In the past we talked about how you can monitor user digital experience to the Five9 and 8×8 infrastructure using NetBeez. In this post we’ll discuss how to monitor RingCentral with NetBeez. RingCentral is another big player in the UCaaS/CCaaS space that connects customer support agents with clients. Since voice and customer service is a core part of their product line, they put lots of emphasis on the reliability and quality of the services they offer. However, no matter how good their reliability is, an agent on their platform with poor WiFi or ISP connection leads to poor voice quality or d ..read more

Monitoring the VPN experience of remote employees is very important as this is a key digital service for today’s organizations. The newly released 2023 State of Remote Work highlighted that 83% of hybrid or fully remote organizations use VPN services to offer secure and encrypted connectivity to their employees. In the past, we wrote about monitoring VPN connections using NetBeez cloud or virtual network agents.  In this article we will review how it’s possible to monitor the VPN experience. We will use the NetBeez’s remote worker agents for Windows and Mac. Before starting, let’s do a qu ..read more

We’ve talked a lot about the state of remote work and how it has been evolving since the start of the pandemic, but also how habits have changed permanently even though employers have dropped most pandemic-related restrictions. Let’s talk about where work from home has landed post-pandemic. Both, working from home (WFH) and from the office (WFO) have their benefits, but we learned much more about the benefits of WFH during the pandemic than vice versa. If we look at the results from the wfhresearch.com from their June 2022 survey, employees listed not commuting as the top benefit of WFH ..read more

We are happy to announce that we are releasing NetBeez Version 11.1 of the BeezKeeper server and agents that includes new product features and improvements, bug fixes, and multiple security updates. This release includes more features than you would expect from a minor release, so check out the high value features that we have included! New Target Creation Experience with Target Templates Monitoring SaaS applications and on-premise services is now easier than ever before. The target create workflow has been upgraded to include predefined SaaS targets and target templates to internal services ..read more

We are pleased to announce the publication of the State of Remote Work 2023 report. The purpose of this study is to examine the current state of remote work and to understand the experiences and perceptions of employees who support remote employees. This report was not possible without the input of 100 IT practitioners. The majority of respondents were engineers, followed by managers, and directors.  In terms of functional role, the largest group was in Technology, followed by Engineering and Operations. Respondents were asked ten questions, whose answers made this report possible. Here ..read more

Now that almost all COVID-related restrictions have been lifted, the vast majority of employees and managers have agreed on either a hybrid or completely remote work model (as of now…). However, that agreement seems to be accepted begrudgingly by managers and much more happily by employees. This is what a recent study published in Harvard Business Review found. Here are the key takeaways with respect to productivity and disciplinary consequences of not complying with the company’s work policy. Productivity The following chart shows what employees and managers think is the impact of remote work ..read more

I want to kick off the new year by discussing Digital Experience Monitoring of Remote Contact Centers because it is currently a hot trend in the field of network performance monitoring. I believe that in the coming years, many companies will make the switch to remote contact centers. Hopefully this customer story will be helpful to IT engineers and managers who are considering such a change. The goal is to provide an evaluation of the pros and cons of implementing a remote contact center. The Contact Center Goes Remote When the coronavirus pandemic hit in March 2020, this Fortune 500 insurance ..read more

TL;DR: the Five9 Connectivity Assessment Test (CAT) tool works well and it’s user friendly, but it’s not scalable, doesn’t create baselines and is not suitable for monitoring and proactive detection of agent issues. Some of the core functions of both Contact-Center-as-a-Service (CCaaS) and Unified-Communication-as-a-Service (UCaaS) products are to provide telephony, video conferencing and messaging to end users. If the UCaaS/CCaaS agents don’t have a reliable connection because of WiFi or ISP issues, then customers have a bad experience interacting with the company.  There are several big ..read more

Working from home has many benefits for employees, including lack of commute time, stress, which then leads to happier employees. However, as more organizations adopt remote working practices, there are also new challenges to manage. Remote employees don’t have the same access to the Internet and applications they did when they were working in the office. This means that remote workers will need more support to ensure that they have the same digital experience they did when they were working from the office. As a result, organizations need a way to monitor their team’s digital experience at al ..read more

Today we are going to dive deeper into the Types of Routing Protocols. For a basic understanding of Routing Protocols, check out the previous blog in this series: Intro to Routing Protocols. Otherwise, if you have a good understanding of this topic already, please proceed! As we previously mentioned, there are two major types of routing protocols, IGP and EGP. IGP is short for Interior Gateway Protocol which uses protocols such as OSPF, IS-IS and EIGRP. EGP is short for Exterior Gateway Protocol which consists of BGP (Border Gateway Protocol). We will focus on dynamic routing but if you recall ..read more