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Contact Center Call Quality Solution

Our WebRTC monitoring and analytics solution provides insights you need to deliver high quality voice communications

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Improve Call Quality

Communications problems can occur anywhere in the network that connects your agents to a contact center as a service provider, causing echo, voice distortion, one-way audio and other issues. When they appear, these issues reduce NPS scores and agent productivity, while scrambling support teams to diagnose and fix the problem. 

Our solution monitors your communications sessions in real-time and automatically detects when trouble occurs. This eliminates the time lag between occurrence and reporting that plagues many contact centers. 

We use AI-driven algorithms to isolate the problem and identify a root cause, enabling you to rapidly resolve the issue. You spend less time troubleshooting, customers have better experiences and agents are more productive. 

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Avoid Quality Problems

Some problems can't be avoided - or can they? Remote call centers, BPOs and agents working from home may connect to poorly performing networks that doom their communications quality from the start. What if you could avoid these issues?

Our solution automatically tests the agent's endpoint device and network connection using synthetic WebRTC traffic. It predicts the expected call quality, enabling you to provide the agent a visual indicator they can use to manage their own call quality. You spend less time managing issues and agents are more productive.

The test data complements live call monitoring metrics displayed in our dashboard, giving you additional insights that can help resolve issues when they arise. 

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Optimize Agent Availability

When an agent is affected by call quality issues, not only does it reduce his/her productivity, it can increase the rest of the team's workload and customer wait times while the issue is being resolved. 

Our solution enables contact center operations teams to optimize agent routing and workloads in real time. We integrate Amazon Connect queue and routing information into our dashboard, enabling you to identify an agent with call quality issues and the associated queues. Using the Amazon Connect UI, you can quickly remove the agent and rebalance resources to deliver the best possible customer experience.

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Manage SLAs

Modern cloud contact center services are regarded as more reliable than previous generation technologies. Nonetheless, service slowdowns and outages can occur without warning, leaving contact center managers to figure out whether a drop in call volume is a natural fluctuation, or caused by the provider. 

Our solution monitors CCaaS service availability and detects service impairments. We can help you document the incident and quickly escalate it to your provider for a speedy resolution. 

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Learn about WebRTC in contact centers

This 30 minute webinar describes the many benefits of adopting WebRTC for the communications link between an agent and your cloud contact center provider, plus practical tips for making a smooth transition from legacy SIP protocols.

Webinar: Should you adopt WebRTC for cloud contact center communications?