What Can SD-WAN Do For Contact Centers?

Contact centers have gone global. Many enterprises maintain multiple such sites around the world in different countries and/or time zones, in order to maximize their reach, provide customer service 24/7 and lower costs.

To get a glimpse of how rapidly this sector has changed in recent years, consider that the market for cloud-based contact centers – which barely existed at the beginning of this decade – could be worth $14.7 billion by 2020, according to MarketsandMarkets. Businesses are indeed increasingly looking for scalable, flexible solutions across their contact centers.

What changed? Comparing old and new contact center requirements

Legacy contact centers were usually single-site operations. As such, they did not necessarily need the intelligence and adaptability embodied by something like an SD-WAN.

“Geographically dispersed contact centers bring new challenges.”

However, with the spread of geographically dispersed contact centers, organizations now face new challenges in ensuring site-to-site reliability:

  • Dealing with greater call volume: More sites means more calls. Supporting many concurrent connections has become essential to handling this growing inflow.
  • Juggling network links: MPLS, internet or both? Contact centers have traditionally leaned on MPLS alone for reliability, but it often comes at a steep price.
  • Minimizing dropped calls: A typical dual-MPLS contact center will inevitably drop calls when the provider of the primary MPLS link experiences an outage.
  • Preserving call quality: Contact centers led the way in VoIP adoption years ago to achieve better-sounding calls, but unstable WANs now threaten these advances.
  • Supporting real-time applications: It’s just not VoIP anymore; videoconferencing is also an important app for contact centers, and like VoIP, it requires top-notch WAN performance.

SD-WAN: A game-changer for today’s contact centers

Rising to these new challenges requires the unique architecture of an SD-WAN. Such a solution from Talari Networks is the perfect solution here since it gives you the ability to utilize multiple types of connectivity (MPLS, internet, satellite and cellular links) and automate decision-making even across complex multi-site networks.

Contact centers benefit greatly from SD-WAN.
Contact centers benefit greatly from SD-WAN.

An SD-WAN automatically measures latency, jitter and packet loss across network paths and selects the best available one to route mission-critical traffic for apps like VoIP and video. In this way, it ensures predictable performance regardless of a site’s specific location. Customers and call center employees can both get superior experiences thanks to the power of SD-WAN

“The key is to look for SD-WAN solutions that deliver improved reliability and application performance predictability across a multi-connection WAN fabric,” explained Talari Networks co-founder Andy Gottlieb in an article for Network World. “The critical SD-WAN reliability technology here offers continuous unidirectional monitoring of what’s going on across all WAN connections, and sub-second response to network issues, without breaking existing application flows, so calls are maintained even in the face of link failure.”

Getting started with your call center makeover

An SD-WAN can be the backbone of a more scalable and effective contact center operation. Be sure to check out this case study on how an SD-WAN helped an office improve its VoIP telephony, and request a custom demo from Talari Networks to see how SD-WAN could fit into your contact centers!

Categories: IT Challenges, Network Reliability


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