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Fresh Paths Worth Following

Silence and Dead Air: Outbound's "Silent" Struggle

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Written by: Jess Clay
Category: Summit
Hits: 4

I am "The Queen of Dead Air" for a reason.  It's not the most glorious title, but you name it, I've seen it.  I've troubleshot some of the most complex dead air issues over my time, and my pain is your gain.   

"Dead Air" can be a really painful problem for VOIP contact center businesses and their customers, especially if the source of the challenge cannot be quickly identified.  Where to look is a fundamental question that many businesses struggle to get an answer to.

Let's start by defining "dead air."  Dead air is the absence of 2-way audio in a connected call.  This differs from call quality or audio degradation, though the causes are often the same.

The good news is that 99.999% of the time, the cause is environmental or agent behavioral. This news is good because the resolution is within your control. 

So, what are the most common causes of dead air?  Here's a list of things to investigate in order of the most common causes.

1. Wi-Fi

Wi-Fi usage is a prevalent cause of dead air.  Any software that has a streaming component requires a stable internet connection, and voice is no different in that regard.  The difference between streaming video and audio is that video will often buffer and re-establish the connection. In contrast, streaming audio causes packet loss and can result in a disconnected session. Once the session is disconnected, it is often lost entirely. Some small contact centers can use Wi-Fi without issue, but that is playing with fire since there is a tipping point that you cannot see or measure. Router bandwidth, the proximity of the workstation to the router, and the host of other applications running on machines that consume that bandwidth are just a few variables that can affect the stability of the Wi-Fi signal. This is particularly dangerous for work-from-home agents because everything is Wi-Fi enabled, from your smart fridge to your thermostat to your TVs and your kids streaming from 3 different devices simultaneously. 

If your agents are on Wi-Fi, have them plug through an ethernet cable and see if the issue goes away.

2. Machine Resources

If there could be two number 1 causes, this would be the other. Much like Wi-Fi, under-resourced machines can have severe detrimental effects on 2-way audio. Oftentimes, customers look at the "minimum" resources to facilitate the software, not considering that the minimum is to run this particular application. You should have the "recommended" amount of bandwidth at a minimum. When you think about everything required to run your business, on top of the things the agents run because they can, you find that machine resources dwindle very quickly. I can't begin to count the number of times I've been troubleshooting dead air live with an agent only to see 400 open tabs, YouTube streaming, email, the CRM, security scans, and the like running as well. 

Have your agents open Task Manager. You want to see no more than 40% -50% of CPU and memory being used at any given time. Yes, consuming all of the disk space also will cause issues. The higher the utilization of each machine resource, the more likely they will experience call quality degradation. Once you hit 70% -80% or higher, they are likely to be experiencing dead air and session disconnects. Remember, minimum spending on machines can result in minimum profits for your business.

3. Browser Settings

Here's a fun story. Browser developers don't think about all the applications running over their browsers. With every new release, they add experimental flags and settings that can severely affect VOIP applications. Some very common ones that cause issues are sleeping tabs intended to conserve memory, energy saver settings, cookie settings, 3rd party storage partitioning, and auto-refresh extensions.  VOIP companies do their best to test new browser releases, but it's worth noting that no two contact centers are the same, and the pace of releases, including hotfixes, can be very rapid. In addition, your CRM or other applications may suggest specific settings that introduce issues with your VOIP software. That is something to keep in mind as well.

Take a look at the various browser settings and experimental flags and adjust the suspicious ones until you find the source of the issue. You can also ask the VOIP providers' Support Team if they have a list of problematic settings. Moreover, you want to stay 1-2 release versions behind. The problem with being on the "bleeding edge" of new releases is that you, well…bleed.

4. Bluetooth Headsets

Having agents near each other using Bluetooth is a not-so-fun exercise in "Who's on first," especially if they are all the same make and model.  Bluetooth headsets are rife with opportunities for interference, not to mention the range and battery life challenges. Oh, and as the battery life diminishes, so does the range.  Don't even get me started on AirPods.  The worst part is that AirPods often work great…until they don't…and then we're wasting time troubleshooting AirPods that will inevitably experience this same issue again. AirPods, beats, and other music-oriented headset devices = bad.

Always check with your VOIP provider for a list of recommended headsets. Generally speaking, most wired headsets are compatible, but the recommended ones have been tested with the software. If you want to vet this out as a potential contributing factor, plug your agents up with a wired headset, and if you're going to prevent issues, do this out of the gate.

5. Internet Speeds and Bandwidth

Businesses and work-from-home agents must consider the size of their internet pipe. Like Wi-Fi, many little-thought-of devices consume bandwidth, and the more active devices, the more bandwidth consumed.  As your employee base grows, so does bandwidth consumption in an office setting.  Moreover, suppose you don't have a dedicated pipe. In that case, you may be sharing the internet with other businesses in your building, significantly reducing your visibility and control over ensuring your business has adequate bandwidth to support your team. In a home environment, especially if agents aren't guided on minimum speeds, they will often have a package that is insufficient to handle VOIP traffic and all household devices. WFH agents especially should be hard-wired in.

Try speedtest.net from your machines during peak traffic hours to see what speeds you are getting. VOIP providers also typically offer connectivity tests and assessments that measure your connections' speed, MOS scores, jitter, and packet loss. These can offer insights into how internet speeds may be impacting your business.

6. Group Policy and Virtual Machines

I'm lumping these together because they both have the same challenges.  Suppose you lock down some aspects of the machines. In that case, the software may be unable to update required extensions, receive new bug fixes, or capture software enhancements necessary to maintain quality and performance. In addition, you may have specific things locked down from upgrading (such as a softphone extension) whilst the application's code base is updated outside of your control, rendering these two elements incompatible. It's VERY important that your technical resources stay on top of testing and software deployments in a group policy or virtual machine setting.

You don't have to be on the "bleeding edge".  As I mentioned earlier, that can introduce its challenges. However, timely non-production testing and feedback to your VOIP provider can help them identify challenges in new releases and correct them before the code hits production.

7. OS Settings

Yep. Another group of settings that might ruin your happiness. OS settings for your agents can wreak havoc on your agent population. This is especially true if you have other UCaaS or CCaaS solutions in the mix.  The most common symptom tied to this is when you hear agents say, "The first call is always dead air after I log back into the application."  This indicates that you have an application that maintains control of the headset when switching between them. If you're not hearing that callout, this is still worth checking. 

Check your machines' sound settings to see if "exclusive mode" is enabled. It is also worth exploring other settings, such as the system's default device and whether the headset's current drivers are up to date.

8. Security Software

Le sigh. Security software always thinks it knows best, which can cause scans of your VOIP application to throw flags and subsequently "protect" you from the application. 

Always review your security scans and settings to ensure your VOIP application isn't being blocked for security reasons. If it is, ask your VOIP provider to provide a letter from their InfoSec Team explaining why the identified risk does not expose your business to harm.

9. IP Whitelisting

If you whitelist the IPs that can communicate with your systems, this would be a great check. VOIP providers do expand their IP ranges, and if the new ones aren't whitelisted on your network, you may run into issues.  Don't forget to check this on your VPN if you have one!

10. Carrier Issues

Carriers are not perfect! They do have outages, equipment failures, and challenges that surface from time to time. Most VOIP providers have multiple carriers to ensure redundancy, allowing them to route call traffic around carriers experiencing technical challenges if needed. To diagnose this, you'll have to work with your VOIP provider. They will ask for samples from the last 24 hours to perform their research and may ask for samples a few times. This is because carrier-side logs usually expire within 24 hours, and more than one carrier may be impacted. It's also not uncommon for the VOIP provider to ask to do RTP captures to help diagnose the issue's source.

If it's not any of the above, there are other causes. Firewall Settings, MPLS Circuits, SIP Trunks, Zscaler and other security software, NAT translation, agents located in a country without reliable internet, network equipment failures and frayed cables, and distance from the data centers can all contribute to call quality and/or dead air issues. Let us not forget that the VOIP providers are not impervious to issues, though that's much less common. Always open a support case with your provider to get things moving while investigating these other common causes.

Note that dead air issues can be a combo of things as well. While it certainly could be a single thing, don't assume there's one magic bullet for resolving this every time. In my time, I've seen combinations of bad browser settings, too little RAM and agents on Wi-Fi, and many other combinations. 

Make sure to read your VOIP Provider's technical requirements documents. Support Teams will struggle to find the cause and may even refuse to troubleshoot if you are not complying with the technical requirements for operating the software.

 

 

A Winning Strategy for Operational Efficiency

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Written by: Martin Ortiz
Category: Summit
Hits: 8

In the high stakes world of outbound sales, treating Workforce Management and Quality Management like boring back office chores is a recipe for disaster. Most contact centers are still playing an old school game where they forecast the volume and schedule the agents. They listen to a tiny handful of calls and then they just repeat the cycle. At Outbound GOAT, we know that being the Greatest of All Time requires a totally different playbook. These functions are the strategic horns that drive your revenue and customer experience.

Closing the Gap in the Pasture

The biggest problem we see is the Hidden Gap. This happens when your teams are grazing in completely different pastures. Most organizations have one team looking at historical staffing patterns while the other team evaluates calls from three weeks ago. This creates a lagging system that measures performance instead of shaping it. In an outbound environment, this gap is a total mistake. Every misaligned call is a missed conversion. You end up overstaffed during low value interactions and understaffed when the high value windows are wide open.

Leading the Herd with Five9

That is where the power of the Five9 platform changes the game. Outbound GOAT does not just implement software because we prefer to lead the herd. Five9 acts as the unification layer to bring these tools into a single high-speed loop. Forecasting is no longer just about how many heads are in seats. With AI powered insights, we are looking at call outcomes and conversion rates. We shift the focus to how many winning conversations we can create today.

Scaling Quality to 100%

Scaling quality is the next frontier for every leader. Let us be real about the facts. Manual reviews that only look at a tiny fraction of calls are just lucky guessing. Through the AI tools in Five9, we enable a full evaluation of every interaction. Every single call is checked for compliance and effectiveness. This creates a closed loop strategy where quality insights feed directly into coaching. This improves agent behavior and then sharpens your next forecast. It is a continuous cycle of improvement that turns raw data into a revenue generating machine.

Orchestrating the Win

At Outbound GOAT, we know that outbound programs cannot hide inefficiencies. Every dial has a cost and every conversation has a purpose. We make sure your top performers are scheduled exactly when connect rates are peaking. We do not just watch the clock. We orchestrate the entire operation so that staffing and conversions are perfectly aligned.

The future is about building a smarter revenue engine that learns in real time. With the right strategy and the Five9 platform, your programs stop being a basic function. They become your ultimate competitive advantage.

You should stop following the herd and start leading it with us.

 

 

Scaling the Peak: Making AI Work for Your Five9 Outbound

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Written by: Martin Ortiz
Category: Summit
Hits: 13

AI automation is no longer a futuristic concept. It is the current heartbeat of the modern Contact Center as a Service (CCaaS) landscape. At the center of this transformation is the Five9 Intelligent CX Platform, providing a rock-solid foundation for automation through Intelligent Virtual Agents (IVA), Agent Assist, and workforce optimization. However, the true value of these tools isn't unlocked by simply "turning them on." Navigating the steep terrain of automation requires a partner who knows where the footing is sure. That is where Outbound GOAT steps in.

The Power of the Five9 Foundation

Five9 excels at handling high-volume, predictable interactions. By integrating IVAs with backend CRM systems, organizations are successfully deflecting significant inbound volume for tasks like billing inquiries, appointment scheduling, and account updates. Furthermore, Five9’s Agent Assist has made tremendous strides in real-time transcription, providing agents with the "guardrails" needed to navigate complex conversations. Because this operates across an omnichannel environment, agents maintain a 360-degree view of the customer journey. This ensures that context is never lost, whether the customer reached out via SMS, chat, email, or phone.

Where Strategy Meets Software: The Outbound GOAT Edge

While Five9 provides the high-performance engine, Outbound GOAT provides the expert tuning. AI-driven tools, particularly in predictive dialing and outbound optimization, require a set of expert eyes to move from functional to Greatest Of All Time. Our team, comprised of former Five9 experts, specializes in the nuances that algorithms often miss.

We elevate your Five9 environment by focusing on the critical intersection of Data and Delivery:

  • CRM & List Integration: We ensure your backend CRM isn't just a digital filing cabinet. Instead, it should be actively feeding the Five9 dialer high quality, actionable lists. We specialize in the structural framework of these integrations, ensuring list synchronization is seamless and that data hygiene remains a priority so your agents aren't climbing uphill against bad data.
  • Intelligent Lead Prioritization: Outbound GOAT analyzes your predictive dialing algorithms and contact strategies. We make sure you are reaching the right person at the right time, rather than just "butting heads" with low priority leads for the sake of volume.
  • Compliance & Nuance: We review process design and data quality to ensure your outbound efforts are regulated for your specific industry and geographic region. We understand that customers respond to authenticity. We help you find the balance where AI efficiency meets human nuance.

A Partnership Built for ROI

As partners, Five9 and Outbound GOAT create a symbiotic ecosystem. Five9 provides world class infrastructure, and Outbound GOAT provides the technical mastery to ensure your CRM integrations are airtight and your outbound lists are optimized for conversion. In the end, success is not measured by how much you automate. It is measured by how intelligently you apply it to drive your bottom line.

 

 

Don't Follow the Herd: Why Hiring a Full-Time CX Technologist Costs More Than You Think

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Written by: Bill Edelmayer
Category: GOAT Intelligence
Hits: 2

When companies invest in contact center technology, the instinct is almost always the same: hire someone. A dedicated technical specialist feels like the responsible move, someone accountable, available, and fully yours. But that instinct carries a price tag that most budget analyses never fully surface.

Over five years, a single experienced CX technologist at a $120,000 base salary costs your organization over $1.1 million. A scoped consulting engagement delivering equivalent output costs roughly $720,000. That $400,000 gap is not an anomaly. It is the predictable result of costs that rarely make it into the hiring conversation.

The four layers most budgets miss

The base salary is just the starting point. Employer-paid benefits including healthcare, retirement contributions, and payroll taxes add another 30% annually, roughly $36,000 to $40,000 on a $120K base. Recruitment for a specialized CX role routinely runs $12,000 or more when agency fees enter the picture. Onboarding and ramp time add another $15,000 in lost productivity before your new hire is operating at full capacity. Ongoing training to keep pace with platforms like Salesforce, Genesys, or Five9 runs $4,000 to $8,000 per year, and it is not optional in a space that evolves as fast as CX technology does.

Then there is turnover.

The cost multiplier nobody wants to model

Gallup research puts the cost of replacing a technical professional at approximately 80% of their annual salary. For a $120,000 CX technologist, one voluntary departure triggers a roughly $96,000 replacement event covering recruiting, lost institutional knowledge, and the overtime absorbed by the team left behind. At a conservative 25% annual attrition probability for this talent segment, that risk carries an expected annual cost of $24,000, compounding across every year of the employment relationship.

Gallup also found that 52% of voluntarily exiting employees said their organization could have done something to prevent their departure. This is not a passive risk. It is an active operational one.

What consulting actually costs and delivers

A specialized CX consulting engagement at $100 to $150 per hour, scoped to roughly 900 to 1,040 billable hours per year, runs approximately $133,000 in year one. There are no benefits obligations, no recruiting costs, no training investments, and no turnover exposure. Light project management oversight adds about $3,000 annually. That is it.

Beyond the numbers, a seasoned CX consultant arrives certified and deployable from day one. Engagement scope flexes with actual demand, intensive during implementations and lighter during steady state, eliminating the structural waste of carrying a salaried employee through low-demand periods. When continuity is needed, the responsibility for staffing and knowledge transfer sits with the consulting firm, not with you.

When a permanent hire makes sense

This is not an argument against hiring. If your organization requires more than 1,800 hours per year of dedicated CX technical support on a continuous basis, is building proprietary platform infrastructure, or has compliance requirements that restrict external access, a permanent hire may be the right call. Even then, pairing a consulting resource with a junior internal hire often produces better economics than recruiting senior talent directly.

The real question

The higher hourly rate of consulting does not translate into higher total cost. When every layer of employment expense is properly loaded into the analysis, the math is consistent: specialized CX consulting costs roughly $400,000 less over five years than the equivalent permanent hire.

For CX leaders and finance executives evaluating how to resource their technology capabilities, the question is not whether consulting is more expensive. It is whether your organization can afford the hidden costs of getting the hiring model wrong.

 

OutboundGOAT specializes in contact center technology consulting — Salesforce Service Cloud, CCaaS implementation, CX operations, and workforce management. Engagements are scoped, performance-oriented, and designed to deliver senior-level output at mid-market cost. Reach us at https://www.outboundgoat.com/index.php#contact.

Full Whitepaper at: https://www.outboundgoat.com/WhitePapers/OBG-ConsultingOrHire-whitepaper.pdf