Learn how this Telco create a high-availability call-monitoring architecture to maintain call integrity and completeness

For this global Telco—as for many enterprises—the call center is a unique, vital conduit to the mind and heart of the customer. No other division has the capability to deliver a real-time, 24/7 “finger on the pulse” flow of high-value information to help the company listen and respond to user issues. A call center is the first line of communication and an unparalleled opportunity both to resolve issues and to market new services, promotions, and upgrades. Businesses are literally made and lost on call center performance—and this Telco is keenly aware of the critical nature of its resource.

This paper describes how a major Telco maintains multiple primary call centers wherein twenty thousand agents process more than half a million calls each day related to account service, billing, and technical support issues. The Telco is tasked with monitoring these calls for reasons that include security, staff performance, and any other matters they wish to gauge.