Abstract: Disclosed is a method of determining call quality for a contact centre. A call is initialised between a customer agent and a contact centre agent, with the customer agent connecting to the call at a point of presence having a selectable geographic location. Monitoring information is received, for the call, measured at the customer agent, the contact centre agent and a contact centre service provider connecting the call between the customer agent and the contact centre agent. Quality of the call is determined from the monitoring information collected from the customer agent, the contact centre agent and the contact centre service provider.

Abstract: Disclosed is a method of determining call quality for a contact centre. A call is initialised between a customer agent and a contact centre agent, with the customer agent connecting to the call at a point of presence having a selectable geographic location. Monitoring information is received, for the call, measured at the customer agent, the contact centre agent and a contact centre service provider connecting the call between the customer agent and the contact centre agent. Quality of the call is determined from the monitoring information collected from the customer agent, the contact centre agent and the contact centre service provider.

Abstract: Short message service (SMS) messages are sent by a sender (501) to a recipient (502) over a communications network (503). An SMS message is received (401) from the sender. An automatic verification request is sent (402) to the sender requesting a verification response, with the verification request being sent before the SMS message is delivered to the recipient. The verification response is received (403) from the sender; and the SMS message is delivered (404) to the recipient upon receiving the verification response. A system for delivering the SMS messages includes receiving means (504) for receiving the SMS message from the sender, transmission means (505) for sending an automatic verification request to the sender requesting a verification response, receiving means (506) for receiving the verification response from the sender, and delivering means (507) for delivering SMS message to the recipient upon receiving the verification response.