What is PESQ (Perceptual Evaluation of Speech Quality)?

Speech Quality

PESQ is a testing and monitoring related acronym that stands for Perceptual Evaluation of Speech Quality. Typically pronounced “pesk,” it is used as a means for automating the assessment of speech quality in communications networks (Unified Communications, VoIP, etc.).

End-to-End Testing to the Agent Desktop

Agent Desktop

Now that you’ve completed infrastructure, SBC and IVR testing, let’s take a look at the last segments of the end-to-end test best practice: CTI Data and Routing testing, and Agent Desktop Integration.

Voice Portal/IVR Testing

Big Data

The basic procedure is accomplished in a similar way to that of testing Applications and Voice Quality. You need to automate actual calls into the voice portal/IVR in a controlled way and measure the results at every stage. This is especially important in Unified Communications and Contact Center installations, where the structures are quite complex. Isolating performance issues at each layer enables you to speed the discovery of the source of any problem that might crop up.

Testing SBCs: Why Do It?

Testing SBCs

Two key elements of infrastructure testing of contact centers and unified communication environments include the session border controller (SBC) and SIP trunking. To understand more about SIP testing, read SIP 101: Preparing for Successful Deployment. In this post, I will focus on the requirements of testing SBCs.

What Is End-to-End Infrastructure Testing?

Infrastructure Testing

Today’s communication environment is extraordinarily complex. We live in a time where everyone wants to communicate and interact in their own unique way. Clearly this situation can be very challenging for contact center operations managers. There is pressure to meet customer satisfaction goals and reduce the risk of new technology, while also keeping costs low and addressing other business goals.

Top 10 Tips for Testing Your Contact Center Network

Contact Center Improvements

The first step when considering testing contact center networks is to make you have a clear set of goals that others in the organization buy into. Your test plan can affect many other departments in your company beyond the contact center: marketing, finance, etc. You need to get them to buy in and you need to make sure the tests you’re performing covers their needs as well.

SIP 101: Ensuring Successful Implementation

SIP 101

To start the process off, perform a “Network Readiness Assessment” or NRA. Note, however, that this concept means different things to different people. I have seen some customers perform NRAs on their own in a variety of different ways, I’ve seen third parties perform them for customers, and some IP Telephony vendors require that the NRA be performed by them in order for them to support their product.