Unified communications at its finest appears deceptively simple in use. When all of your conversations and connections are delivered intuitively through a single user interface, it’s easy to overlook the incredible complexity required to make that happen and deliver real-time communications on a global level without missing a beat. Indeed, it’s only when something goes wrong you appreciate just how much is happening — and how difficult it is to troubleshoot problems when they do arise.
As Dashbase’s Co-founder and CEO Alex Munk, explained, “as the workforce becomes more globalised and more and more work from home continues to happen, the solutions people use to collaborate around the world are only going to become more popular. And that means increasing call volumes, more complexity in UC services, and exponential growth in operational data volume.
How data directly impacts customer satisfaction
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Alex Munk[/caption]
“Those factors lead to data getting created and left on production servers. You have proxies, SBCs, PBXs, and custom applications, all of which generate lots of operational data as calls go through the service. To diagnose issues with calls, operators need to use this correlated data, but it’s very hard to compile from all of those different servers.
“Another dynamic is the interdependencies between UC services, handsets, and carriers”, he continues. “UC services have to support many different phones on the one side, and many different carriers on the other side. Any hiccup between the user’s phone, the UC service, and the carriers can immediately cause calls to drop, poor call quality, and many other issues, in a business where customer experience is everything.”
No wonder companies like 8×8 and Dialpad have benefited from support to diagnose escalations, in this vast and stormy sea of data, which amounts to terabytes of log files daily — not least for voice, where real-time high-quality delivery is critical, and any deviation is immediately noticeable.
“The clients we work with guarantee that their customers receive the highest-quality UC services available”, explained Jordan Philips, Dashbase’s Head of Sales.
