This vendor-written tech primer has been edited by Network World to eliminate product promotion, but readers should note it will likely favor the submitter’s approach.

The single location contact/call center of years past would have had little need for Software-Defined WAN (SD-WAN) technology. But today’s call/contact centers for customer service, technical support, outgoing call banks and other use cases are almost always multi-location and usually global, and the right SD-WAN solution can improve reliability and the customer experience while lowering costs.

Call centers were among the first adopters of VoIP, at least within the call center network, and they have historically used MPLS in the WAN, very often dual MPLS networks. While the latter is expensive, the approach has been needed to maintain reliability and call quality.

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How contact centers can benefit from SD-WANs