Twilios Voice Insights enables developers to manage call quality in their apps

Twilios Voice Insights enables developers to manage call quality in their apps
Ryan is an editor at TechForge Media with over a decade of experience covering the latest technology and interviewing leading industry figures. He can often be sighted at tech conferences with a strong coffee in one hand and a laptop in the other. If it's geeky, he’s probably into it. Find him on Twitter: @Gadget_Ry

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Twilio wants to disrupt the telecommunications industry, and it's been achieving that by providing tools for developers to offer powerful call abilities within their own apps. Twilio is building on their disruptive communications platform with a new analytics solution it calls 'Voice Insights' which enables developers to adjust their apps to offer the best call quality possible. 

"With Twilio, we're able to conduct hundreds of small group math coaching sessions around the world at the same time without audio glitches or downtime," said John Danner, CEO of Zeal Learning. "The key to great coaching is trust, and seamless Twilio audio connections are the key to establishing trust between coaches and students across thousands of miles. The metrics provided with Voice Insights help us provide the type of experience our customers expect." 

Voice Insights allows developers to monitor network and device performance during WebRTC calls and programmatically adjust application response to varying network and device conditions. Several factors can affect the call experience of a user including network congestion, internet speed, and underpowered devices. 

"We have been using Twilio Insights as we roll out new call features and it's been invaluable for quickly triaging problems," said Jared Goulart, analytics manager, Redfin. "We can now be proactive, giving our IT team focused information to check on infrastructure issues so our developers don't get bogged down with them. Most importantly, we can respond with details when users raise quality concerns which builds confidence in our product." 

Through monitoring performance, developers can adjust their apps to ensure all users have at least an acceptable experience regardless of hard-to-control external factors like the aforementioned. More specifically, developers can now: 

  • Respond to issues during a live call: Real-time call quality warnings through the Twilio API enables developers to display prescriptive actions to users. For example, an application can now present a pop-up message to prompt the caller to take actions or share information such as "you are on mute," "check headset connection," or "poor network coverage." 

  • Diagnose obscure network and device problems affecting call quality: Dashboards in the Twilio Console show network and device performance during each call and demonstrate how that performance correlates with the caller feedback. This makes it easy to identify the exact root cause for problems affecting call quality. For example, it's now possible to see how a local network was performing when users in a given area complain about poor call quality. 

  • Report on WebRTC performance: Developers can use this data to build custom analytics that examine and monitor call quality trends. For example, it's now possible to monitor and report on the WebRTC call experience between Android and iOS devices, between carriers, and between wired and Wi-Fi connections. These metrics help developers and businesses better plan, deploy and support their WebRTC-based solutions. 

Voice Insights is available today in beta and pricing starts at $0.004 per call minute. Every customer using Twilio Client version 1.3 or later can enable these capabilities with a single click in the Twilio Console. 

"With more than a billion minutes of WebRTC calls made through Twilio, we have learned a lot about network and device variances that affect call quality," said Patrick Malatack, vice president of product management at Twilio. "With Voice Insights, we are giving developers the tools to build better experiences for their customers." 

Do you plan on taking advantage of Twilio's new Voice Insights? Let us know in the comments.

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