The global manufacturing company was facing challenges with the quality and performance of voice services through their Contact Centers, including during the migration to SIP trunking technologies. They lacked visibility to identify the source of problems with QoS across their complex environment. The IT department had inherited responsibility for all IT monitoring in North and South America, which led to specific issues monitoring VoIP. They were already experiencing call issues because QoS tagging was inconsistent across different regions, and IT lacked the visibility necessary to identify where the changes originated. They used multiple tools for Voice monitoring, which required resource-intensive, time-consuming research, that in turn, led to unacceptably long times to troubleshoot issues.
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