CPC H04M 3/2236 (2013.01) [H04M 3/2218 (2013.01); H04M 3/2227 (2013.01)] | 22 Claims |
1. A method of determining call quality for a contact centre, the method comprising:
initialising a call between a customer agent and a contact centre agent, the customer agent connecting to the call at a point of presence having a selectable geographic location;
receiving monitoring information, for the call, measured at the customer agent, the contact centre agent and a contact centre service provider connecting the call between the customer agent and the contact centre agent; and
determining quality of the call from the monitoring information collected from the customer agent, the contact centre agent and the contact centre service provider.
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