Traditional contact and call centers wouldn’t find much use for Software-Defined WAN (SD-WAN), but for modern centers that handle international calls over many locations, the use of SD-WAN solutions helps increase dependability while simultaneously reducing expenses.
Why Utilize SD-WAN over Other Technologies?
As call centers have turned to Voice over Internet Protocol (VoIP) systems to make operations more efficient, they’ve had to depend on Multiprotocol Label Switching (MPLS) in the WAN and in many cases rely on dual networks, which are costly. However, call centers need them because of their consistent quality.
Contact center operators also typically want to offer different levels of service depending on individual requirements based on industry and customer type. These different tiers of service are also beneficial to the providers.
To help facilitate the needs of both contact center service providers and the service hosts, a solution is required that can handle the needs of the network and ensure high-quality calls. At the same time, applications are becoming unified, with content such as video chat and social media putting even more stress on bandwidth and networks.
With the help of SD-WAN solutions, companies can better handle all of their network demands and subsequently provide better customer service, experience increased reliability, and allow for multiple tiers of service, all while remaining cost-effective in the long term. The use of multi-location WAN links makes them prime candidates for SD-WAN.
How SD-WAN Improves System Reliability
SD-WAN technology’s unified monitoring makes multi-connection WANs unidirectional, with instant response to network issues that can prevent disruption of calls. With SD-WAN, even if link failure occurs, the system won’t drop calls, unlike what happens with dual-MPLS solutions that are vulnerable to drops when an MPLS connection fails.
SD-WAN keeps connections going by using network paths that offer the lowest jitter and packet loss, avoiding paths with high jitter and loss that can cause the connection to fail. This is particularly helpful with VoIP and other real-time applications.
Through the replication of real-time traffic, SD-WAN also allows for almost perfect quality of voice and sound even if one of the WAN connections drops. It also allows call centers to use all available WAN links at higher utilization, which eliminates the cost of bandwidth expansions.
SD-WAN keeps everything centralized to help businesses avoid dealing with multiple MPLS providers and complicated router settings that can possibly hinder operations. Smart SD-WAN is capable of correcting its own issues for maximum reliability.
Through the use of SD-WAN, businesses can experience more reliability and use from MPLS links on existing WAN systems. SD-WAN easily replaces one MPLS connection without any decrease in quality while improving dependability. Because of SD-WAN’s reliance on Internet connections over MPLS, companies can save a lot of money on MPLS bandwidth and avoid the costs of increasing it. An SD-WAN solution is the best way to utilize state-of-the-art technology in the telecom industry while saving money on contact and call centers.