An exceptional customer experience needs more than the right contact center technology—it needs a robust network, too. Your business could have the most sophisticated contact center features available, but they will not mean a thing if your call quality is patchy or if a connection suddenly drops.
5G network slicing can play a critical role in supporting your contact infrastructure by ensuring smooth and efficient customer conversations. Rather than trying to provide a top-notch customer experience across a one-size-fits-all broadband connection not configured with the contact center in mind, businesses can proactively design a 5G network slice expressly for that mission-critical business function.
Businesses can also use network slicing to create virtual broadband network partitions for contact centers and other business applications. They could automatically optimize the network resources they allocate to each network slice—tailoring service-level agreements and performance standards to ensure a high-quality customer experience, for example. They could also create a slice devoted to implementing security and compliance policies to protect sensitive data.
Network slicing becomes even more critical as businesses add advanced features to their contact center technology. "Each new added feature to a contact center, such as recording and transcription services that feed analytics, increases the demand for bandwidth that is equal to the original call," GovTech says.
In other words, you will need a better network, if your network is private, or you will need greater access to the rich menu of 5G network services as you take advantage of technology that improves the customer experience—and you will need a plan to optimize your network infrastructure to support innovation.