Call Quality Overview

  • Updated

We know call quality is a critical factor in providing a great experience for your sales team. While Amplemarket strives to provide the most reliable and highest quality voice systems on the market, external factors can affect call quality.


Call Quality Factors

A Voice over Internet Protocol (VoIP) phone system refers to a phone system that lets you make voice calls using an internet connection as opposed to transmitting voice signals over a traditional analog phone line. The audio captured from your voice is broken up into thousands of packets that traverse various paths on the Internet until they are reassembled at their final destination.

Without a reliable network, there's no guarantee that those packets can be reassembled in the right order or even arrive at all. So your network connection - but also your router settings - need to be optimized for VoIP systems when you are using the Amplemarket Dialer.

The three most common causes of poor call quality are Latency, Jitter, or Packet Loss.

  • Latency: The amount of time it takes for a block of information (a packet) to travel across your network. Callers recognize latency as a delay in their audio. 
  • Jitter: The variation in latency of the packets containing call audio data as it transverses the internet to reach the destination. Callers recognize jitter as choppy audio.
  • Packet Loss: When packets are inadvertently dropped as they travel across the network. Callers recognize packet loss as a choppy or garbled audio. Very severe cases might result in no audio at all.

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