Business Talk / Voice Services

BUSINESS TALK — VOICE SERVICES PERFORMANCE MANAGEMENT

Voice platform quality and SLA metrics are scattered across vendor portals. Latency, jitter and outage risks build quietly, and breaches are reconstructed after the fact for credit claims.

Actors

  • Voice Platform Owner
  • Service Delivery Manager
  • UC Operations Manager

Systems / Vendors

  • Cisco Unified CM
  • Ribbon Analytics
  • ServiceNow

Business Question

"Our voice service is contractually guaranteed and operationally invisible — how do I defend an SLA I can't see?"

What SPoG Does

  • Consolidates call quality, reliability and SLA metrics for voice platforms into one live view.
  • Detects latency, jitter and outage risks proactively, driving resolution before impact.
  • Tracks SLA position continuously with evidence ready for review or claim.

Outcome Metrics

−50%

Voice quality incidents

100%

Live SLA visibility

2–4 wks

To first voice dashboard

Contact us to learn more →