Quality of Service
At Edge Voice we understand that your VoIP phone service absolutely requires a quality solution and not just a cheaper one. To maintain and gain new customers the product must be reliable and of high quality to meet expectations of service. High quality and reliability of the service equates to happier customers and a happy customer is a long term user and promoter of our service.
Empirical Testing
With any telecommunications solutions, particularly IP telephony, it is important to test the solution in multiple real world applications. Many VoIP providers today use a mix of off the shelve products to deliver their complete offering. So how do you they evaluate the Quality of Service for the complete solution? While developing our system in house, Edge Voice has implemented stringent testing of the end to end solution.
We can track quality by using a Mean Opinion Score (MOS) index which provides a numerical measure of the quality of human speech at the destination end of the circuit. We do this by using opinionated scores that are mathematically averaged to obtain a quantitative measure of the quality of service.
The MOS of a given solution is determined by a number of listeners rating the quality of voice audio on a scale of one to five, one being bad and five being excellent. The MOS is the mean of all the individual scores. Edge Voice’s solution is designed to provide high fidelity audio at a MOS of 4.0 or higher. For reference purposes, third party research has shown, PSTN scores go down to around 3.7 and in cellular networks it may dip top as low as 3.2.
Data Center Facility
Our primary data center was purpose built as a mission critical Telecom location, originally as a Sprint Co-location facility. It is a single story building with concrete masonry perimeter walls located along the “Telecom Corridor” in Dallas, Texas.
· Power protection – Two 2MW Caterpillar diesel generators, 2N Liebert UPS, PDUs, and static transfer switches, 72+ hour fuel supply on hand, and the entire system is inspected and tests regularly.
· Connectivity and Bandwidth –Sprint dual OC-48 backbone, multiple backup carriers, Cisco Gigabit routers
· Environmental – Redundant Trane centrifugal chillers, redundant Liebert CRAC units, water leak detections, VESDA smoke detection, Pre-action fire suppression system, and under floor water detection
· Facility Security – 24/7 onsite personnel, electronic and physical security, video surveillance, man-trap entry and badge only access.
If in the unlikely event our primary facility goes down, we have a secondary NOC data center which has its own redundant power backup, an OC-12 SONET ring, and multiple T1s as back up, which becomes the active service center.
Technical Support
Our VoIP technical support call center runs 24 hours a day, 7 days a week, 365 days a year. It is located inside one of our NOC's (Network Operations Center) in Plano, Texas. This allows for an excellent degree of manageability on our quality assurance for every customer support call. Please note, this NOC only deals with VoIP support issues, and will not be able to assist with any Internet service issues.
Due to the fact that we developed our solution internally, we have the unique ability to escalate support calls right up to developer level support, should a tricky issue ever come up. There is no need to track down support from the multitude of products that were integrated for the solution, much less trying to find support on any free open source modules that may be in use. This goes along way to doing away with the all too common third party finger pointing that has become all too familiar in today’s technical support environment.
· 24/7/365 internal VoIP technical support call center
· Escalation up to developer level support
· No need to track down third party support for our solution
· Live VoIP agent phone support
· VoIP Web chat support
· Custom CRM or third party application support
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