Many contact centers are cutting-edge technology adopters, so why has the migration to agile and DevOps practices not been fully embraced by some organizations?
As predicted, 5G technology was the main focus of MWC19 Barcelona (formerly Mobile World Congress). Speaker after speaker touted the importance of deploying 5G as quickly as possible. Tech companies from all over the world showcased their 5G capabilities. Though 5G was a big topic at MWC the past few years, there’s clearly more urgency than ever. The impact of 5G will span industries and save lives.
The reality of conducting business in the digital world is that technology is more in control of customer experience than we humans are. Consumers have high expectations. When things don’t go well, unmet expectations can devastate a company’s reputation and even negatively affect market share.
The deployment of 5G technology, which is happening much sooner than expected, will “touch and change our lives like never before” while bringing new performance expectations to the telecommunications industry, according to a new white paper by the Telecom Regulatory Authority of India (TRAI).
We’ve all been this guy (see pic above)….that’s why the most successful companies make CX their top priority. They know that a poor experience can leave their consumers feeling undervalued and angry. They also know that any resulting damage to the relationship is not easily repaired.
This is your opportunity to explore progressive network and customer intelligent monitoring systems that can advance your network function virtualization (NFV), 5G, and Internet of Things (IoT) adoption processes. Since emerging technologies add complexity to how modern telecom operators and enterprises function, it’s critical for businesses to plan for how they’ll affect Quality of Experience (QoE).
To better serve our rapidly growing European client base, we recently moved our local office to a new location in Maidenhead, Berkshire. The new Saint-Cloud Way office is a short distance from our previous location. After years of double-digit growth, we had no choice but to expand our footprint in England. The move is already paying off.
Quality of Experience (QoE) is the key business indicator for service providers and enterprises moving respectively to 5G and IP Multimedia Subsystem (IMS). However, the new services enabled by these technologies coupled with innovations in the Internet of Things (IoT) and in automation in general are very different to traditional telecoms services. New, flexible approaches to assuring QoE are therefore required that take into account the needs of specific applications and the expectations of users.
With customers at the heart of every company, organizations who align their business strategies with the evolving demands of their customer base have an advantage. Nowhere is this more true than in contact center environments, which carry the burden of providing a quality customer experience when it is most needed. Automated end-to-end testing and monitoring detects and prevents issues across your contact center IVR applications, infrastructure and networks before your customers are affected. Why put customer experience at risk?
Don’t miss your opportunity to explore progressive network and customer intelligent monitoring solutions that will advance your NFV, 5G, and IoT adoption – MWC 2019.