Voice Communication Landscape PSTN User PSTN Network LDC Network PSTN User PSTN Network BSC BTS MSC BSC BTS MSC IP Network SoftPhone VoIP Phone Access Network POTS WiFi Phone Gateway IP-PSTN Gateway PacketCable Phone
Why is Voice Quality Essential? VoIP Growth Barriers to VoIP Adoption 4.5million 1.3million Subscribers $1billion 2005 $200million 2004 Revenue US RBOCs losing 150,000 subscriber lines / month VoIP Providers gaining 100,000 subscribers / month Wireless only service gaining 50,000 subscribers / month VoIP will capture 22% of LEC’s existing market LEC’s will lose $18.2b between 2006 and 2010
Monitoring Scope [New York location only] [San Francisco location only] PacketCable Services VoIP Hard Phone Services VoIP Soft Phone Services
Audio Characteristics Analysis Last Mile Impairments: Measuring Within Network is Not Enough 70.9% 405 2.3% 422 Back Clipping 91.1% 520 3.3% 607 Other Clipping 0.2% 1 0.0% 5 Front Clipping 5.6% 32 5.6% 1,099 Holdover Calls with MOS < 3.0 All Calls 0.0% 0.0% 2.9% 0.0% Percentage 571 0 0 407 0 # of calls 18,456 Total 0.0% 0 Frequency Clipping 0.0% 7 Hum 71.3% 539 Static 0.0% 0 Hiss Percentage # of calls
Keynote Voice Perspective Agent Technology New York Cable/DSL/Sprint Caller & Responder San Francisco Cable/DSL/Sprint Caller & Responder Responder Agent Accepts calls; sends audio sample Caller Agent Initiates calls; requests audio sample Caller agent compares received and reference audio samples
Measured Parameters Voice Service Quality Reliability Audio Clarity Responsiveness Holistic Customer Experience !!! - Average Mean Opinion Score (MOS) - %Calls > Acceptable MOS - MOS Geographic Variability - Average Audio Delay - %Calls > Acceptable Delay - Audio Delay Geo Variability - Service Availability - #Dropped Calls - Average Answer Time
True End-to-End Monitoring Methodology What Others Measure What KEYNOTE Measures What Customer Experiences Core Network PSTN User SoftPhone VoIP Phone PSTN Network Access Network IP-PSTN Gateway Voice Path POTS
Competitive Research Report VoIP Phone Digital Cable Phone Soft Phone PSTN
Case Study: Invisible Annoyance Low MOS score for > 90% of calls Customer Problem Analyzed Audio Characteristics of all calls for the problem period using Voice Perspective Keynote Analysis Silence period frequency profile showed audible Hum on 70% of the VoIP Agents
Case Study: Invisible Annoyance Diagnosis Hum problem and hardware ATA model type showed strong correlation Low MOS score for > 90% of calls Analyzed Audio Characteristics of all calls for the problem period using Voice Perspective Keynote Analysis Customer Problem 0.1% Model A San Francisco UUNet 0.0% Model A San Francisco Sprint 97.4% Model B San Francisco SBC DSL 97.1% Model B San Francisco Comcast Cable 0.0% Model A San Francisco AT&T 92.3% Model B New York Verizon DSL 97.7% Model B New York UUNet 97.6% Model B New York Time Warner Cable 87.6% Model B New York Sprint 96.9% Model B New York AT&T % of Calls with Hum ATA Model VoIP Perspective Agent Silence period frequency profile showed audible Hum on 70% of the VoIP Agents
Case Study: Invisible Annoyance The problem was in a specific telephone adapter model type Audio Clarity Ranking improved by TWO places after replacing adapters Increased customer satisfaction (Mean Opinion Score increased by 0.3) Diagnosis Hum problem and hardware ATA model type showed strong correlation Low MOS score for > 90% of calls Analyzed Audio Characteristics of all calls for the problem period using Voice Perspective Keynote Analysis Customer Problem Improvement Silence period frequency profile showed audible Hum on 70% of the VoIP Agents
Every VoIP Hard Phone provider with an Average MOS over 4.0 used the ITU-T G.711 PCMU codec.
ITU-T G.721 and ITU-T G.729 are still in use by a few VoIP service providers.
[Note: Codec used cannot be determined for PacketCable providers and some VoIP Soft Phone software clients with proprietary signaling protocols. There is no codec used in the customer premises equipment for analog PSTN service.]
Analog Telephone Adaptors and Software Clients
Watch the competition – Ensure that your service not only performs well all the time, but also performs better than or at par with your competition.
Focus on end user experience – Measure VoIP performance as close as possible to the end-user experience. Actual waveform analysis of call audio brings the measurement perspective as close as possible to what your customers are experiencing.
Measure service holistically – Small things can ruin the best service experience. Focus on measuring every aspect of your VoIP call experience, and use the insight gained from the measurements to tune your network infrastructure to ensure few outages and excellent call quality.
Public Agents Based Contact Center Monitoring PSTN Network ABC Enterprise Contact Center K R Public (Caller) Agent Infrastructure IP-PSTN GW SF VoIP Network K R Keynote Responder (Terminates VoIP or PSTN Calls) CHI NY DAL FL