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Why a network pre-assessment is critical for UC - IR - ContactCenterWorld.com Blog

Why a network pre-assessment is critical for UC

In a recent podcast I discussed the importance of running regular tests to ensure unified communications eco-systems are performing as intended. This is just as important prior to any deployment, as it is to ongoing health.

Last week we announced new deployment and migration pre-assessment capabilities to IR Prognosis for UC. With these new capabilities, IT teams can test the internal network, as well as connectivity to the Office 365 cloud, and automatically assess the infrastructure to detect likely issues in performance of voice, video, and desktop sharing and resolve them before migrating to a cloud or hybrid environment. Join our webinar next month to learn more - click below.


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One of the most critical elements in a successful UC deployment in the cloud or in a hybrid environment is ensuring the IT infrastructure is optimized to cope with the demands of real-time communications. However, organizations often fail to pre-assess their network and UC environment and later find out - during deployment - the network is unable to handle the demands, causing a poor user experience.

Prognosis for UC has a unique software-based design that does not require network probes for UC traffic analysis across the network. Therefore, it can be deployed much quicker than other probe based solutions and provides full visibility across the entire UC environment, including SBCs, routers, and Wi-Fi access points. Furthermore, it will not only identify potential issues, but also troubleshoot the root cause and provide prescriptive remedial guidance, reducing the time to prepare for a successful deployment or a migration to the cloud.

UC infrastructure is complex with potential problem areas that can be hard to see. Utilizing the Prognosis for UC to perform a pre-assessment, IT operations can identify what could go wrong ahead of deployment - delivering a better user experience, while assisting with a migration to the cloud.

Want to know more about network pre-assessment? You can inquire here, alternatively I'm in Toronto with the IR team at the Microsoft Worldwide Partner Conference (WPC) all this week, July 11-14. Drop in and say hi at booth #437

 

Skip Chilcott

As global head of product marketing, Skip Chilcott leads worldwide product marketing at IR. He is a 20-plus year veteran of the communications and collaboration industry, dating to the early 1990s with his time at Placeware Web Conferencing. Before joining IR, Skip spent 12 years at Microsoft, involved early on in real-time collaboration, unified communications, and cloud productivity products and services. Most recently there, he focused on the Lync/Skype for Business and Office 365 go-to-market strategy and execution.

 

Source: http://www.ir.com/blog-uc/why-a-network-pre-assessment-is-critical-for-uc

Publish Date: July 11, 2016


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

7.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from IR

Recent Blog Posts:
IR Live - Microsoft WPCJuly 13, 2016
Is your network ready for Skype for Business? (And how to find out)July 13, 2016
Why a network pre-assessment is critical for UCJuly 11, 2016
Cloud Comms Question No Longer 'If' But 'How'June 8, 2016
3 Steps to Bulletproof your Contact CenterMay 30, 2016
How to manage Skype for Business in a multi-vendor environment [podcast]May 26, 2016
Enterprise Connect 2016 Wrap [podcast]May 19, 2016
Why WebRTC will change the way you communicate [podcast]May 11, 2016
Are you prepared for a cloud outage? [podcast]May 4, 2016
What is Automated Feature Function Testing? (And why you need to know)April 28, 2016

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