Your customers’ satisfaction and loyalty depend on the quality of their experience. When customers communicate with a business, they do so using a business’ communication network. Therefore, communication environments play a central, critical role in defining that all important quality of experience. When there are breakdowns in a business’ communication environment, there is an immediate effect on customers. Unfortunately, most of these issues do not get resolved quickly enough to avoid both the heavy burden of lost customers and the operational expense of scrambling to resolve these problems. This makes it more important than ever for a business to proactively address “customer experience” issues and risks inherent in these complex environments – a challenge that is made more difficult by the finger pointing that occurs when problems arise.