VoIP Call Center

Network Congestion Has Companies Taking a Closer Look at Quality of Service, VoIP Call Centers

By Tracey E. Schelmetic TMCnet Contributor

While companies’ data networks grow and proliferate, many companies are faced with quality issues. The flow of data has become so vast that many organizations (not to mention their customers) are beginning to notice problems due to network congestion that are affecting customer relationships in VoIP call centers, and they are increasingly turning to quality of service (QoS) solutions to try and solve the problems.

QoS, of course, is a set of technologies designed to allow applications to request and receive a level of predictable service levels in terms of bandwidth (data throughput capacity) as well as call quality issues such as latency, jitter and delay.

It’s not always solving the problems, according to a recent article on Network World. While outbound QoS has been considered good enough for controlling corporate network traffic in the past, there are two trends that are driving the need for a shift to inbound QoS. These include:

Any-to-any networks and applications: New technologies have enabled traffic to be routed directly from one branch location to another. These applications include VoIP, desktop video conferencing and unified communications tools. These technologies enable, for example, VoIP calls to be routed point-to-point without requiring traffic to pass through the corporate data center. This means that traffic competes with application data coming from the data center as well as from other sites. In this case, writes Network World (News - Alert) (News - Alert), outbound traffic at any given location has little if any effect. The only place where all sources of incoming traffic can be effectively controlled is at the receiving location itself.

Software-as-a-Service: As more and more companies use the Software-as-a-Service model for their business applications and public cloud services, they are finding that more important enterprise solutions traffic is having to complete with less important, more frivolous traffic.  This may lead to business applications struggling for needed bandwidth resources.

According to Networld World, it’s becoming essential to control less important traffic and to make room on the network for vital data to get through. This may be accomplished by ensuring that quality of service is applied to inbound traffic as well as outbound traffic.

To help solve these types of problems, many companies are turning to their providers of high-speed solutions when their needs include high performance and full-time dedicated Internet access. These kinds of solutions can be engineered to offer a wide variety of bandwidth increments, access methods, and billing options that can be customized to meet a business’ specific needs. Providers such as PNG provide safe and secure connections that are expertly engineered to allow companies to focus on their business and leave the details to experts. It offers not only flexible bandwidth options but also quality of Service (QoS) to ensure optimal performance, service level agreements (SLAs) that guarantee a business’ network maintains high reliability and availability on a global scale and round-the-clock network operations center support to ensure that connections remain at optimal performance.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert) (News - Alert). Follow us on Twitter.

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