How Network Quality is Critical to Remote Agent-Based Customer Service

Call abandonment, time in queue, agent utilization rate, and speed of answer are just a few of the critical metrics that contact centers depend on.

 And while you’re likely already considering new software applications and AI-enabled features, it won’t do you much good if the network you’re using can’t keep up. In this webinar, you’ll hear from a leading analyst and the creators of an innovative new network technology, as they look at the latest ways of delivering on  requirements your enterprise can’t afford to ignore.

Available:
On Demand
Duration:
1h 00min

We’ll cover:

  • The most common network and application performance issues faced by remote contact center agents today, and how to mitigate them
  • How addressing network and application performance can improve your contact center metrics
  • How network and application performance issues can threaten your ability to take advantage of advanced AI-based customer service features

 

Featured Speakers

  • Zeus Kerravala
    Zeus Kerravala
    Founder & Principal Analyst
    ZK Research

    Zeus Kerravala is the founder and principal analyst with ZK Research, and provides a mix of tactical advice to help his clients in the current business climate and long-term strategic advice. Kerravala provides research and advice to end-user IT and network managers, vendors of IT hardware, software and services and the financial community looking to invest in the companies that he covers.

  • William King
    William King
    Co-Founder & CTO
    Subspace

    William King is CTO and Co-Founder at Subspace, the world’s fastest network for real-time communication apps. King is known for his ability to navigate and create complex and world-changing technical systems and is motivated to dive in as deep as needed to productionize solutions to some of the hardest problems. Before Subspace, King served as CTO at Flowroute, where he led the development of the company’s core technology and grew the company’s technical blueprint and growth up through an acquisition by West Corporation. Prior to Flowroute, King ran his own consulting company Quentus Technologies, INC (a 2009 rebrand of his 2005 company PC Pharmacy LLC), serving local businesses as well as helping to scale distributed computing systems for global companies including Monsanto. At Quentus, King also worked contracted with FreeSWITCH Solutions to support new products and redesigns for international customers, call centers, and tech companies such as Barracuda Networks, Portugal Telecom, and Silent Circle. William is a recognized real-time communications expert and was a core developer of the FreeSWITCH project. He is known for his participation and leadership in multiple hackathons and events designed to inspire and bring recognition to the next generation of developers and technologists. He can occasionally be found relaxing into strategy games such as Factorio and Oxygen Not Included, solving complex puzzles and logic games, and thinking out loud on Twitter and LinkedIn where he goes by @quentusrex.

  • Mo Nezarati
    Mo Nezarati
    President, Voice
    Subspace

    Mo Nezarati is President, Voice at Subspace, where he leads business model, technology, and product strategy, leveraging deep expertise in the transformation and disruption of enterprise communications models. As a senior leader and technology visionary, Nezarati previously served as EVP of Products-Strategy at Sangoma (CVE:STC) and VP of Cloud Products at Avaya (NYSE: AVYA) where he drove long-term product strategy and built out the Zang business unit to focus on developing the Communications Platform As A Service (CPaaS) vertical at Avaya. Previous to leading product strategy at Avaya, Nazarati built out and scaled one of the very first unified messaging software applications, Esna, which went on to be acquired by Avaya, and developed Aizan Technologies, where he successfully scaled cloud voice and call centre solutions for companies needing inbound sales and service as well as outbound campaigns and emergency notification systems. A passionate technologist, serial entrepreneur, and disruptive thinker, Nezarati is known as an expert in real-time and enterprise communications strategy. Connect with Nezarati via Twitter and LinkedIn.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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