You’re on ‘Mute’: Monitoring UCaaS Performance

October 6th, 2022

Prepare for the dial tone reset: landline and desktop phones are effectively being taken “off the hook” as companies transition to cloud-based team collaboration software. The hybrid workforce relies heavily on platforms such as Webex, Zoom, and Microsoft Teams to stay connected regardless of time or place. With heavy network traffic coming in from various sources, the task of monitoring unified communications as a service (UCaaS) performance and maintaining up-time on these communication platforms is challenging.
In fast-paced industries such as pharmaceuticals, uptime of UCaaS systems is crucial. The American Association for the Advancement of Science (AAAS) reports that global research and development (R&D) investment overall rose by $65 billion in 2020. With new R&D initiatives constantly surfacing, seamless network connectivity is paramount for communicating urgent updates and requests—especially when researchers are working from various locations around the world.
Managing the shifting client edge has become more complex, resulting in visibility challenges. Hybrid work has perpetuated siloed operations in areas such as manufacturing plants, R&D centers, and traditional business sites. Contact centers have been greatly impacted by the shift to UCaaS solutions, increasing the need to monitor performance. In a survey of 700 companies, 77 percent reportedly plan to integrate their unified communications and collaboration (UCC) and contact center technologies. 
42 percent of organizations say they have increased adoption of cloud-based UCC solutions since the onset of the COVID-19 pandemic. There are many reasons for this change: to promote interoperability of systems, accommodate the evolving workplace, scale operations,

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