Even in the age of digital everything, we continue to crave human-to-human interaction. That’s why despite the explosion of communication methods, good old-fashioned phone calls are still a significant component of the modern customer experience. Whether it’s in the form of calls to contact centers or in day-to-day communications, the traditional phone call still plays a critical role in today’s otherwise digital experience.
The reality, however, is that while a phone call may still be the medium of communication, beneath the covers, it is often an entirely digital process. IR, a leading global provider of proactive experience management solutions for critical IT infrastructure, payments, and communications ecosystems, believes that enterprises must protect and manage this vital element of the customer experience by managing the performance of their unified communications (UC) systems.
The company believes that while most enterprises already use sophisticated systems to monitor and manage the performance of other essential systems, there has been a lack of tool sophistication and availability to do the same with UC systems. Its communications experience management platform enables organizations to monitor and manage human-to-human communications across multiple UC platforms (e.g., Cisco, Avaya, Microsoft) and on an end-to-end basis.
The company’s comprehensive approach enables enterprises to monitor and manage the entire UC pipeline including UC infrastructure, network performance, capacity (via load and stress testing), and various other factors that can impact the customer experience. Monitoring the human communication element of the digital experience is an element that enterprises often overlook, but it is a critical part of the modern digital transformation story nonetheless.
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