For UCaaS & CCaaS leaders
The Monitoring Gap
Why homegrown monitoring misses 70% of UCaaS issues
Signaling-only monitoring tells you a call connected, not that it worked. Dashboards stay green, but customers still cannot hear each other.
The Monitoring Gap
Most UCaaS teams still rely on homegrown SIPp or PJSIP scripts that check registration and handshakes. Roughly 70% of real customer pain never touches signaling: one-way audio, garbled media, and quality issues that leave dashboards green.
This whitepaper covers four things:
- What DIY monitoring covers well: The media-plane blind spot it still treats as a black box.
- Where UCaaS architectures break: Transfers, IVRs, queues, and voicebots multiply failure points across the path.
- The hidden TCO of homegrown scripts: Why they keep missing most quality issues even as the stack grows.
- How to close the gap: Active testing, build-vs-buy guidance, and where Sipfront fits.
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