What is Passive Monitoring?

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.

WebRTC: Customer Service Evolution

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

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).

Are Customers Seeing Your Problems Before You Do?

Seeing problems

Have you ever had something go wrong with your system? How do you find out people are having a bad experience while trying to use your enterprise communication system? Here are three ways I can think of – some of which less desirable than others.

Finding Sanity in the Complex World of Technology

Finding Sanity

Both Enterprises and Service Providers are attempting to find ways to handle increasingly complex technology environments. Better access to data and new tools to improve services and increase revenue are constantly being developed and adopted. While this is of course advantageous, it also creates a snarl of technology that is challenging to untangle.