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Minacom Introduces Zoey: Automated Service Quality Self-Testing for Self-Install VoIP Customers

Posted on: Tuesday, 22 August 2006, 06:00 CDT

Minacom, the world leader in VoIP test systems for telcos and cable MSOs, introduced today the Zoey(TM) interactive VoIP test agent, a revolutionary new concept in customer support designed for providers offering self-install VoIP service. Zoey is an automated Interactive Voice Response (IVR) agent customers can call to test their own service quality; subscribers interact with Zoey to check their caller ID, and to evaluate noise, echo, speech quality (MOS), DTMF (touch-tone) and fax transmission quality.

As an IVR service, Zoey is easily integrated into existing 1-800 customer service systems, acting as a knowledgeable first-line of support. Calling Zoey lets customers verify their VoIP service installation, and helps to confirm and quantify service quality issues without involving support staff. During the call, Zoey objectively reports service quality in simple language, helping callers to identify and resolve issues often caused by cordless phones, installation/wiring mistakes, and wireless network interference.

If a problem is identified with the service itself, Zoey can transfer the call to customer support, along with detailed test results that help technical staff identify and resolve the issue as quickly as possible. Accurate test results facilitate phone-based support, while reducing unnecessary technician dispatches caused by 'false alarms'.

During the short, interactive test call, Zoey measures over 50 analog and IP service quality metrics. Results are centrally stored in DirectQuality R7, a web-based service level test automation platform that many operators worldwide already use for VoIP, IPTV, Internet and data/fax service quality monitoring, troubleshooting and day-of-install testing. Test results are easily accessed from any web browser, including those on most handheld cable, xDSL, and FTTx testsets, Blackberrys and Internet-enabled cell phones, allowing operations staff and field technicians to easily communicate and collaborate to resolve service issues.

"VoIP self-install customers often use web site FAQs to setup their telephone adapters and get to a dial-tone," explained Michel Nadeau, President & CEO of Minacom. "But who helps them if their caller ID is blocked, their friends are complaining about echo and noise, or when their voicemail and fax don't work? Zoey solves these problems while reducing support costs and giving operations staff the information they need to keep subscribers talking. Interactive VoIP testing is the missing element in most self-install VoIP service strategies."

Minacom has invited service providers to try Zoey themselves; they can get Zoey's phone number at www.Minacom.com/Zoey. Zoey will also be demonstrated at VON Fall, at Minacom's booth, #363, from 12-13 September, 2006 in Boston.

About Minacom

Minacom builds Service Level Test Systems for Telcos and Cable MSOs, and Internet Telephony Service Providers. Minacom's automated test systems help maintain the integrity and quality of large-scale multi-service deployments, including Voice, VoIP, IPTV, Caller ID, Voicemail, Conferencing, Fax, Dial-Up Modem, Video Conferencing, and IP Services from Ping and DNS to Audio & Video RTP Streaming.

Minacom systems are web-controlled by a centralized server platform that integrates years of operational experience into test setups, test strategies and result analysis rules used by over 70 operators worldwide including at&t, Comcast, France Telecom, Liberty Global, Primus, Orange, Clearwire, VSNL and Bellsouth, as well as softswitch manufacturers such as Siemens, Cedar Point and Ericsson.

Experience Minacom's QoS test automation live at www.minacom.com/try.

Minacom, Simplifying Service Assurance, DirectQuality, DirectCare, DirectReach, PowerProbe, GatewayDQ, PocketDQ and ChartDQ are registered trademarks of Minacom. DOCSIS is a trademark of Cable Television Laboratories, Inc. Blackberry is a registered trademark of Research in Motion, Inc. All other trademarks used in this document are the property of their respective owners.

Source: Business Wire

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