Measuring the Importance of VOIP Service for Users with KPIs

With the loads of benefits that today offered by any standard VOIP service, it has become a foremost choice for users that are still using traditional voice communication mediums

VOIP has a lot to offer for everyone, whether talked about the small businesses or major business establishments, and even the households, all can make great amount of savings and increase their operational efficiency with the help of VOIP solutions. VOIP through transmission technologies allows for voice communication to take place over the Internet or other popular packed-switched networks available today.

Whether used for business purposes or residential usage, VOIP connection allows users in reducing both communication and infrastructural expenses to a great extent. With the help of VOIP one can easily and efficiently route the phone calls over the existing data networks and users does not need to maintain separate voice and data networks. VOIP is certainly an all-in-one application that provides various features like conference calling, call forwarding, caller ID features, automatic redial facility, Interactive Voice Response (IVR), etc with the flexibility of using the phone and the internet at the same time. Different rates are charged by different VOIP service providers, which also depend upon the level of service asked by the users. With VOIP service users can easily transmit multiple telephone calls over the single broadband connection and can also enhance the security level of their communication through encryption. One of the important aspects of VOIP service is that it is location independent. Use rs

are just required to have a stable and quick internet connection to get connected to the VOIP service.

VOIP users can easily prioritize the factors in the form of KPIs to judge the VOIP service. For VOIP users KPIs fall under following categories- network quality, cost savings, VOIP service efficiency and customer service. Network Quality Perspective takes into account KPIs such as connection success rate, reduction in connection delay, network efficiency ratio, etc. Secondly, Cost Savings Perspective includes KPIs such as % reduction in phone costs, % reduction in bandwidth costs savings in infrastructure and maintenance redundancies, etc. VOIP Service Efficiency Perspective talks about KPIs like % of calls with one or more DSQ Event, % of time segments when the call quality was inappropriate, security level score, etc. Lastly, Customer Service Perspective is helpful in judging the customer service of VOIP connection and consists of KPI like average service response time, service access level, etc.

A secured VOIP connection is required to stay protected against various types of threats on the Internet like viruses, spam, hacking attempts, Denial of Service (DoS) attacks, intrusions, lost and stolen data, data sniffing, voice injections, hijacked calls, and many other such problems. And security issues are the biggest reasons why companies are reluctant to use VOIP service for their work. Inadequate server connection, low call success rate, high call setup time, connection delays, etc on the part of VOIP service providers are some of challenges that a VOIP user required to combat with effectively.

KPIs in this regard allow the VOIP customers to manage all the aspects of VOIP service whether it is security issues or quality level of VOIP connection offered by the service provider. By aligning strategic values to each KPI related to VOIP service users can know where they are actually lacking and what they can do to correct the performance level.