At VoiceCon last week (I was there Tuesday March 6 – Thursday March 8) I had a chance to speak with Benjamin Ellis, the VP of Marketing for Psytechnics. The company is big on the VoIP users' experience. With extensive capabilities for measuring and managing the quality of VoIP quality, the company's 40 + employees ought to be very proud of having their benchmark test method referenced in a recent Microsoft press kit reference.
In this report Psytechnics proves that the Microsoft Vista softphone delivers greater perceived VoIP quality than a market leading IP phone implementation. It seems that Microsoft plans to drive the Quality of Experience as its key differential, to position their softphone against the hard IP phone category. From my recent work it is clear that the adoption of softphones is a key technology that improves customer satisfaction and user satisfaction, the two most important performance metrics measured.