Mongoose Metrics Resource Blog

Do You Know Your Mean Opinion Score (MOS) for Voice Quality?

drew — Wed, 10 Mar 2010 16:24:33 +0000

When it comes to doing business with any telephone service supplier it’s important to know the quality-level of the connections. The best way to measure for voice quality is with a metric called the Mean Opinion Score (MOS). At Mongoose Metrics, we use only old-school, toll-quality TDM lines and have a high MOS score of 4.5. Many VOIP providers don’t reach this level of quality so it’s very important to ask any vendor you engage, “What is the MOS score for your service?”

Here’s an article from About.com which details the elements of the MOS score.

Mean Opinion Score (MOS) - A Measure Of Voice Quality

By Nadeem Unuth, About.com Guide

What is Mean Opinion Score?

In voice and video communication, quality usually dictates whether the experience is a good or bad one. Besides the qualitative description we hear, like ‘quite good’ or ‘very bad’, there is a numerical method of expressing voice and video quality. It is called Mean Opinion Score (MOS). MOS gives a numerical indication of the perceived quality of the media received after being transmitted and eventually compressed using codecs.

MOS is expressed in one number, from 1 to 5, 1 being the worst and 5 the best. MOS is quite subjective, as it is based figures that result from what is perceived by people during tests. However, there are software applications that measure MOS on networks, as we see below.

The Mean Opinion Score Values

Taken in whole numbers, the numbers are quite easy to grade.

5 - Perfect. Like face-to-face conversation or radio reception.

4 - Fair. Imperfections can be perceived, but sound still clear. This is (supposedly) the range for cell phones.

3 - Annoying.

2 - Very annoying. Nearly impossible to communicate.

1 - Impossible to communicate

The values do not need to be whole numbers. Certain thresholds and limits are often expressed in decimal values from this MOS spectrum. For instance, a value of 4.0 to 4.5 is referred to as toll-quality and causes complete satisfaction. This is the normal value of PSTN and many VoIP services aim at it, often with success. Values dropping below 3.5 are termed unacceptable by many users.

How Are MOS Tests Conducted?

A certain number of people are sat and are made to hear some audio. Each one of them gives a rating from within 1 to 5. Then an artihmetic mean (average) is calculated, giving the Mean Opinion Score. When conducting MOS test, there are certain phrases that are recommended to be used by the ITU-T. They are:

You will have to be very quiet.

There was nothing to be seen.

They worshipped wooden idols.

I want a minute with the inspector.

Did he need any money?

Factors Affecting Mean Opinion Score

MOS can simply be used to compare between VoIP services and providers. But more importantly, they are used to assess the work of codecs, which compress audio and video to save on bandwidth utilization but with a certain amount of drop in quality. MOS tests are then made for codecs in a certain environment.

There are however certain other factors that affect the quality of audio and video transferred, as mentioned in that article. These factors are not supposed to be accounted for in MOS values, so when determining the MOS for a certain codec, service or network, it is important that all the other factors are favorable to the maximum for a good quality, for MOS values are assumed to be obtained under ideal conditions.

Software Automated Mean Opinion Score Tests

Since the manual/human MOS tests are quite subjective and less than productive in many ways, there are nowadays a number of software tools that carry out automated MOS testing in a VoIP deployment. Although they lack the human touch, the good thing with these tests is that they take into account all the network dependency conditions that could influence voice quality. Some examples are AppareNet Voice, Brix VoIP Measurement Suite, NetAlly, PsyVoIP and VQmon/EP.

Team Mongoose Heads for SMX West to Evangelize about Call Tracking Solutions

drew — Thu, 25 Feb 2010 19:32:54 +0000

A team of call tracking experts from Mongoose Metrics will attend Sales Marketing Expo – SMX West – on March 2 – 4, 2010 in Santa Clara, California. Rob Bisker, Brian Maher and Jeff Tirey will help conference-goers understand the offline impact of online spending while showcasing Mongoose’s innovative product suite of intelligent phone conversion tracking systems.

Tirey, co-founder and vice president of products for Mongoose Metrics, will speak about “Phone Call Tracking Integration Strategies” in the SMX Theater on Tues., March 2 from 11:40 a.m. to 12 p.m. His presentation will provide a hands-on overview of the methods and benefits of integrating Mongoose Metrics’ phone call tracking platform with third-party platforms such as web analytics, CRMs, bid management and more.

Stop by the Mongoose Metrics booth for a full demonstration of how call tracking can help your company:

Optimize online campaigns: Know which campaigns, keywords and marketing tactics drive callers and whether those calls generate revenue – offline or online.
Improve site design: Understand which pages drive calls – customers may be confused, and there may be opportunities for site usability improvement.
Save money: Find new ways to more effectively close business online and reduce call volume.
Save time: Our integrated reporting environment saves time in analysis by consolidated call information with your analytics and CRM providers.

If you’d like to schedule an appointment while you’re at SMX, please contact Mongoose Metrics’ Sales Director Rob Bisker at rob.bisker@mongoosemetrics.com or 1.877.784.0496.

SMX West happens March 2-4 at the Santa Clara Convention Center. Here’s what’s in store:

Exceptional Content: More than 50 sessions for search marketers of every skill level will be presented. Sessions will cover all of the search topics: paid search advertising (PPC), natural search optimization (SEO), local/mobile search, social media, real-time search and much more. See the agenda for further information. Keynotes & Presenters: You’ll be treated to three outstanding keynote presentations – Microsoft CEO Steve Ballmer, Google’s Director of Research Peter Norvig, and The State of the Search Union panel of search experts. They will be joined by over 125 of the best minds in search marketing who will share their tactics and experiences.

Integrate Your Call Tracking Data inside Google Adwords Reports

drew — Thu, 25 Feb 2010 17:56:39 +0000

Getting the full picture of online spending just got easier for millions of Google Adwords users. Mongoose Metrics recently introduced a proprietary technology which lets Google Adwords users easily and immediately view offline conversion data (incoming calls) right next to online conversion data (clicks) within Google Adwords’ report dashboard. SEO/SEM marketing professionals now can instantaneously understand which keywords are driving phone calls and generating sales. If you’re using Google Adwords it’s a no-brainer to place your phone call data where it makes the most sense – right next to your PPC data. Mongoose Metrics is the first – and only – call tracking provider offering this powerful tool to help you get a complete view of offline and online conversions.

Mongoose Metrics Partners with Acquisio to Offer Offline Conversion Analytics for Interactive Agencies and Pay-Per-Click Advertisers

drew — Wed, 17 Feb 2010 22:58:43 +0000

Partnership Helps Clients Understand Who’s Clicking, Who’s Calling, How and Why

Mongoose Metrics today announced a partnership with Acquisio, a leading developer and provider of pay-per-click (PPC) management tools for search marketers. These powerful tools allow customers of Google Adwords, Microsoft AdCenter and Yahoo! Search Marketing to optimize their campaign spending for a complete picture of conversions – both online and offline. The collaboration now lets customers see a total view of how PPC traffic drives phone calls. Mongoose and Acquisio have a number of common clients and the partnership leverages the strengths of both companies to offer greater value to customers.

“We integrated Mongoose Metrics’ call tracking data into Acquisio so our clients can manage PPC campaigns based on performance, which also includes phone calls they receive. By integrating Mongoose Metrics, we’ve made our powerful PPC management tool even more powerful, because we’re providing agencies the information they need to tie together their clients’ online campaigns and corresponding telephone or call center activities,” says Marc Poirier, co-founder and chief marketing officer for Acquisio.

BIA/Kelsey Blogs about the power of Mongoose Metrics Call Tracking

drew — Tue, 16 Feb 2010 20:57:50 +0000

By Michael Taylor, BIA Kelsey, February 16, 2010 — Link to BIA Kelsey blog here.

I had the opportunity to speak with Brad Reynolds, CEO of Mongoose Metrics a Cleveland, Ohio based call measurement and conversion analytics company. Brad was quick to point out that they are not simply a call tracking company, but a company dedicated to linking online and offline conversion so clients can better understand what leads to sales conversions. According to Brad, “Our business is based around illuminating the sales funnel related to offline conversions. Our goal is to make it easy to track online and offline conversions side-by-side. We want to drive actions like tweaking marketing spend and efforts with a full basket of information.”

While some companies focus entirely on online conversions, the reality, according to Mongoose Metrics, is that a large majority of transactions occur offline via the phone. In most cases there is a chain of events that lead to an offline conversion. By better understanding how online and offline media influence the conversion path, marketers have a better sense of what media and messages they should be using to maximize their effectiveness. With good offline and online conversion data in hand, brands can personalize their messages across media to create a conversation and a stronger relationship.

Mongoose Metrics has also been busy putting together an effective international local number tracking network and recently put together deals in Canada and the UK to deliver true local exchange numbers across both countries. Rather than relying on VoIP numbers or toll free numbers, Mongoose is now able to offer local telephone numbers better linking businesses to their local area. “Until recently, it had been nearly impossible for Canadian and UK companies to use local phone numbers to follow visitors from web-to-phone to understand how their websites drive phone calls and ultimately sales,” according to Reynolds. Mongoose Metrics move into the UK and Canada is a first step in expanding internationally.

When asked where call measurement is headed in the near term, Reynolds quickly pointed to mobile. “While many feel there will be transactions handled on the handset, the current reality is that most sites are not fully enabled for mobile screens, requiring too many clicks and too much scrolling. People want to get a quick answer to their question and often will revert to contacting the store or company since it is easier — and they have a phone in their hand to expedite the need for information. Click to call features makes sense on the mobile web and will offer yet another layer in understanding where offline conversions are initiated.”

When asked what other developments they are working on, Reynolds replied, “Mongoose is currently working on a few proprietary products to provide deeper analytics of incoming calls and hopes to create a way to trigger specific actions tied to a recognized set of keywords. This is yet another step Mongoose is taking to help drive conversions and personalize the communication between consumers and advertisers.”

Mongoose Metrics Expands Local and Toll-Free Call Tracking to United Kingdom

drew — Sat, 13 Feb 2010 00:35:11 +0000

Businesses with customers on both sides of the Atlantic Ocean can now seamlessly connect online web activity to offline (phone call) conversions for maximum efficiency. Today Mongoose Metrics announced the company’s first foray across the pond to offer local and toll-free call tracking solutions throughout the British Isles. Britain’s veteran telecom services, Virgin and British Telecom, will provide their top-tier phone call reliability for the new service. “Whether you want to reach customers around the world or just down the block, our pool of local and toll-free numbers allow businesses to access both options,” says Bradley Reynolds, chief executive officer of Mongoose Metrics. The company’s UK expansion now makes it possible for multi-national businesses which need a presence on both sides of the Atlantic to leverage all of their online marketing strategies with one call tracking solution.

Local Phone Numbers Now Available in Canada

drew — Tue, 09 Feb 2010 21:48:10 +0000

Companies who do business in Canada now can connect with customers more closely. Today Mongoose Metrics announced the release of local phone numbers for Canada’s top seven metropolitan markets including Calgary, Edmonton, Montreal, Ottawa, Toronto, Vancouver and Winnipeg. Canadian marketers now have never-before-available options to place local phone numbers on their websites and demonstrate their commitment to the local communities where they do business. Mongoose Metrics’ pool of local Canadian numbers enables businesses which depend on geographically-oriented phone calls to capture important web-to-phone conversion data with a local flavor. “We believe in delivering products that our customers ask for,” says Bradley Reynolds, chief executive officer for Mongoose Metrics. He adds, “And with the addition of local numbers for Canada, we’ve demonstrated our dedication to developing solutions which make sense for our clients.”

Phone Call Conversion Tracking—The Tools Are Here, the Time Is Now

drew — Thu, 07 Jan 2010 22:28:30 +0000

Mongoose Metrics CEO Brad Reynolds recently wrote an article in Dealer Marketing Magazine about how call tracking can help automotive dealers increase ROI and lower marketing spend. To view the article please visit Phone Call Conversion Tracking—The Tools Are Here, the Time Is Now.

Mongoose Metrics services many companies in the automotive industry. If you would would like more information feel free to give us a call.

Offline Conversion Tracking

drew — Wed, 25 Nov 2009 15:43:37 +0000

Alan K’necht wrote an excellent blog about offline conversion tracking

http://www.lilengine.com/monetize/tracking-off-line-conversions-1206/

Our business is based around illuminating the sales funnel related to offline conversions. Our goal is to make it easy for you to track online and offline conversions side by side. We want to drive actions like tweaking marketing spend and efforts with a full basket of information.

Vice President Stephen Abbey Interviewed at ad:tech

drew — Fri, 13 Nov 2009 16:35:30 +0000

Ad:tech New York was a big success for the Mongoose Metrics team and the premiere of our new MACI (Marketing, Action, Conversion, and Intelligence) model. While at the conference, our Vice President, Stephen Abbey, took the time to chat with Bryan Eisenberg of WebmasterRadio.FM. WebmasterRadio.FM is a 24/7 online radio station offering comprehensive knowledge on Internet marketing and conversion. It also served as ad:tech New York’s official radio station. Steve shared his expertise on intelligent phone conversion tracking with Webmaster Radio’s roving reporter and helped expand our message beyond the 15,000 plus in attendance to a worldwide audience.

The conversation reiterated how important it is for companies to track their phone call conversions. “I’m a big fan of call tracking. I think every advertiser who is driving leads…should absolutely do it,” said Eisenberg in his opening. Abbey elaborated on how intelligent call tracking allows clients to relate the hard conversion back to their keyword. “When [customers] call a call center, they [CSRs] can enter through a touch tone pad a code that says ‘I made the sale for ten dollars,’ or ‘I made an appointment’ and then we tie that all in with a plug and play integration with…Google Analytics or Omniture Site Catalyst,” said Abbey. The interview also touched upon our system’s ease of use and how our products help inexperienced marketers incorporate intelligent call tracking. “We put a Java script on your site that takes about 15 to 20 minutes to install. Then from there we publish dynamic phone numbers every time a unique visitor comes to the site and that gives you all the market intelligence behind that,” said Abbey of our hassle free installation. With this information, Mongoose Metrics’ customer can see and guide the marketing spend of each campaign to efficiently allocate marketing dollars. Eisenberg mentioned that he considers Mongoose Metrics’ system “…a fabulous solution I have recommended to a ton of clients.”

If you missed the live broadcast, then you can listen to a digital recording here. To learn more about our intelligent phone call conversion tracking product suite, please visit our website. As Steve said in his interview, “See you there!”