Wednesday, May 11, 2005

How the Keynote VoIP Benchmark Study Works

Rich Tehrani

Keynote is evaluating each of six VoIP providers over each of the five networks by placing coast-to-coast calls from VoIP to traditional telephones (PSTN) between San Francisco and New York once every 30 minutes. Additionally, local loop VoIP to PSTN calls are placed every 30 minutes for each of the provider and network combinations to emulate a contained environment and accurately track the network impact on call quality. Calls are also placed from and to traditional phones every 30 minutes between the two metro areas to understand what residential customers can expect when switching from traditional phone lines to VoIP.
To quantify the end-user experience with call quality over each VoIP provider and network combination, Keynote identified ten key performance factors based on multiple network and audio fidelity metrics that are collected during the call placement. These performance factors include: service availability, outage hours, average number of call attempts, dropped calls, audio delay (including consistency over time and geography), listening quality using perceptual evaluation of speech scale or PESQ to arrive at a Mean Opinion Score (MOS) and MOS consistency over time and geography.
The study will also highlight the areas up-and-coming providers need to pay special attention to in order to provide high service quality to end-users and attract and retain enterprise customers in their respective markets. Moreover the data presented will help the enterprise understand industry best practices which can be implemented during their branch-office VoIP and converged customer care application deployments to maximize employee productivity and customer satisfaction.
About Keynote
Founded in 1995, Keynote Systems (Nasdaq “KEYN”), The Internet Performance Authority®, is the worldwide leader in e-business performance management services. Over 2,100 corporate IT and marketing departments and 16,000 individual subscribers rely on Keynote’s portfolio of measurement and monitoring, service level and customer experience management services to improve e-business performance by reducing costs, improving customer satisfaction and increasing profitability.
Keynote is viewed as The Internet Performance Authority due to the company’s global infrastructure of over 1,600 measurement computers in more than 50 cities worldwide that capture and store on a daily basis over 60 million Internet performance measurements, frequent media citations quoting Keynote's Web performance data and analysis, the company’s market-leading Web performance indices for vertical markets and leading customer research that provides critical business insight into online customer experiences, industry trends and competitive Web strategies.
Keynote Systems, Inc. is headquartered in San Mateo, California and can be reached at or by phone in the U.S. at 650-403-2400.
Keynote, The Internet Performance Authority and Perspective are registered trademarks of Keynote Systems, Inc. Other trademarks are the property of their respective owners. © 2005 Keynote Systems, Inc.
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