Communications Network, Analytics & Security Theatre

Wed 20th Apr 12:00 to 12:30

Ensuring High Quality Communications in Contact Centres

Delivering high quality services in your Contact Centre is critical to your long term success. They are often the first touch your customers and partners have with your organization when they need your help, and are designed to deliver a more engaging experience for them when they connect to a specialist or agent (where ever they may be) allowing your customers to spend more time, and of course, more money with your business.
For IT this represents new challenges, as it takes a lot of integrated components and applications to provide the seamless operation of the Contact Centre - Unified Communications and Collaboration (UCC); multi- or Omni-channel support including voice, video, web, email, chat, and mobile SMS; as well as the back end supporting applications, databases, web servers, virtual desktops, network services and external links for PSTN access and SIP trunks.
This session explores how NETSCOUT’s nGeniusONE platform provides a single monitoring solution with a holistic view of Contact Centre deployments, empowering IT teams to assure the availability and quality of UCC and data services in Contact Centres so that effective communications aren’t hampered by poor call quality, excessive call waiting times or application availability.

What you will take away from this session

  • The importance of holistic view to protect the health and wellness of both UCC and Data Services in the Contact Centre
  • How to triage complex voice / video quality, and signaling issues, in these complex integrated UCC environments
  • The nGeniusONE Platform has helped IT restore services to premium quality in their Contact Centres


Photo Speaker Name Profile
Ray Krug Ray Krug View Profile