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Survey Finds VoIP Providers Need to Better Manage Quality
Despite a slew of solutions in the marketplace today, monitoring quality of VoIP service remains a critical issue, according to a survey conducted by Empirix, a provider of VoIP monitoring solutions.
Completed in December 2005, the survey, which garnered 148 responses, found that only one-fifth of respondents are using VoIP application monitoring systems to ensure service quality. When asked how their network engineers most often initially find out about problems in the VoIP network, the dominant response (36 percent) was, ‘Subscriber complaints.’
The survey also found VoIP service providers believe media quality problems pose the biggest threat to service quality today, and that threat will grow over the next two years. Further, respondents believed that signaling problems are lessening in severity and impact and will continue to do so over the next two years. Media quality refers to the quality of the media being conveyed over an IP pipe – for instance, audio quality for a voice call. Signaling quality refers to the efficiency, reliability and availability of call connections – for instance, call-completion rates and time to connect.
“The increasing concern with media quality is no surprise,” says Empirix vice president Phil Odence, who leads the company’s VoIP monitoring business. “Any service provider offering VoIP is experiencing dramatic growth in their subscriber base which eventually stresses network bandwidth constraints.”
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Cindy Waxer is a Toronto-based freelance journalist specializing in business and technology. She has written for publications including TIME, Fortune Small Business, Business 2.0, Computerworld, Canadian Business, and Workforce Management. To see more of her articles, please visit Cindy Waxer’s columnist page.
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