A cloud communications provider is experiencing an alarming increase in trouble tickets being elevated to Tier 3 support. Upon further investigation, a majority of these tickets were attributed to recurring issues such as one-way audio and choppy voice quality. Management has challenged the support teams to retool their escalation process.
How can cloud communication providers empower lower support tiers to solve these common VoIP quality issues?
NETSCOUT’s carrier-grade VoIP Assurance for Cloud Communications Providers enables:
At-a-glance visibility to the most common audio quality problems
Creation of a best-practice repository of common workflows for recurring problems
Easy sharing of in-progress investigation when escalation cannot be avoided
Lingering trouble tickets are a drain on resources. With an average rate of $75/hour, Tier 3 resources cannot be wasted. This problem is easily resolved with tools that allow communication, collaboration and knowledge transfer between support tiers. For groups measured on timely closure of tickets, empowering lower tiers to close more tickets can help improve morale and reduce escalations, while minimizing overall troubleshooting costs.
Decrease costly escalations, save valuable time and resources. Contact an expert today to learn how NETSCOUT’s can help assure the quality of your VoIP services.