By Sarah Meyer
Are your users so used to mediocrity that they don’t even complain anymore? Staff at a Business Process Outsourcing company that provides contact center services spends its work day on the phone with customers. That means they depend on the performance of both the phone system and the applications they use while on calls.
But the customer service staffers were so used to application latency and substandard voice quality that didn’t bother submitting tickets (“it’s always been like that,” a long-time staffer reported when asked why she hadn’t notified IT). When a new staff member complained, IT jumped on the issue.
Michael, a network admin, called Ipswitch to ask a Sales Engineer for advice. They agreed that Michael’s best bet was to install WhatsUp Gold VOIP Monitor and set up SLAs. Using the VOIP config utility, Michael configured IP SLAs for every WAN circuit. According to Michael, “As soon as we had everything built, one site went into alarm for voice quality issues. Upon investigating the alarm we found up to 14% packet loss outbound from the site on one MPLS circuit. We build a second SLA for the non-voice site that would be treated and verified the packet loss was not just on voice traffic.” Michael found the cause of the latency and voice quality issues and was on the trail to get them fixed.
We asked Michael how long it would have taken him to solve the problem without WhatsUp Gold VOIP Monitor. He told us, “We may not have even known there was a problem for a long time. Once WUG VOIP was running, it only took a few minutes to find the problem. It took a couple weeks before the provider would do the proper testing onsite to narrow down the issue, but once they did they found a bad interface on the Ethernet demark for our circuit.”
“Since resolving the issue, all applications have run faster and voice quality has improved considerably. Agents and customers can hear each other better and with the applications not suffering from latency, call times have been reduced meaning there can be more calls per agent. This affects the bottom line more than anything.”