Monitoring Critical Users Builds Credibility at UCaaS Leader

The IT team using AppNeta is a new kind of group within the company that’s proving itself very effective at managing critical accounts and working on a team that’s both technical and customer-centered. “We had to triage the most needy. These are the ‘broken arm’ customers. We get them comfortable, then they go back into the regular support queue.” The team focuses intently on the customers in this queue to find and solve the root cause of the issue, whether it’s network-related or needs the development team’s help.