Contact centers are the lifeline of the modern enterprise, providing critical front-line support and services when a customer calls in for help. In many cases, these experiences can be the only relationship some have with a brand—so these customer interactions need to be seamless.
Legacy call centers relied on circuit switching that was sufficient for voice phone calls, but as contact centers began to adopt omnichannel practices—using chatbots, real-time messaging, social media, email, video conferencing, and more—to improve customer satisfaction and customer engagement, enterprises have transitioned to modern packet switching environments that are better suited to handle the data demands.
Additionally, as enterprises continue to move from on-premises solutions to cloud-hosted contact center applications, such as Amazon Connect, and the contact center agents themselves become more distributed from hybrid and remote work, the IT teams who support these critical apps and workers are facing unprecedented challenges.
With every home office becoming a “branch of one,” IT teams now need to support virtual contact center workers as efficiently as they could when agents worked in the office. Moreover, IT needs visibility into the experience of contact center technology, including cloud-hosted apps, so they can work with their providers to resolve the root cause of user-impacting outages or performance degradations. Ideally, these issues should be resolved before an agents’ KPIs (Key Performance Indicators) are jeopardized, or their ability to satisfy customer expectations is put at risk.