How Customer Perceived Latency Measures Success In Voice Self-Service
by Jeff Fried and Rob Edmondson
Published March 2006; Posted August 2006

Abstract:

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Customer Perceived Latency (CPL) is a new term for a simple, established idea: measuring latency from the caller’s perspective. It can be a very powerful tool in creating and maintaining voice self-service applications. Customer satisfaction and the customer quality of experience are critical to an organization’s success, and latency is an important element of usability and of the customer experience.

CPL can and should be used throughout the application delivery process: from design, through system test and deployment, to production monitoring. Measurements are done from outside the system, ideally across the same networks customers use. Products and services are available to make CPL measurements simple, non-intrusive and cost-effective.

About the authors:

Jeff Fried is CTO of Empirix, specializing in testing and monitoring of next-generation networks, contact centers and Web-based applications. Rob Edmondson is senior field engineer with Empirix, and has years of experience working with customers on testing and monitoring of contact center applications.

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