
Benefits
By testing their numbers in this way, Zoom is:
- Identifying issues before there’s a large impact on customer experience
- Reducing the time spent on troubleshooting and resolving problems using detailed call records
- Proactively managing providers to ensure they’re providing the best quality service, using insights on audio quality and country-by-country benchmarking
- Increasing up-time and audio quality across their external network, leading to improved customer experience
- Evidencing their call quality and connection success to customers using independent and objective measures