Fall 2009 Newsletter: Voice Quality Testing | IQ Services

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Voice Quality, Multimodal Testing & More	October 2009
Can you believe it is already 4Q09!? Last quarter flew by...it was full of many exciting opportunities and customers. Since we just celebrated Customer Service Week, we thought it might be appropriate to point out a recent blog post where we talk about a contest to honor good customer service. Please check it out and let us know if you'd like to say thank you to someone who goes the extra mile to help customers. As always, we welcome your questions and feedback? If there's anything you'd like us to clarify or cover in a future newsletter, just drop us a note. Thank you and best wishes for a great 4th quarter! The Team at IQ Services P.S. Please check out our Voice Quality article and service updates below!	Check it out!
	IQ Services Blog Webinar: Great Customer Experiences Start wtih...
	Press Releases
	Consulting Practice Appointment IQ Services Participates in CTA of MN
New Service Annoucement!
In the next few weeks, IQ Services will officially launch a new managed testing service for multimodal communications solutions. The new service uses voice and data modes of communication within a single transaction. The test data is presented for each mode as well as correlated for each individual transaction. If you are planning for or implementing communications technology that supports multimodal transactions (including agent desktop functionality), we'd love to hear from you and learn more about the concerns you have for installing and maintaining your solution. You can get in touch with us at 612.243.6700 or info@iq-services.com.
Alphabet Soup: Voice Quality & Your Customers
You can't be surprised. It happens every time there's even the smallest evolutionary change in technology. The industry is bombarded with another set of acronyms. All the old and new acronyms start popping up all over the place -- in your favorite industry mags, at trade shows, during impromptu watercooler discussions with your favorite company techie. Voice quality is no different...QOS, QOE, VSQ, VQ, MOS, EMOS, PSQM, MNB, PAMS, PESQ, and the list goes on. In the fog of acronyms and excitement of new technologies, it is easy to see why some of us temporarily lose sight of the ultimate objective of voice quality, communications and customer service efforts: making sure communications are intelligible to real people and reducing the effort these real people have to expend to get what they need. Read More...
Enhanced Report & Notification Features for HeartBeat™ Availability & Performance Monitoring Services
Over the past few months, we've released some nifty new updates to HeartBeat™ -- our remote availability and performance monitoring service. The updates focus on getting real-time information into the right hands as quickly and efficiently as possible. The updates include: Online service availability overview: this new online report is available via your existing MonitorControl.net account. If you select this option, you'll be able to select and view daily service availability information for your HeartBeat™ drills Nth call option: provides you with extended intermittent issue handling similar to Second Call Option. If this feature is configured, notifications are sent after 2 or more errors in a row. You decide how many consecutive errors and we do the rest. Excessive error notification: if this notification option is selected, you are notified if more than a pre-defined number of transactions fail within a specified timeframe. As usual, you set the pre-defined number and type of failed transactions Successful call notification: if this notification option is configured, you receive a notification when a persistent issue has been resolved. The patented technology used to deliver HeartBeat™ services is highly flexible and can easily be configured to meet unique monitoring and notification strategies. Call your Account Executive or our HeartBeat™ engineers today to learn more about our latest updates and other features you can leverage to accommodate business and team requirements.

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