1 CASE STUDY SD-WAN Optimizes Contact Center for Uptime that Keeps Customers Coming Back Software-based Solution Enhances Security, Flexibility and Reliability Today, customers interact with brands across a growing number of channels, with the majority using three or more mediums during a single engagement. With the current landscape – email, live chat, mobile apps, online forums, and text messages – organizations and their customers interact with each other using multiple channels. In fact, a growing number of customers open the lines of communication on one medium, then move to another, often calling the contact center to help complete a transaction or to address an issue. This buyer behavior makes it challenging to deliver flawless customer service. According to a Microsoft

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