More than ever before, today’s modern contact centers are based in the cloud and accommodate remote workforces, whether agents are working from home or offshore. Managing technology and assuring voice quality so that agents can deliver flawless customer experience is fundamentally more challenging without the power to control factors that impact voice quality and on-hand technical support available to resolve issues as they surface.

When agents can’t take calls or have poor quality connections, it directly impacts the business metrics that matter, like average handle time, agent utilization, customer satisfaction, and net promoter scores (NPS). This can increase churn rate and, for contact centers focused on sales, negatively affect top-line revenue. Businesses need technology to help address the challenges of managing remote agents and help them deliver flawless CX from anywhere – and everywhere.