Low Latency & Jitter, Zero-Loss VoIP Network
"Keeps You Connected" to Offshore Call Centers
We describe below a case study for Virgina based multi-office medical practice. We provide superior audio call quality to their India call center by optimizing three segments of the VoIP audio path. The benefit is clear VoIP call audio quality with no call drops.
(1) We Shorten the VoIP Ocean Voyage
National VoIP providers will have you take a phone out of a box and just connect to the Internet. In this scenario, the Internet service providers control the path using something called BGP. We believe we should control the path of VoIP across the ocean and not leave it to chance.
We use SD-WAN technology to create six diverse VoIP paths between our Virginia data center and India. The packets arriving first on the shortest path are used. We use ping time measurements to measure the audio delay in call center conversations such as the time between when a caller says "Can you help me?" and then gets a delayed response back from the agent. "..(pause) ...Yes, account number please". These ping times match "audio response times" described in this article.
Tunnel Ping Latency Across 6 paths to India
| India ISP 1 | India ISP 2 | |
|---|---|---|
| Verizon | 240ms | 280ms |
| Comcast | 260ms | 245ms |
| AT&T | 250ms | 340ms |
We routed VoIP traffic via three premium Internet providers to the India call center's two Internet providers. We provided them a SD-WAN router that "answers" the six redundant VoIP paths we send across the ocean. Many times per second the router decides the best path VoIP path to use.
In the example table, the best (240 ms) connection is 100ms shorter audio response times than the worst (340ms) Be aware, you can hear latency over 300 ms round trip.
(2) We Have a Short VoIP path to the Ocean
Virginia Beach has become a major hub for subsea fiber optic cables. Four major cables land here. These cables connect the US to Europe, Asia, South America, and South Africa.
Our Virginia based VoIP data center provides a VoIP path with 25 ms shorter audio response times to the Virginia Beach fiber landing and the shortest path to the client's offshore call center.
(3) Your VoIP Path to Us is Short
Our Virginia customer customer switched to us from a West Coast VoIP provider.
The path from our Virginia data center to you is short and never leaves your Internet carrier. Technically, it's only a few router hops.
The VoIP path savings is about 50ms shorter audio response times.
We Keep You Connected
The overall result is that our medical customer's patient needs were not burdened by poor technology. The benefits are clear:
- Audio responsive patient to agent conversations.
- Clear VoIP audio quality.
- No call drops.
Our earned reputation and #1 mission is "We Keep You Connected"
