Proactive Call Quality & SLA Management

PROACTIVE CALL QUALITY & SLA MANAGEMENT

Poor call quality is reported by users after the meeting is already ruined. Latency, jitter and packet loss data exists but nobody watches it against SLAs in real time.

Actors

  • UC Operations Manager
  • Network Engineer
  • Service Delivery Manager

Systems / Vendors

  • Microsoft Teams
  • ThousandEyes
  • Cisco Webex

Business Question

"The CEO's client call dropped twice this morning — the data predicted it, so why didn't anyone act on it yesterday?"

What SPoG Does

  • Monitors voice and video calls continuously for latency, jitter and packet loss.
  • Tracks quality against SLAs in real time with proactive alerts before users are hit.
  • Correlates quality drops with network conditions so fixes target causes, not symptoms.

Outcome Metrics

−55%

Poor-quality call minutes

−70%

SLA breaches

2–4 wks

To first live quality view

Contact us to learn more →