What is Passive Monitoring?

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Closer Look at Passive Monitoring

No matter how solid a communications system is when it’s first implemented, things tend to go wrong over time. As you add new technology, change settings, have increased voice or data volumes, and more, it becomes a requirement that you monitor your communications systems to ensure they run as expected.

By Royal Proclamation: Respect the Legacy!

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Respect Legacy

Legacy technology – you can’t escape it. Just when we thought next-gen communications had taken over, the Royal Birth proved us all wrong. It’s hard to believe that the world first received the news of Britian’s newest heir via a proclamation pinned to an easel outside of the Palace. From there, technology had its say and the announcement was tweeted, snapped and posted across the globe. But “modern tech” took second place.

Testing SBCs: Why Do It?

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Testing SBCs

Two key elements of infrastructure testing of contact centers and unified communication environments include the session border controller (SBC) and SIP trunking. To understand more about SIP testing, read SIP 101: Preparing for Successful Deployment. In this post, I will focus on the requirements of testing SBCs.

WebRTC: Customer Service Evolution

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Customer Service Evolution

When Customer Service Representatives (CSRs) are interfacing with customers via WebRTC, interactions are driven from an HTTP/application/browser data path. Therefore, additional context about each customer will be available. This will arm CSRs with business intelligence, so they can immediately understand why customers are calling and how to address their needs. This efficency will drive productivity and increased customer satisfaction.

Circuit Switched Fallback Falls Short

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Falling Short

One of the hottest topics right now in Telecoms is Voice over LTE, or VoLTE as it’s more commonly known. This technology will enable Mobile Service Providers (MSPs) to finally deliver voice calls across their entire IP, access and core network. This capability will help create a more efficient end-end network infrastructure, and also take advantage of the policy rules now available to ensure optimum customer call Quality of Service (QoS).

What Is End-to-End Infrastructure Testing?

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Infrastructure Testing

Today’s communication environment is extraordinarily complex. We live in a time where everyone wants to communicate and interact in their own unique way. Clearly this situation can be very challenging for contact center operations managers. There is pressure to meet customer satisfaction goals and reduce the risk of new technology, while also keeping costs low and addressing other business goals.

Respect: The Bottom Line in Customer Satisfaction

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Respect Customers

I’m a big believer in both giving and receiving respect in my family, in my office environment, and when I conduct business. Let me give you an example. When I contact a company, I have a legitimate question, concern or need. I expect you, the company, to respect that. Not every company is Zappos or […]