What’s going on? An innovator of contact center solutions was upgrading its V oice over IP (V oIP) infrastructure when big problems struck. V oice quality had plummeted and staff were struggling to isolate the cause. 12 hours passed. V oice and network engineers and applications specialists, established a “war room”. They asked IR’s Principal Solutions Strategist Travis Polland to join them on a global call from the IR Prognosis office in Denver. Travis told us “I got on a call to find out what the issue was. Using Prognosis we built a series of custom screens looking at the actual contact centers. “In the process I learned staff were taking subjective measurements every fifteen minutes from the contact centers and counting how many calls were bad. The custom displays

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