According to a Nemertes study of 600 end-user companies, adoption of unified communications as a service (UCaaS) nearly doubled from 11.9% in 2018 to 19.1% in 2019, with another 12.2% leveraging a hybrid approach to their voice needs. That growth is expected to continue, as Fortune Business Insights forecasts that this market will reach $US36.45 billion by 2026.
Enterprises who have decided on UCaaS for part or all of their voice communications have more than a dozen providers to choose from. That means that ensuring a quality end-user experience is a top priority for these providers.
One such UCaaS provider had a very successful track record, delivering omni-channel and contact center solutions as a service for thousands of companies around the world. Quality of customer experience is a priority for this highly focused company, which had made a commitment to invest in continuous improvements to achieve a 6-9’s level of service to their customer.
Part of the strategy was to build a reliable method to stay ahead of problems and quickly address issues that did emerge. As the UCaaS evaluated its existing tools, the company realized that they were both incomplete and unnecessarily expensive.
Read the rest of the story to see how they came to deploy NETSCOUT service assurance solutions to assure quality end-user experience.
Haggerty is associate vice president, product and solutions marketing, NETSCOUT