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.
The phrase Active Monitoring can mean many different things, ranging from a periodic ping to verify that a server is reachable, to an HTTP transaction to measure responsiveness of a website, to a multi-party voice transaction to determine the quality levels that users are experiencing. Today, I am going to focus on active voice transactions.
One group of especially smart people I work with on a regular basis is the market analyst community. I’ve worked with many of them over the past few years here at Empirix, as well as in previous positions. I enjoy when we can share with one another our views on the state of the technology world.
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.
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.
Interwoven throughout the conference was discussion on the rapid pace of change, in particular in Unified Communications environments. Enterprises are integrating multiple and instantaneous forms of communication with business processes.