SD-WAN: A Critical Piece of the Unified Contact Center Upgrade Puzzle

Many contact centers are like Rube Goldberg machines, with a lot of discrete moving parts that must flawlessly work in concert. Unfortunately, various silos within them often prevent such seamless operation. A task as seemingly simple as rebooking a plane ticket can become extraordinarily complex, as different network infrastructure and unified communications components struggle to sync time-sensitive information. The evolution of contact centers from single-location facilities to, in many cases, globally distributed sites has only worsened these disconnects.

On the bright side, contact center operations as a whole have simultaneously shifted away from legacy telephony to VoIP and unified communications (UC) platforms, which give agents much greater flexibility in how they communicate with callers and co-workers, view customer information and incorporate technologies for video and mobility. These real-time apps put additional pressure on the WAN, though, and require a new approach to ensuring network reliability.

Scaling Modern Contact Center Operations for Increased WAN Demand

Implementing a software-defined wide area network (SD-WAN) is the ideal solution to this problem. With an SD-WAN, call center operators can:

  • Dynamically route traffic over multiple links, including MPLS and commodity Internet, to optimize performance.
  • Take constant millisecond measurements of packets for jitter, latency and loss, for real-time decision-making.
  • Boost application uptime and better support increasingly popular centralized services such as SaaS, as well as ones delivered from hybrid, public and private clouds.

The upshot is a unified contact center that works for both agents and end users. The former get more dependable call quality and access to crucial tools like cloud CRM, while the latter group gains superior service. Technical SD-WAN benefits translate into practical improvements: For example, Aberdeen Research once found that UC call centers provided three times the customer satisfaction, agent productivity and first contact resolution rate – along with fewer user complaints – as their non-UC counterparts.

With these numbers in mind, it's a good idea to move early to upgrade contact center WANs before increased activity pushes existing MPLS capacity beyond its limits. Ongoing reliance on a traditional MPLS WAN alone is a recipe for excessive dropped calls and exorbitant costs. In addition to the improvements we listed earlier, a key SD-WAN benefit is centralized management enabling a reduction in the reliance upon one or more MPLS service providers.

With many call center operations now spanning the globe, synthesizing MPLS communications helps simplify their footprints without any compromises on service quality. Accordingly, agents face fewer complications in responding to end users, and they can better avoid the delays, miscues and other errors that frequently fragment contact center communications.

An SD-WAN Built for Today's Contact Centers

Talari Networks is a proven, trusted provider of SD-WAN solutions for unified contact centers, including some of the largest metro EMS-911 networks. Whether you're looking to improve VoIP call quality or streamline agent CRM workflows, an SD-WAN is the ticket to a more adaptive, responsive and scalable network. Learn more today by requesting a product demo or clicking the banner below.

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