The world of unified communications is becoming more and more complex by the minute. Remote working, and the pressure to ensure optimal uptime and high-quality collaboration has placed an enormous strain on IT departments.
Today’s UC technology needs to provide seamless, integrated remote collaboration, and that includes video conferencing, contact center and call recording assurance to ensure customer satisfaction and NPS. In fact, compliance technology has become a vital part of enterprise level organizations - because noncompliance means the risk of fines and prosecution that could put them out of business.
Want to know more about solving your Cisco pain points? Watch the webinar to get all the insights from our experts.
IR Collaborate can solve customer pain points, provide Call Recording Assurance (CRA), and offer powerful end-to-end visibility across the most complex multi-vendor, hybrid communication environments.
While this article focuses on the Cisco platform, and covers four of the most significant customer use case challenges, our solutions are fully customizable and applicable to multi-vendor platforms. Here, we’ll detail how Collaborate can monitor, track and identify problems at their root cause, and achieve satisfactory outcomes in all case scenarios.
Challenge 1: Lack of insight into Cisco Unified Border Element call performance. Customers reported a lack of insight into the percentage of calls not completed successfully - or the reason for the failure of these calls.
Our solution:
Challenge 2: Calls being terminated unexpectedly in a Cisco Voice Gateway, and customers being unable to find the root of the problem.
Our solution:
Challenge 3: Poor call/video quality when joining Cisco Meeting Server Co-Space. In this case, there was no CMS monitoring, and SNMP was not providing enough metrics. Additionally, they were unable to prove that it was an external Wi-Fi/endpoint related issue.
Our solution:
Challenge 4: Monitoring and troubleshooting Cisco Remote Worker Call Experience. COVID-19 has accelerated the adoption of remote working worldwide. Consumers are interacting with vendors much more online, and there has been a massive increase in call-in volumes and online orders. IT departments are pushed close to their limits, and quality of communication is often compromised.
Our solution:
In the wake of increasingly complex financial legislation, many banks and financial service companies in the U.S., Europe, and Asia have been looking to ensure the activities of their traders and contact centers are compliant with the current regulatory requirements.
If these organizations don’t manage their recorded calls with CRA technology, they could be hit with significant fines, executive prosecution or even the loss of their license and business reputation.
Even if the organization recorded the conversation in good faith, an inaudible, unusable call recording is regarded by regulators as the call not being recorded in the first place. This is why it’s critical that you have CRA technology in place.
Through IR Collaborate’s Compliance Overview Dashboard, users can see detailed reasons for non-compliance incidents. This includes the quality of the call, alarm history for the event and details of each recording file for the call.
IR’s performance management, monitoring, optimization and troubleshooting solutions are interwoven with Cisco UCC ecosystems, simplifying complexity. Our performance management solutions have been supporting Cisco IP communications for enterprises, branches and service providers for over18 years. Collaborate offers fully customizable visibility so that customers can see exactly what they need to see, with live in-flight call metrics, network and infrastructure performance, and feedback to show QoE.