Optimizing Call Center Monitoring

100 %
0 %
Information about Optimizing Call Center Monitoring
Technology

Published on February 4, 2014

Author: mprerad

Source: slideshare.net

Description

Learn how to optimize Call Center (VoIP) monitoring with introduction of aggregation, smart filtering and load balancing features provided by Net Optics.

Simple drag & draw configuration, possibility to filter for any L2-L4 criteria (IP address, protocol, port number, MAC, VLAN, etc.) and advanced Packet Broker features like dynamic load balancing will enable you to optimize your VoIP monitoring and improve overall performance and quality of your calls.

Checkout Net Optics products at www.netoptics.com

Load Balancing: http://www.netoptics.com/products/load-balancing-monitoring-tool-oversubscription

Aggregation: http://www.netoptics.com/products/aggregators

Network Packet Broker: http://www.netoptics.com/products/xstream-load-balancing-filtering-link-aggregation-network-packet-brokering-timestamping

Optimizing Call center monitoring Mihajlo Prerad Network Performance Channel Architecting Visibility Into Your Network Net Optics Confidential and Proprietary

Architecture PSTN More than 64 lines 2

Problems • Too many links - monitoring points • Very expensive deployment of QoS monitoring/recording • Needed only SIP and RTP traffic • Low utilization of lines – no need for too much bandwith • Quality control required • Meet the SLA‘s 3

Solution PSTN aggregation layer VoIP recording Filter = SIP, RTP VoIP monitoring 4

How it Works 1. Aggregate many agent lines into just few outputs, i.e. 16 -> 2 2. Filter out for SIP or RTP-UDP protocols only (or any other qualifier from L2-L4, including IP, port, protocol, MAC, etc.) 3. Load balance the traffic to several traffic recorders in order to better optimize recording infrastructure (same flow will go to same recorder) 5

Benefits • Extremely low deployment costs o Avoided usage and configuration of large number of SPAN ports o Lowered number of probes/recorded needed • Possibility of monitoring/recording 10G links with 1G tools • Centralized and optimized monitoring/recording of calls • Scalable and future proof solution • Reduced CAPEX and OPEX 6

Thank you! Mihajlo Prerad Regional Sales Manager e: mihajlo.prerad@np-channel.com t: +43 664 831 6674 Net Optics Confidential and Proprietary

Add a comment

Related presentations

Presentación que realice en el Evento Nacional de Gobierno Abierto, realizado los ...

In this presentation we will describe our experience developing with a highly dyna...

Presentation to the LITA Forum 7th November 2014 Albuquerque, NM

Un recorrido por los cambios que nos generará el wearabletech en el futuro

Um paralelo entre as novidades & mercado em Wearable Computing e Tecnologias Assis...

Microsoft finally joins the smartwatch and fitness tracker game by introducing the...

Related pages

6 Tips to Improve Call Monitoring in the Call Center ...

Call monitoring can be used as a great quality assurance and call center agent training tool. Here's how best to improve your call monitoring.
Read more

Optimizing Call Center Quality Monitoring and Recording ...

Call Center Online Training Course Optimizing Monitoring and Recording Technology Self-paced, self-study, online training course, $300 Volume and series ...
Read more

Optimizing your call center's call quality monitoring ...

Call quality monitoring is a crucial procedure that can help maintain the quality of your call center services. Here's how you can make the most of it!
Read more

8 Advantages of Call Monitoring and Call Scoring in the ...

Call monitoring and call scoring are becoming common practice in call centers. Find out how call center managers can leverage these call center features.
Read more

Optimizing the Contact Center/Call Center | USAN

Content tagged with Optimizing the Contact Center/Call Center. Menu. Navigation. Products. ... What the Experts Say About Customer-Centric Quality Monitoring.
Read more

How to Optimize Call Center Performance: 11 Steps - wikiHow

How to Optimize Call Center Performance. The primary keys to performance in a call center are training and motivation. The metrics, however, are ...
Read more

Whitepaper Optimizing Call Center Key Performance ...

www.empirix.com Whitepaper Optimizing Call Center Key Performance Indicators to Optimize Customer Experience
Read more

MKG-118 - Optimizing Call Center Performance

MKG-118 - Optimizing Call Center Performance Description A 5-day Training Program to provide participants with the fundamentals of successful call center
Read more

Monitoring Call Center Applications with Application Response

2 eHealth Release 5.6.5 and Later Monitoring Call Center Applications with Application Response identify whether a problem is restricted to a particular
Read more

Systems for integrating contact center monitoring ...

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce ...
Read more