Case Study: VOIP & Call Center Teams achieve real-time call quality and customer experience improvements with HeadSpin

HeadSpin is the leading solution to help you improve your customers' VOIP and call center experience

VOIP struggled with complex call center and VoIP infrastructure where real-world performance and user experience were hard to measure — teams often relied on proxy tests or trial calls that didn’t reflect actual customer experience. HeadSpin was engaged to provide continuous, real-device monitoring (cloud device farms, on‑prem KPI monitoring, SaaS analytics) and automated UI flows (Appium) so VOIP could baseline performance and surface true end‑user issues.

HeadSpin implemented a hybrid solution (test harnesses in contact centers plus HeadSpin device farms), following a DIAGNOSE → IMPROVE → SUSTAIN cycle, with live dashboards and alerting for excessive call drops and KPI failures. As a result, HeadSpin gave VOIP real-time UX data instead of proxies, enabled faster identification and remediation of problems, automated KPI collection and validation, and provided ongoing monitoring and benchmarking to sustain better call quality and agent performance.

VOIP