Understanding Remote Environment Call Quality
Navigating the Changing Landscape of Call Quality Issues for Remote and Mobile Users
Our Commitment to Our Customers
Playbooks has proven to be a valuable work-from-home and on-the-go platform for many customers, especially during the COVID-19 pandemic. The Playbooks platform has allowed teams to maintain focus on prioritized sales activities and helped managers to monitor the progress of their dispersed workforce.
However, the transition to multiple remote environments has introduced new complexity for our customers’ network and telephony teams with a downstream impact to Playbooks call quality. And, although the number of variables has increased, Playbooks customers are responsible to provide their own reliable data network and telephony solutions. If issues arise, customers are expected to troubleshoot and resolve those issues. But XANT is here to help whenever possible. We are committed to your success.
The XANT Support and Telephony teams remain committed to helping our customers navigate the technical impact of this change in environments. We remain committed to exploring new options with telephony carriers and feature enhancements for users. And we remain committed to partnership with our customers’ technical teams.
Centralized vs. Distribution Networks
If users have a reliable mobile and internet connection, their Playbooks experience is unlikely to be impacted. However, the technologies involved with mobile phones and home networks provide additional complexity in call routing and troubleshooting because there are thousands of possible combinations of call routes, network configurations, and device settings within a group of Playbooks users.
By comparison, in a corporate office environment, XANT can usually optimize call routes and configurations for specific groups of users by working with customer IT groups. Because users in an office are typically using the same device configurations and all phone traffic is taking the same route, XANT can adjust and improve call quality as a whole. Now, if global changes are made to the distributed remote environments, the solution could help one user but could be harmful to another.
Attention: Global configuration changes could impact unique home environments without thorough discovery and testing.
XANT is aware of the problematic situation this creates for some customers and is actively pursuing other technologies that may provide viable options for those affected by degraded call quality.
What Can Be Done Right Now?
- The most critical factor for successful resolution of Call Quality issues is our ability to partner with our customers’ internal teams: telephony, network, IT, and sales operations. Strong partnerships allow us to perform deeper discovery of the issue, gauge a customer’s appetite for solutions, and educate users on changes and troubleshooting methods.
- Perform an audit of your end user’s home and mobile network. During onboarding, in-depth discovery of a customer’s centralized data and telephony network is completed in order to make informed decisions about the configuration and optimization of Playbooks. The need for that information has not changed but the landscape has. Due to privacy concerns and volume, XANT is not equipped to host, analyze, or act on this type of user surveying, but we can suggest what questions would assist with an IT or Sales Ops team. Click the button below to download the survey template and customize for your team.
- End users should report call quality through Playbooks. Call quality reports help the XANT telephony team to identify trends. A single call quality reports is not a trend and is difficult to compare against the hundreds of thousands of successful calls that happen each day Playbooks. Learn more about reporting a Call Quality incident by clicking the related article link below.
- Please, be patient with us while we develop and deploy new features to support WFH environments. While XANT is proceeding as quickly as possible with product and platform enhancements, we request your understanding that adjusting to this situation necessitates development time and may not solve for every circumstance.
XANT Support is here to assist wherever possible and partner with you if problems occur. XANT continually monitors call routes with our phone carriers to ensure our systems are optimized for the highest quality of services.