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3 Things to consider with virtualization - Integrated Telemanagement Services - ContactCenterWorld.com Blog

3 Things to consider with virtualization

Virtualization can help boost operational efficiencies like never before, but you have to understand that the benefits aren’t always immediate. As with anything IT, the price to pay for perks is proper setup and fastidious implementation. Here are a few concerns you need to address before virtualizing your infrastructure.

Backup

Incorporating a robust backup system in a virtualized setting can become a huge challenge. You’d have to determine which data you want to store and how often it should be backed up. You would then have to decide whether you should back up all your virtual machines or just some vital ones that have important apps and data.

In any case, you’ll be caught in a grueling battle because of the overwhelming amount of data that needs to be backed up. The only way to overcome this is to integrate a powerful backup-to-disk solution offered by a reputable managed IT services provider (MSP).

Security

Security concerns are more complicated in a virtualized setting since you have to monitor security on two tiers, namely virtual machine security and physical host security.

Compromised physical host security will affect every virtual machine running on that particular host server. Meanwhile, a compromised virtual machine will disrupt the physical server and affect every virtual machine residing on the same host. To address this problem, you need to set up strong network defenses — including firewalls, intrusion prevention systems, antivirus software, and virtual machine security tools — and a hardened physical security system in the form of surveillance cameras, locks, biometric scans, and security guards. Of course, if you don’t have the funds to set these up, it may make more sense to leave it to a security-conscious MSP.

Monitoring

Since your team has to oversee both virtual machines and physical servers to ensure that you have a fully operational environment, it does have a few pain points.

First, running a monitoring software on the physical host server will likely impact the virtual machines’ performance since it takes up valuable processing power and memory. That means you’ll need to compute the resources used by your monitoring software and make sure they’re not consuming too much from your physical host server.

Second, keeping tabs on your virtual machines and making sure they’re secure and running at all times comprise a full-time job. So unless you have a team of professionals in-house, you’ll definitely need some help from the outside.

Without a doubt, virtualization brings a lot of benefits to the table, but you have to know how it affects every aspect of your business — particularly issues involved in management. Let us show you how you can use it to its full potential. Just give us a call today!

Source: https://www.itstelecom.com/2019/10/02/3-things-to-consider-with-virtualization/

Publish Date: October 2, 2019


2023 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.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
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)

6.) 
eGain Corporation

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

7.) 
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.

8.) 
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)
 



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