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End-to-End QoS Network Design: Quality of Service for Rich-Media & Cloud Networks, Second Edition by Kenneth Briley Jr., Robert Barton, Christina Hattingh, Tim Szigeti

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Chapter 39. Home Office VPN QoS Case Study

With the continued success of Tifosi Software’s cloud computing service offering, the company has decided to open a new call center system to help improve overall customer satisfaction and to also reduce costs. In the past, Tifosi had outsourced call center operations to a reputable company in Asia, but with new technologies becoming available, CIO Rod Bratton felt that there was a strong business case to use internal call center agents in a work-at-home scenario. In total, they would like to have 200 call center agents, with 100 of them in North America, 50 in Asia, and 50 in Europe, using a “follow-the-sun” model. The intention is that all call center agents will work from their home offices to help ...

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