Voice Call Quality Improves for US Network

The USA based, U.S. Cellular has deployed a broadband echo cancellation and voice quality system from NMS Communications. Through this initial deployment in select markets, U.S. Cellular now offers the highest levels of voice quality, an issue that a recent study by Isurus Research cited as significantly impacting customer usage of and satisfaction with wireless services.

NMS' new Mercury 14K voice enhancement system enables U.S. Cellular to offer an optimal listening environment for wireless calls, no matter how great the distractions due to outside noise such as traffic or crowd noise. The Mercury 14K also provides a highly cost-effective option for broadband terminations and substantial cost savings that result from the system's unrivaled high density, scalability and compelling price per channel.

"After extensive research, U.S. Cellular selected NMS Communications' Mercury 14K because of the benefits it will bring our customers," said Mike Irizarry, vice president of engineering and chief technology officer. "The Mercury 14K is user friendly, has tremendous capacity and offers a superior, dynamic noise reduction, all of which means our customers will notice a significant improvement in their call quality and clarity."

The wireless industry has long known that network issues such as coverage, dropped calls and echo impact customer satisfaction and retention. A Winter 2002 survey by Isurus Market Research showed that network sound quality is a "hidden" issue that impacts customer churn and average revenue per user (ARPU). In the phone survey of 450 active mobile subscribers throughout the U.S., respondents cited voice and sound quality as differentiators that could affect their mobile phone usage and choice of operator. After hearing a sample conversation with a new network voice quality system, nearly one in four of those surveyed said they would consider switching providers to obtain that quality of service.

"With the advent of Wireless Number Portability, a barrier to switching wireless service providers has been removed," stated Brough Turner, NMS Communications senior vice president of technology. "The new Mercury 14K and the superior voice quality it provides gives wireless service providers a compelling differentiator, enabling them to both keep current customers and more effectively pursue new customers."

Posted to the site on 5th February 2004