Despite the popularity of Internet telephony is rapidly, but its call quality and reliability are still under suspicion, correct these problems the pressure is also growing.
For Mark, the Internet phone can be described as mixed. Mark happy, his voice mail service providers such as Vonage cool features. In addition, each month to save 260 U.S. dollars in telephone charges. Let Mark is not satisfied: a large number of small faults. Since the failure of the telephone number as many as half of the children, Mark's staff are using mobile phone.
VoIP is an enterprise data through the Internet or telephone network transmission technology, it can greatly save communication costs and increase the number of new features, many early users have also endured the problems it brings.
For some time, VoIP services, call quality has been improved, popularity is ever increasing, but there are many issues to be resolved. Vonage and other carriers to solve these problems the pressure is greater than in the past. Empirix survey, 52% of U.S. companies and about 300 million consumers using VoIP service, and this number is still growing rapidly, the user will require a higher call quality or switch carriers. With Comcast and other cable companies invade the territory of the telephone company, VoIP market becomes more crowded.
The higher the turnover rate of customers, operators need to break the longer, some operators may take four years to be able to recover the marketing and other costs associated with attracting customers. Because of the service are not satisfied, some operators of the customer loss rate as high as 25%.
Customer dissatisfaction is not limited to quality of service. According to market research firm Keynote said that, overall, VoIP call quality is lower than mobile phones. Sound unacceptably long delay, resulting in duplication of the user discourse. Keynote also found that about 3.1% of the VoIP calls get through. Although this percentage seems not high, but in an emergency, which is fatal. Traditional telephone services, this ratio is about 0.01%.
Empirix's technical director, said Fried, a third of VoIP services, call quality is "poor." Through the recent seven survey VoIP service provider, Keynote found, Vonage offers the best stability, AT & T's CallVantage provides the best voice clarity. Other VoIP service providers surveyed for the Lingo, 8X8's Packet8, Verizon's VoiceWing, Skype.
Why poor quality of service? VoIP is popular, its user base to more than double each year. J. Arnold & Associates Arnold, head of consulting firm said that with the growth of these services, providers have not invested enough on the networks, their internal structure has not kept up subscriber growth.
If this situation can not be changed very soon, some VoIP providers may be shut down. VoIP providers in the next wave of mergers and service quality will be a "life or death" issue. Price important? Currently, VoIP service providers to compete primarily on price, but the gap between their prices are rapidly narrowing. AOL survey shows that users do not feel 20 dollars or 30 dollars of services vary widely between services. AOL voice services, said the general manager of camels, because most VoIP service providers do not make money, I think they have little room for price cuts had.
Next year, cable companies provide VoIP service will launch emphasis on quality and reliability of marketing activities. Comcast, Cablevision and other cable companies in the advertising claims that their VoIP service with reliability comparable to traditional phone service, Cablevision of its Optimum Voice VoIP service called "high-quality home phone service," Kang Castells provides a 30-day satisfaction warranty: not satisfied with the service can be a full refund. Comcast is responsible for marketing and business development senior vice president Greg said, not all VoIP services are identical.
Some VoIP service providers have taken note of the problem. Vonage's technical director, said Lewis, starting next year, Vonage plans to collect and analyze data for each phone, and use these data to resolve customer complaints before the problem.
AOL has been in the line of performance, starting next year it will start measuring call quality. Freed said that other VoIP providers are beginning to purchase special testing and monitoring software, Empirix's sales in 2005 more than 75 million U.S. dollars, up 35% over the previous year. Software and other measures may not solve all the quality problems, the Internet itself is not a traditional phone system is reliable. VoIP expert Jeff said, the site often crashes.
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