Home > Planning for the IP call center
Fast Guide:
EMAIL THIS LICENSING & REPRINTS

Planning for the IP call center

14 Aug 2006 | SearchVoIP.com

Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us   

Call centers are critical to business operations. Until recently, however, most enterprises have been dubious of VoIP quality, reliability and the soft benefits that make it so difficult to project and quantify ROI. Staying competitive demands higher and higher levels of efficiency and productivity at lower and lower costs – a challenge that makes the transition from a TDM-based call center to IP worth serious consideration. This guide explains why many enterprises are adopting VoIP call centers and how they're doing it.


Moving VoIP into the call center

VoIP call centers on slow but steady adoption path
VoIP adoption in call centers is on a slow but nonetheless steady growth path. So why have companies not rushed to VoIP sooner? Many firms have been waiting for VoIP to prove its quality and reliability in the call center and there isn't a compelling reason to dump the old technology yet. VoIP's ability to make management and mobility of distributed call center agents much easier means it's destined to displace traditional voice technology within the next few years.

VoIP adoption changing how contact centers do business
Many enterprises are replacing their traditional telephony and voice infrastructure with one based on IP communication standards. To achieve the benefits of VoIP, it is imperative that contact center managers get involved in the migration process before the infrastructure is selected.

Teaming business and IT for effective call centers
Many enterprises are replacing their traditional telephony and voice infrastructure with one based on IP communication standards. To achieve the benefits of VoIP, it is imperative that contact center managers get involved in the migration process before the infrastructure is selected.

Three steps to IP call center implementation
IP-based technology allows organizations to easily route multiple-channel interactions (voice, e-mail and Web) across multiple locations, so employees can handle calls more efficiently, problems can be resolved quicker, and customers can have a better overall experience. Learn how solid business and implementation planning can bring more efficiency to your call center.

VoIP right for single-site call centers
While Voice over Internet Protocol (VoIP) offers clear advantages for multi-site call centers and remote agents, there are some key strategic reasons to implement the technology in a single site.



IP call center case studies

VoIP more than hype
For an increasing number of contact centers, VoIP is an important tool for driving value, both in terms of customer experience improvements and reduced costs. Tuition Management Services (TMS) implemented VoIP to integrate its telephone, Internet, and e-mail communications with customers. This helped the Rhode Island–based education payment services provider reduce seasonal staffing by 10%, trim maintenance costs, and prune call durations by an average of 45 seconds per call.

VoIP helps company trim costs, response time
In mid-May, Byram Healthcare Centers Inc. officially launched automated voice assistant (AVA), an interactive voice response (IVR) system that's expected to greatly improve the efficiency and effectiveness of its customer response.



Make call centers work for you and your customers

Call center resource center
From trend watches, to expert advice and white papers, SearchVoIP.com has the call center resources you need. Planning, implementation, integration – it's all here. If you don't find what you're looking for, send us an email.



Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us   


RELATED CONTENT
Network Planning and Testing for IP Telephony
Hybrid IP telephony solution essential to network disaster recovery
3M prepares the network for VoIP
IP telephony management software essential to large-scale deployments
Go Green: Al Gore speaks at VoiceCon 2008
Early adopters of unified communications need to ask about security
With the launch of unified communications, managing complexity and information is key
Managed VoIP keeps regatta's communications afloat
VoIP, unified communications study reveals challenges
Voice over IPv6: Architectures for Next Generation VoIP Networks
BT's SDK for do-it-yourself VoIP apps

VoIP Implementation
Skype leverages partnerships to penetrate the enterprise market
Configuring a cost-effective VoIP network for overseas calls
Can I configure mobile VoIP on my company smartphone?
Streaming Cisco's IP Communicator to an HP thin client
Digium's Asterisk PBX does God's work at Midwest church
Software-based unified communications help flower wholesaler blossom
Using unified communications to augment your disaster recovery plans
VoIP service selection: MPLS, VPLS or Metro Ethernet?
Can I keep my PBX while migrating to VoIP?
Making the decision to shift to hosted VoIP

VoIP QoS
VoIP service selection: MPLS, VPLS or Metro Ethernet?
Microsoft's Real-Time Codec (RTC) for VoIP optimization
Disaster and recovery in the VoIP/IPT RFP
VoIP for the globe-trotting frequent traveler
IP phones get more innovative in 2008
Can I use my PC as a headset for VoIP or Skype?
Voice quality and MOS
Bringing QoS to end-user standards
IP telephony adoption rising, quality sagging
End-to-end network management enables reliable VoIP, unified communications

RELATED GLOSSARY TERMS
Terms from Whatis.com − the technology online dictionary
G.722  (SearchUnifiedCommunications.com)
SIP trunking  (SearchUnifiedCommunications.com)

RELATED RESOURCES
2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems
Search Bitpipe.com for the latest white papers and business webcasts
Whatis.com, the online computer dictionary




Business Communications for Collaboration
About Us  |  Contact Us  |  For Advertisers  |  For Business Partners  |  Site Index  |  RSS
SEARCH 
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.

TechTarget Corporate Web Site  |  Media Kits  |  Reprints  |  Site Map




All Rights Reserved, Copyright 2008, TechTarget | Read our Privacy Policy
  TechTarget - The IT Media ROI Experts