Planning for the IP call center

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

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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.

This was first published in August 2006

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