Part IIâMedia Servers, Expanding Roles, Dean Bubley

Part IIâMedia Servers, Expanding Roles, Dean Bubley

Part IIâMedia Servers, Expanding Roles, Dean Bubley

While they are rarely in the limelight, real-time media servers are a critical part of communications networks today. Media servers and Media Resource Function (MRF) software is playing an even larger role as video telephony, recording, and real-time stream processing play a larger part in our daily communications. Several initiatives are driving new media server needs and increased usage, including: 1. Voice over LTE (VoLTE) 2. Telephony Application Developer (TAD) programs 3. Network Function Virtualization (NFV) 4. Web Real Time Communications (WebRTC)

By Vocalcom

7 Ways to Optimize First Call Resolution KPIs

Of all the metrics measured in contact centers to improve customer service, first call resolution, or FCR, remains a frontrunner. Also known in today's omnichannel world as "first contact resolution," the principle of resolving a customer's issue quickly and thoroughly essentially defines great customer experience while further cutting costs and increasing efficiency for contact centers. However, when time is so...
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