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Archive of posts with tag 'call center'

Cloud-based call centers have gone from risky experiments to a business standard over the course of the last decade. According to research from IDG, 62.4 percent of global enterprises now use cloud (or virtual) contact centers to facilitate their customer service and outreach operations, and for good reason. For starters, this reflects an overall trend of enterprise decentralization, where companies...

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Tags: call center, cloud call center, cloud computing, cloud contact center, contact center, network performance, network performance monitoring, virtual call center, virtual contact center

IN PRACTICE | This article is part of a series of posts sharing examples of how AppNeta users have leveraged the service to solve performance problems. Introduction Transient issues can be a huge problem on large network infrastructures. Not only are they hard to catch, but it is even harder to isolate root cause. A large US telecommunications customer continuously...

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Tags: call center, customer, distributed app, in practice, IT troubleshooting, network performance monitoring, Use case

There are two sides to the modern call center argument. You’re either lamenting the decline of phone calls as a means of communication or you’re excited that chat and other types of messaging are taking hold. But regardless where you stand in the conversation, there’s one thing both sides can agree on: It’s best to avoid call centers at all...

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Tags: call center, end user experience, voip

How to Bring Your Call Center Into the 21st Century
by Joe Michalowski on

 What’s the end goal of digital transformation? You’re updating business processes and internal applications, but for most business leaders, the ultimate focus is becoming more agile to meet the changing demands of customers. Unfortunately, legacy-laden call centers are often lost in the mix, or are low on the digital transformation priority list. The problem is that call centers are seen...

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Tags: call center, cloud applications, legacy IT

Even though mass-market VoIP technology has been available since 2004, adoption rates have proved underwhelming for the last decade. VoIP adoption rates have picked up in recent years, but business-critical use cases such as the call center still seem to lag behind cloud services adoption in other parts of the enterprise. As the era of cloud communications further solidifies, using...

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Tags: call center, network performance monitoring, voip

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