It's no secret that organizations today rely on a constant stream of voice and data communications to maintain contact with customers, staff and business partners. It's also clear that system architects must provide for the highest degree of fault tolerance in maintaining critical communications and interaction. While many companies have embraced redundancy in the data center, few have recognized the need to incorporate redundant systems into their voice technologies. When determining the necessary degree of resilience in a voice system, communication planners need to consider the importance of maintaining these vital links to customers. Ultimately, customer service becomes the issue as every interaction is measured by the customer. If your goal is 100 percent customer satisfaction, then you must deliver optimum results that exceed expectations.
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