An integral part of customer service across the enterprise sector, contact centers are increasingly distributed with agents positioned in different geographic locations and time zones for redundancy and coverage. Whether operated by dedicated organizations or large corporations, contact centers strive to deliver superior quality business-critical services as cost efficiently as possible.
Contact centers were among the first users of voice over IP (VoIP), and have always required at least four 9s (99.99%) in network reliability. This requirement has meant the use of multiprotocol label switching (MPLS) for internal private WANs. Often, the use of dual MPLS networks is required. Internet access is also included to support emerging chat and email interactions. While expensive, and often over-provisioned, such a solution has been needed to maintain reliability and call quality.
Contact centers are placing greater data demands on the internal network, above and beyond supporting high-quality voice calls. Whether using private clouds, hybrid clouds, public clouds, or software-as-a-service (SaaS), more and more applications used by contact center agents are being centralized, rather than distributed to each contact center location. Meanwhile, the increased use of social media and video chat support put further strain on network capabilities and WAN bandwidth.
SD-WAN solutions provide added network reliability and nonstop, unimpaired application uptime, even in the face of network problems. SD-WANs determine the most effective ways to route traffic to remote locations so are ideally suited for business- or mission-critical contact center WAN applications.
The Oracle SD-WAN solution proactively manages WAN capacity, reliability and performance in real- time to keep critical applications and services running. For VoIP applications, Oracle SD-WAN constantly measures the factors—such as jitter and delay—that may impact quality; intelligently adapts in real time to change network conditions; and provides a resilient, reliable, and failsafe network.
- Centralized Orchestration of Network
- Supports small office/home office (SOHO) locations up to large data center
- Virtual appliances act as a gateway to IaaS locations, SaaS applications, and internet sites.
- Report network and application quality.
- Proactively resolves link failure and degraded network links.
- Overcomes congestion.
- Delivers high quality and reliable performance.
- Aggregate of all WAN link bandwidth.
Deployed at thousands of sites across more than 40 countries, the Oracle SD-WAN product family provides market-leading, trusted, failsafe SD-WAN technology. Oracle SD-WAN delivers superior application reliability and resiliency while unlocking the benefits of branch consolidation.
- Oracle SD-WAN Edge
- Oracle SD-WAN Aware
Related Hardware Appliances
- Oracle Talari E50
- Oracle Talari E100
- Oracle Talari D2000
- Oracle Talari D600