Voice quality: The unsung hero of agent experience

The text discusses the importance of good voice quality in contact centers and how it can impact both agent and customer experiences. It highlights that while selecting a new cloud contact center, companies should pay attention to their voice-services provider as poor network quality can lead to dropped calls, unresolved cases, and longer resolution times. Furthermore, the text suggests qualities to look for in a contact center voice provider such as cloud-based solutions, one-hop PSTN access, infrastructure innovation, transparency, and composability. It emphasizes that good audio on toll-free networks contributes significantly to agent and customer satisfaction.