Business continuity is top of mind for contact centers that had to move thousands of agents to work-from-home (WFH) environments. For companies that have already transitioned their contact center technology to the cloud, the transition has been easier. But for the more than 80% of organizations still running legacy on-premises phone systems, the transition is not so simple. Many companies are opting to extend their existing virtual private network (VPN) environments to facilitate 100% at-home call center agents, but this can have devastating effects on voice quality, creating customer service issues that may not become apparent until it’s too late. We stood up a test environment to compare key voice quality KPIs in a VPN vs. direct-to-cloud environment.
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