At VoiceCon San Francisco 2007 Keynote Systems (Nasdaq: KEYN), announced Keynote Voice Perspective 2.0. The new version of Keynote’s test and measurement service for assessing VoIP service quality leverages a public caller agent infrastructure that offers a geographically distributed view of the customer’s voice service quality experience dialing into a contact center or business that has implemented a VoIP-based telephone system. The service is expressly positioned for use by contact centers and enterprise companies who have installed a VoIP-based system and need to ensure an optimal quality calling experience for customers dialing into their offices.

This announcement underscores both the importance of assessing VoIP call quality from the end user perspective and the continued fast growth of VoIP-based telephone systems being implemented within contact centers and enterprise businesses around the world. To receive more information about Keynote Voice Perspective click here. 

Voice Perspective 2.0 will help contact centers and businesses improve the voice quality delivered to customers whether or not the call is originating either from a traditional PSTN landline-based phone or an IP-enabled phone. This is an important distinction as most VoIP calls today travel over hybrid networks. Keynote stands alone in its ability to measure customer experience of voice service quality for such a hybrid network from the end user perspective.

The proprietary technology for Voice Perspective was developed when Keynote conducted two groundbreaking competitive intelligence studies in 2005 of VoIP quality and addressed the need to monitor the quality of voice calls from the end user perspective across IP data networks.

Voice Perspective is the only monitoring service that measures the complete voice path as it travels to and from end users through adapters, access networks, core networks, IP-PSTN gateways and IP-PSTN networks. The unique service allows measurement of call quality between two end points regardless of whether the calls are VoIP to VoIP or hybrid calls, e.g., VoIP calls passing through PSTN, the traditional switched telephone network.

Voice Perspective helps contact centers and enterprise companies focus on the customer experience by measuring voice quality as close as possible to the actual end user. By monitoring voice quality from end-to-end, subscribers to the service will gain insights to fine tune their network infrastructure, reduce outages and improve call quality.

“Contact centers and enterprise companies adopting VoIP technology need to be pro-active in ensuring they are providing toll-quality calls to their customers. This will help them avoid dissatisfaction from their customer base and safeguard their brand image,” said Rajeev Kutty, VoIP product manager at Keynote. “By making our on-demand test & measurement network available for VoIP monitoring, companies no longer have to guess about the quality of their phone service; with Keynote they can be sure they are getting the service they signed-up for.”

Voice Perspective capabilities include:

• Operational performance monitoring – ongoing subscription service to proactively monitor customer service quality experience from your site to your end user
• SLA compliance reporting – ongoing monitoring of promised versus delivered service quality

How it Works
Voice Perspective is an on-demand service that monitors the quality of VoIP calls through the use of geographically distributed measurement computers known as Public Caller Agents. These Agents will initially be located in five U.S. cities (New York, Chicago, Dallas, Los Angeles, San Francisco). International locations will be added later in the year. The Agents dial in once every 30 minutes to the Keynote Responder, a remotely managed hardware appliance placed at the customer site. This configuration provides an end-to-end view of the call quality as experienced by customers dialing into VoIP-enabled contact centers and businesses around the world.

For more information about Keynote Voice Perspective click here. 

Availability and Pricing
Keynote Voice Perspective 2.0 is available at the end of October. Pricing starts at $20,000 a year for monitoring from one location and includes a one time payment for the Keynote Responder and Keynote Diagnostic Services (KDS) support.

For more information please contact Mariana Kosturos, Citigate Cunningham, (415) 618-8786, mkosturos@citigatecunningham.com