Ekara IVR / Voice Application Monitoring

Are Your Calls Getting Through?

For any business that relies on voice services—from contact centers and IVR systems to VoIP call apps—the same questions always arise: 

  • Is every call getting through? 
  • Are my users experiencing good audio quality? 
  • Does quality hold up for long calls or international connections? 
  • What about on mobile devices? 

Ekara provides the answers. Our solution helps you pinpoint if a problem exists, what the issue is, and where it’s located, so you can resolve it quickly and ensure a consistently high-quality experience for your customers. 

Proactive Voice App Quality Assurance with Ekara

To ensure your voice services are always performing optimally, Ekara offers synthetic monitoring (STM), the most advanced method for ensuring the quality of your business telephony, IVR systems, and call centers. This approach uses automated robots to proactively test your voice services, providing you with real-time, objective data on performance and user experience. 

Ekara’s synthetic monitoring is versatile and can be used for a wide range of voice applications, including: 

  • IVR servers: Tests include listening to messages, entering DTMF sequences (dial tones), and sending synthesized speech messages. 
  • Voice calls and voicemail: Monitors communication on fixed-line, mobile, and softphones. 
  • Computer-telephony integration (CTI): Simulates complex scenarios, such as those used by call center operators, to ensure seamless functionality. 

How it works
Measuring Voice Services with Robots

Instead of relying on human feedback, Ekara uses robots that mimic real-life user interactions. These robots run automated test scenarios on actual phone equipment, 24/7.  

They can dial, listen, and respond to test both the caller’s and the receiver’s audio experience.  

This bidirectional testing provides comprehensive insights into the quality of your voice applications. 

Key Benefits & Metrics for Voice Apps and IVR

Ekara’s robots can perform both short and long calls to collect a variety of metrics. These measurements are used to calculate key indicators that represent both technical performance and user experience. You can monitor critical metrics such as: 

availability

call setup time (PDD)

call stability

garbled messages & dropped calls

With synthetic monitoring, you gain an accurate, real-time view of your voice application’s quality across any communication network, from analog to 5G and beyond. This proactive approach allows you to identify and resolve issues before they affect your customers. 

Case Study: SLA Monitoring for Call Centers & Their Providers

Challenge 
A VoIP provider delivering telephony services to contact centers needed to ensure availability and speech quality defined in strict service level agreements (SLAs). 

Solution with Ekara 
Ekara deployed synthetic monitoring probes to test calls every 15 minutes with voice scenarios. These simulations measured end-user call quality, availability, and MOS scores, while providing objective data to both the VoIP provider and the call center. 

Results 

  • Reliable SLA compliance metrics for both provider and client 
  • Objective MOS and availability indicators that isolated incident sources 
  • Scalable solution adopted by the VoIP company for all future SLA monitoring projects 

Case Study: Monitoring a Public Health Hotline

Challenge 
A public health hotline provider needed to guarantee availability and performance so that nurses could advise patients efficiently. 

Solution with Ekara 
Using bi-directional synthetic monitoring with voice robots, Ekara tested incoming and outbound calls around the clock from both the patient’s and nurse’s perspectives. Scenarios measured response times, call quality, and perceptual speech metrics, issuing alerts whenever performance deteriorated. 

Results 

  • 24/7 proactive monitoring across multiple call scenarios 
  • Real-time alerts on service degradations 
  • Reliable MOS quality scores and response time metrics that ensured consistent caller experience 

Real Users Complete the Voice Quality Picture: RUM

While synthetic monitoring proactively tests your services, Real-User Monitoring (RUM) provides a vital second perspective. RUM collects measurements directly from actual users in real-life VoIP situations, capturing data from any web app regardless of their device, environment, or network. 

This type of monitoring analyzes VoIP call streams by tracking packet transmission details (pcap, records, etc.) and provides a complete picture of network traffic performance down to the last mile of all browser-based call apps or unified communications apps. 

RUM measures the voice quality of the user experience

  • Detect anomalies and diagnose issues 
  • Track the load on SIP proxies 
  • Record transaction delays (latency, jitter, etc.) 
  • Investigate the quality of voice web apps on mobile networks 

By combining synthetic monitoring’s proactive testing with the real-world insights of RUM, you get a comprehensive understanding of your voice application’s quality to confidently answer crucial questions about your web-based voice services. 

Case Study: Measuring Audio & Video Streaming Quality on Mobile Networks

Challenge 
To assess the perceptual quality of mobile networks and services, a major European telecom operator partnered with its DEM provider and research institutions to evaluate voice and video streaming performance. The goal: understand how real users experienced streaming media while on the move. 

Solution with Ekara 
Using Ekara’s Real User Monitoring (RUM), a dedicated mobile web app collected anonymized quality metrics during actual journeys on mass transit and intercity rail lines. This provided a live dataset covering diverse network conditions, devices, and geographies. 

Results 

  • 21% improvement in early fault detection vs. internal probes alone 
  • Coverage of over 15,000 user sessions nationwide 
  • Data-driven optimizations reduced streaming interruptions by 18% during peak travel hours 

à With Ekara RUM, the telecom provider gained predictive insights into both audio and video experience quality—enabling proactive network optimization where it mattered most.