Slack, HipChat and Fleep are just a few of the new crop of real-time messaging…
The Last Mile of Bandwidth Access: Contact Centers Live at the Edge
Customer experience is the new battleground for the digital transformation wave, impacting organizations of all size. Seventy percent of corporate boardrooms recognize customer experience as their most strategic performance measure, according to Dimension Data’s 2017 Global Customer Experience report.
To meet rising expectations for service, businesses have transformed their contact centers to engage with prospective and current customers across multiple communications channels. Plenty of people still want to speak with customer service reps, but increasingly, people prefer digital channels like instant messaging (web chat), video chat, text messaging, social media, and virtual assistants (chat bots). And they expect the same prompt, informed customer experience, no matter how they communicate with a brand.
The Complex Network Demands of Contact Center Applications
Network reliability has always been paramount to the smooth operation of contact centers. Most contact centers span multiple locations, and they’re often global. Many have agents who work from home. These trends mean that more of the applications used by contact center agents are centralized, either in a private data center or a cloud service, rather than run locally. As a result, connectivity headroom must be reserved at the edge or the so-called “last mile” of local network access.
While contact centers must support large volumes of phone calls, other digital communications are growing. Calls are routed to agents based on a variety of factors, including agent availability, skill set and a customer’s importance. To sell new products or resolve problems on the first call, agents depend on speedy data lookups and screen pops from their CRM systems, without worrying about latency. The growing use of big data analytics means there are more data than ever to sift through to provide the agent with a total view of the customer relationship.
Real-time applications like cloud voice and video chat are highly sensitive to network congestion, packet loss and other delays. When that happens, agents are less productive.
Build Failsafe WANs for Your Contact Center
Contact centers need a next-generation failsafe SD-WAN for the last mile connectivity to their offices and remote employees. A fail-safe SD-WAN delivers automatic, continuously improved reliability and predictable application performance from an on-premises data center or cloud to each office location and agents working from home.
An SD-WAN delivers:
- A failsafe WAN with quality-based routing. A failsafe SD-WAN routes packets deterministically based on the bandwidth suitability for each application and protocol type. Real-time applications like phone calls and video chats take priority over applications that are less latency-sensitive like email, call recordings and backups. The best path through the network is chosen, packet-by-packet at every instant. If there’s congestion or other link problems, the failsafe SD-WAN solution can dynamically switch between paths in an instant, so agents’ phone calls and video chats are not interrupted by the underlying network conditions. That’s critical not only in the case of a dirty link, but also to handle the demands of a hugely successful marketing offer.
- A better application experience with one-way assessments of true quality. Routing decisions based on round-trip measurements are too simplistic for today’s digital enterprise. A failsafe SD-WAN like Talari can measure the loss, latency and jitter across every path—in each direction—to create a detailed, real-time network map. Path decisions are made intelligently and in the context of network conditions, with application QoS awareness. Agents have responsive CRM applications, quick data lookups and crystal-clear voice quality.
- The ability to use all available bandwidth. With a failsafe SD-WAN like Talari’s, businesses can use all the available bandwidth they’re already paying for. And that can add up to substantial cost savings by delaying the need for bandwidth upgrades.
- The ability to reduce reliance on expensive MPLS. With the SD-WAN actively managing the quality of the links, contact centers can begin to replace their expensive MPLS links with broadband Internet, metro Ethernet, or other affordable, high-bandwidth connections. For virtual contact centers, this makes it easier to hire agents in remote areas where consumer-quality Internet may be the only connectivity choice.
A failsafe SD-WAN from Talari can help your contact center meet growing expectations for informed, responsive service.
To learn more about Talari’s Failsafe SD-WAN solution, read the brief.
To learn why 911 emergency services call centers like Maricopa Region 911 rely on Talari’s Failsafe WAN solution, read the case study.