Call centers are different from contact centers in that call centers manage phone calls only but contact centers manage all manner of communication whether it is a phone call, fax, email or other data transmission. With VoIP becoming so widely used, the IP contact center market grew by 26% from 2005-2006. The IP contact center product lines of today provide workforce, quality and performance management and interaction optimization applications yielding tremendous potential savings for businesses that deploy contact centers.
Traditionally, redirecting or using pre-contact routing has made contact with the right resource possible. Unfortunately, redirecting requires tie lines or "take back and transfer" capabilities, both of which cost a significant amount of money when dealing with a high volume of contacts and distributed remote sites. With today's
technology, implementing an IP contact center is faster and less expensive than the traditional method of routing contacts, making an already strong business case even more compelling.
Point products chosen for need and function that have SIP Interoperability help make smarter technology investments for contact centers because they offer the assurance that they will work together seamlessly. Why not focus on deploying the best business applications that leverage IP and the SIP protocol running on top of it instead of locking into high cost, inflexible proprietary technologies? When providers around the globe accept and comply with an international standard such as SIP, it makes it easier to expand business operations into various countries without worrying about encountering different protocols.
With SIP trunks, the hardware, maintenance and IT personnel costs associated with VoIP gateways are eliminated, making the cost benefits of IP contact centers even more dramatic. The need for VoIP gateways themselves is diminishing because gear is now being shipped SIP capable from manufacturers.
Broadvox SIP Trunking helps decrease international and interstate contact costs while improving quality and reducing points of failure. It helps provide a high level of customer service and demonstrates VoIP benefits when contact centers are migrated from TDM to IP or when turning up new contact centers. Using SIP Trunking in lieu of an extensive inter-site network for VoIP allows a SIP provider to function as a virtual network. This is important because it gives seamless connectivity to the public switched telephone network (PSTN).
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