Voice is transforming through digital and cloud transformation, with webRTC, video collaboration and unified communications woven into customer journeys inside and outside the contact center. The emergence of unified communications as a service (UCaaS) will further influence requirements IT must evaluate for on prem and cloud environments.
As these transformations take place, contact centers should integrate or complement unified communications, but in many cases, contact center networks are fractured—made up of many IP communications platforms, endpoints and services that become difficult to administer.
This fosters a reactive rather than proactive approach to managing the network, and IT organizations are forced to put out fires as they erupt as opposed to proactively identifying issues, correlating data and resolving problems.
When managing many vendor-specific management applications or general-purpose packet capture and analysis tools, it helps to have comprehensive network monitoring and troubleshooting tools. The can become essential to ensuring service quality and user experiences, especially in complex enterprise UC networks. In fact, third-party management tools can help businesses reduce implementation costs by as much as 76 percent and reduce annual operations expenses by 25 percent.
But choosing the right tools can be daunting, as architectures and features vary greatly vendor to vendor. To help streamline the process, Oracle Communications has rolled out a “UC Monitoring and Troubleshootiong Buyer’s Guide,” intended to help organizations choose the right management tools by zeroing in on the foundational capabilities and criteria to seek out in network monitoring and troubleshooting tools. The buyer’s guide reviews the key features and functions of an advanced UC monitoring and troubleshooting solution, providing advice on how to determine if a solution is designed for real-time IP communications sessions, or whether it will provide an end-to-end view of sessions.
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