Before you dive in head first VoIP, it is important that companies understand just what they are ” talking ” about when to start looking for your VoIP call center operations . Understanding these subtleties and proper planning will ensure appropriate decisions. The first key is to realize that “VoIP” is the basic term where the cost alone appears to be the driving incentive. But IP telephony is much more. Unlike Lite VoIP, IP telephony is not just a cost savings. The benefits of IP telephony to call center operations including rich applications , enabling mobility , increased productivity and improved business continuity.
VoIP is the basic voice transport in the form of packets in a data network based on IP. Telephony is the transmission through a data network and offers little in the way of features and functionality. IP telephony uses VoIP, but it is a suite of software applications that provides feature-rich applications. These are usually modular applications lend themselves to economic integration with other applications sharing the IP network. The convergence of voice and data can be defined as the integration of voice and data in a common environment. Of particular importance is the integration of communications applications with key business applications. The latter tend to be related to the business processes that are critical to the operations of an organization.
The IP telephony is provided at contact centers for ease of integration with sophisticated multimedia applications as well as computer telephony integration, intelligent call routing and applications centers distributed or virtual contact. The merging of voice applications and data, such as unified messaging, is perhaps indicative of the IP -based telephony and voice convergence application ends and begins.
Voice and data convergence can be interpreted as the union of voice and data in a common environment. This simplistic definition hides the importance of convergence. The reality is that the convergence of voice and data application integration allows voice communications (such as conference calls and access voice) with key business applications (such as sales force automation and management of the supply chain). These business applications are based on business processes that are the lifeblood of most organizations. By marrying these applications over any network, on any device, the door to derive new levels of business value opens.
In recent years the number of companies looking to upgrade your call center infrastructure through the implementation of VoIP technology has grown dramatically. The merging of voice and data over a single network and the deployment of a contact center platform based on IP allows companies to route calls home and satellite offices more efficiently. This approach is delivering on the promise of helping companies grow their businesses, improve application productivity applies and expand call center operations easily and profitably. Scale for the growth of new centers for distance is a smooth transition, as each node is treated as a complement to the existing IP network.
Companies can add remote staff to call center queues when necessary and can retain key employees, making them work from home. The whole process can use a single application to manage all media for routing and reporting through agent locations. An additional benefit is the ability to deliver business applications on this new network when needed.
Potential barriers to implementation include preparing pure VoIP network switches and routers with updates, replacing all desktop phones and improving adjunct systems such as voice mail. These are not insurmountable problems and either can be achieved all at oce (shotgun) or a gradual approach. However, corporate profits achieved far outweigh any initial challenge.
It is safe to say that the great migration to the IP contact center is underway. Although there are many approaches, vendors and users agree that the decision is not driven by technology, but rather by business applications that technology allows. While companies may appear to take very different paths to VoIP, everyone is able to make the right decision for your current and future needs of a variety of solution options business.