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.
Download this white paper now and learn about:
- Voice over VPN vs. voice over cloud test results and data points
- Common issues with using VPN to connect to telephony
- Split tunneling methods that complement your VPN
- How to route voice traffic effectively in work-from-home scenarios
