CHALLENGE

Facing Telecommunications Obstacles in Japan, Company Reengages Digiclarity

In a landscape as competitive as the hotel and resort industry, outstanding customer service is paramount. So, when They suddenly experienced numerous call-center problems within its Tokyo network in 2019, it became a chief concern for executives. Poor quality and dropped transfers were negatively impacting the customer experience. Not only that, but these issues also had internal repercussions as call-center employees were resigning out of frustration.

A longtime Digiclarity client once again turned to its trusted partner for support. We were already intimately familiar with Their system on the Amazon Connect platform, having recently built custom technology to migrate its global call center at an unprecedented rate. Our new task was to determine the source of Tokyo’s network issues and quickly implement a solution that would return customer service to previous levels and reduce employee attrition.

APPROACH

Digiclarity Leverages WebRTC Expertise to Conduct a Full Network Analysis

We immediately tapped into our deep experience with Web Real-Time Communication (WebRTC) APIs. Partnering with their senior network engineers, we performed a technical analysis that evaluated, among other things, various packet captures. We discovered that Tokyo’s call-center complications were completely random and exceptionally hard to catch. Without being able to spot problems as they occurred, we would not be able to diagnose their root cause. Adequate tools for sourcing quality and transfer issues in real-time unfortunately did not exist. Therefore, as with their global call-center migration, we brought in our engineering team to develop the necessary technology to solve our client’s urgent challenge.

SOLUTION

Digiclarity Introduces a Brand-New Way to Track MOS

RESULTS

MOS Chrome Extension Offers Long-Term Call Center Peace of Mind

Our new tool became an invaluable asset for their call-center agents. From then on they were easily able to spot a quality issue and alert network engineers, who could then quickly begin packet capture and check the system’s firewall. MOS scores improved significantly thanks to fewer dropped and missed calls. The tool’s versatility allowed us to isolate and resolve other issues within the network as well, elevating MOS even further.

Given our initial successes with them, we have since applied the MOS Chrome Extension to other clients experiencing related network issues. Our tool has become a best practice for call centers operating on VoIP platforms, including Amazon Connect.