Like many software companies this international publisher has a very dynamic collaborative culture with engineering teams spread around the globe. Because many offices outside their regional centers have no local IT support, and with the growing dependence on Wi-Fi, wireless issues were becoming a major support burden. In addition, some offices were 100% wireless which made ensuring a good Wi-Fi experience all the more imperative. In the past, more than 80% of the Wi-Fi support calls were related to voice quality issues. Users rely on team collaboration tools every day – everything from Webex, Skype, Sococo and Slack to Google Meetings and in these multimedia collaborative sessions poor voice quality for one user impacts everyone’s experience. But remote troubleshooting, was proving difficult with existing management and diagnostic tools.