At Capacity Europe in London this week, Spearline announced an expansion of its in-country number testing platform to Kenya.
The technology company, which proactively monitors toll and toll-free numbers for connectivity and audio quality globally, now has coverage in 67 countries and reaches over 89% of landlines and 88% GDP worldwide.
This enables large enterprises and telecommunications service providers to increase customer experience and reduce costs, amongst other benefits.
Speaking about the expansion, Spearline Co-Founder and Chief Technical Officer (CTO) Matthew Lawlor, said: “Our research shows that (at least) one in 25 calls fail to connect or suffer customer-impacting issues such as poor audio quality, latency (delay of voice), or DTMF failures.”
“Through our in-country number testing product, organizations can check if their numbers are working without having to be physically in a particular country.”
“We have now secured fixed-line connectivity with one of the major telecoms carriers in Kenya – SimbaNET.”
“SimbaNET specializes in information communication technology (ICT) integration and connectivity solutions, and provides corporate voice and data services across Kenya, Uganda, and Tanzania.”
Research shows that substandard connectivity and audio quality negatively impact an organization’s bottom line due to increased operational costs and missed revenue opportunities.
In Contact Babel’s “The UK Contact Centre Decision-Makers’ Guide (16th edition – 2018-19)”, it was reported that industry waste is approaching $177M due to the need to repeat conversation elements due to poor audio quality.
“Customer experience professionals and global telecoms staff are now focusing more than ever on the quality of telecom services,” continued Mr Lawlor.
“In addition to the traditional voice call, customers have a range of ways to engage with enterprises, such as email, instant messaging, apps, and social media.”
“Nonetheless, customers find it easier to talk, which is why audio quality and connectivity is so important.”
“As well as supporting telecom-based organizations, such as contact centres and conferencing companies, we work with other major organizations to ensure their global telecoms infrastructure is performing to the highest standards.”
“We now have a portfolio of 67 countries and are constantly adding to this number in response to customer demand internationally,” concluded Mr Lawlor.
Headquartered in Skibbereen, Co Cork, Ireland, with offices in Waterford (Ireland), Romania, and India, Spearline works with large enterprises across diverse sectors, such as financial, pharmaceutical, travel and retail multinationals.
It has conducted millions of test calls worldwide, resulting in billions of data-points. It operates a 24 hours per day, 365 days per year support service for its international customers.
With the addition of Kenya, Spearline has coverage in 67 countries and continues to grow its presence on a global scale.