Some analysts, and quite a few vendors, argue that the cost savings of shifting from traditional phone systems to voice over IP (VoIP) can be as much as 90 per cent. But nothing in life is quite as simple...
Amazon's cloud-based chatbot meant that more staff time could be devoted to value-add services
Call recording is a requirement in the healthcare and financial services industries
Cloud IP platform can detect disruptions to user experience through a mean opinion score
Video is important, but technical complexity and cost hold people back from investment
Historical records often point to a network component like a router, rather than the actual root cause