Extending Virtual Private Network (VPN) connections throughout an organization became a common tactic employed by many companies to enable remote agents during the coronavirus (COVID-19) crisis.
However, this tactic is not future-proof. The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. In addition, it’s a considerable investment that can have devastating effects on voice quality and create customer service issues that may not become apparent until it’s too late.
VPN is a poor choice, notorious for its sub-standard call quality and limited capacity to support high call volumes. To prove it, we stood up a test environment to confront voice quality key performance indicators (KPIs) in a VPN versus a direct-to-cloud setup.
In the white paper “Voice over VPN vs. voice over cloud: A side-by-side comparison” we explore why a cloud alternative makes the most sense in terms of speed, cost and reliability when you need to transition thousands of customer support agents to a work-from-home (WFH) environment.
Supported by data insights, this white paper analyzes the results of a comprehensive side-by-side comparison of three voice paths and addresses the following:
Here’s an excerpt of the white paper:
We begin by recognizing the criticality of the voice channel for customer communication.
A person-to-person phone conversation is still the primary means customers want to communicate with your company, especially when they have a sense of urgency and uncertainty. Customer service and retention are at the core of all business operations. The last thing you want is to create an environment where customers are encountering dropped calls and poor quality communication.
With so many customers relying on voice calls for urgent or sensitive problems, it’s important to re-examine using VPN to connect to telephony. First of all, VPNs already have a reputation for poor voice quality and reliability. Compound that with WFH demands in a pandemic or disaster recovery scenario, VPNs and firewalls quickly become overburdened. The result is a combination of dramatic lag time, lost packets, jitter and generally a bad conversational experience for agents and customers.
To continue to read and learn more about a solution that gives you the ability to reduce the burden on your VPN, download this white paper:
The latest posts delivered weekly to your inbox.