Being an early adopter to provide cloud conferencing solutions and the industry’s first to provide Opus Codec for browsers, we have over the years heard customers tell us some myriad challenges they face day-in and day-out.
The modern workforce demands mobility and there is no denying that. We live in a collaboration economy where remote players together can have rich, uniform and reliable communication experience every single time.
And with this change in collaboration comes the need for a better cloud conferencing solution. Plivo provides a solution based on iterations of user feedback which makes it more aligned with the market reality. These include significant improvements to our platform and infrastructure.
We grouped these challenges and put them into 3 buckets that can help differentiate between providers.
Uniform customer experience while maintaining a global coverage
An architecture to improve call quality and minimize call latency
Capabilities to derive analytical insights
Uniform Customer Experience While Maintaining a Global Coverage
When your customers get on a conference call, you want to provide them an experience that allows them to easily connect to calls and engage in a hassle-free discussion. The last thing you want for your customers is to worry about is not hearing others clearly on the call. At Plivo, we provide a full-fledged conference solution that fits your customer needs at every stage:
Coverage: We have a comprehensive network of Tier-1 carriers in over 100 countries with voice and SMS to over 1600 global carrier networks. We are only adding more and more carriers to our already strong global network.
Call quality: In our previous blog, we covered the steps we have taken to have a strong infrastructure, globally located data centers, and failover mechanism. With an optimized global routing, latency, jitter, and packet loss are reduced considerably.
Proactive testing: We are always looking at improving our overall quality through testing with the help of quality based routing and through distributed test nodes.
Redundancy: We maintain redundancy and auto-failovers across all layers of our Carrier-Integration-System. This setup protects our customers from downstream risks such as carrier outages and network failures among other things.
Direct connections with SLAs: With premium direct routes in over 100 countries, we guarantee timely delivery to any mobile network in the world. Not just that, we do not use aggregators and work directly with all major telecom operators in every region.
An Architecture to Improve Call Quality and Minimize Call Latency
Here is a trick question - What do California, Virginia, Frankfurt, São Paulo, Singapore and Sydney have in common?
If you said Game of Thrones fans - you would actually be right! Oh boy, they are all over the world! But these are the locations where we’ve got our 6 Point of Presence (PoP) locations spread across 5 continents with optimized global routing as a direct response to our customer feedback on latency that arose from a distributed server infrastructure. You would think with global routes, connecting to various PoP locations would be expensive. But there is actually no charge and it’s completely free.
Capabilities to Derive Analytical Insights
We are fast inching towards a world where you can sit back and relax in a driverless car. Wonder what makes that possible for a driverless experience? Real-time analysis of the surrounding systems by the Light Detection and Ranging (LiDAR) technology in the car. And it is true in communications too. Packet loss, jitter, or latency in calls will drastically reduce overall call quality. Having this data at your fingertips will provide meaningful insights into making real-time decisions.
And so came into picture our Browser Call Analytics. Imagine when a call is being made or received using the Browser SDK. Your application can track metrics such as latency, jitter, packet loss, and Mean Opinion Score (MOS). Tracking these metrics will help you assess call quality, faster debugging of any issues and resolution, and detecting network problems in real time. Such issues are tracked as events which your application can handle and help end users take actions to resolve such issues on their end.
For Plivo, this means, we have the ability to pass feedback after every conference call to help your customers troubleshoot issues proactively. Imagine if your customers being able to debug or troubleshoot if the call quality was due to a poor network connection or a bad headset.
One More Thing
These are the three major questions or challenges we categorized the feedback from our customers. But we also understand ‘a great product without great support is a bad product’. Therefore at Plivo, we made a bold decision to provide round the clock support to our customers at no extra cost with guaranteed response time.
If you have questions or would like to understand how we can help you differentiate and grow, reach us at firstname.lastname@example.org.