Case Study: OKIE811 improves remote contact center troubleshooting with PingPlotter

OKIE811 cuts internet issue diagnosis time from 30 minutes to 1 minute with PingPlotter

Okie811, the central communications hub for Oklahoma's underground damage prevention, faced significant challenges with its remote contact center agents' unstable internet connections. This unreliability led to communication delays with excavators, increasing safety risks and causing prolonged, multi-week troubleshooting cycles. The customer implemented PingPlotter's solution, PingPlotter for Contact Centers, to gain visibility into network performance and differentiate between local, ISP, and system-wide issues.

By deploying PingPlotter, Okie811 gained immediate, real-time insights into connectivity, allowing them to proactively identify and resolve issues. The vendor's solution drastically reduced problem diagnosis time from an average of 30 minutes to just 1 minute, saved significant work hours previously wasted on hardware swaps, and enabled proactive vetting of new remote work locations. PingPlotter became an integral tool, enhancing operational resilience and streamlining the customer's troubleshooting processes.

Okie811