Before plunging head first into VoIP, it’s important businesses understand just what That They are “talking” about When They begin looking at technology for Their VoIP call center operations. Understanding these subtleties will ensure proper planning and Appropriate decisions. The first key is to not realize that “VoIP” is the basic term where cost alone Seems to be the driving incentive. But IP Telephony is so much more. Unlike lite VoIP, IP telephony is not simply acerca cost savings. The benefits of IP Telephony call center operations to include rich applications, Enabling mobility, increased productivity, and enhanced business continuity.
VoIP is the basic transport of voice packet in a form on an IP-based data network. It is the transmission of telephony over a data network and offers little in the way of features and functionality. VoIP IP Telephony uses but is a software application suite offering feature rich applications. These often-modular applications lend themselves to cost-effective integration with other applications that the IP network shares. Voice and Data Convergence May be defined as the integration of voice and data applications in a common environment. Of special significance is the integration of communications applications with key business applications. The Latter Usually are tied to Business Processes, queue are core to an organization’s operations.
IP telephony lends itself to contact centers for the ease of integration with sophisticated multimedia applications as well as computer telephony integration, intelligent call routing and distributed or virtual contact center applications. The merging of voice and data applications,: such as Unified Messaging, is Perhaps indicative of where IP telephony as a voice-based application leaves off and convergence starts.
These business applications are predicated on Business Processes are the lifeblood of That Most Organizations. By marrying these applications on any network and on any device, the door is opened to Deriving new levels of business value.
THE PROMISE OF VoIP
In recent years the number of companies looking to upgrade call center infrastructure via Their Implementation of VoIP technology has grown increased dramatically. Merging voice and data on a single network and deploying an IP-based contact center platform Allows companies to route calls to home and satellite offices more efficiently. This approach is delivering on the promise of helping companies grow their business, apply Enhancing productivity applications, and call center operations expand easily and cost effectively. Scaling for growth to new remote service centers is a smooth transition as each is treated as an add-on node to the Existing IP network.
Companies can add remote staff to call center queues when needed and can Retain key employees by letting them work from home. The entire process can Use one application to manage all media for agent routing and reporting across locations. An additional benefit is the Ability to deliver business applications over network This New When Necessary.
Pure Potential hurdles to Implementing VoIP include preparing the network with switch and router upgrades, Replacing all the desktop phones, upgrading and adjunct systems: such as voice mail. These are not insurmountable issues and can be accomplished either all at oce (shotgun) or in a phased in approach. However it is Accomplished business benefits far outweigh the initial challenges any.