Bend, Don't Break - Building Resilient Voice Networks for Contact Centers

Explore the critical importance of voice networks in contact center operations through this 37-minute conference session from Microsoft Ignite 2025. Discover why voice remains the preferred communication channel for customers dealing with complex issues, despite the availability of omnichannel alternatives. Learn about the strategic advantages of partnering with carriers who own their network infrastructure and how this ownership model contributes to delivering secure, resilient, and high-quality voice experiences. Examine data trends showing the continued significance of voice channels in contact centers and understand how poor voice performance can damage brand reputation and customer trust. Delve into key decision-making processes around routing redundancy management and explore the integration of artificial intelligence in customer service operations. Gain insights into call quality optimization, real-time rerouting capabilities in carrier networks, and best practices for cloud migration challenges. Understand the complexities of multi-platform enterprise environments and how proper telephony infrastructure management strengthens contact center reliability while driving exceptional customer experiences.