Voice over Internet Protocol (VoIP) has reached a new level of maturity in the contact center industry. We can now shift the conversation from “Why should I do VoIP?” to “When and how should I move to VoIP?”
Because VoIP is such a rich, deep and complex topic, defining best practices for planning, implementation and support requires more than one article. Therefore, this article is the first in a series to help those that are on their way to VoIP — or anticipate they soon will be — to prepare for a successful transition that has lasting business value for the company and the center.
Start a VoIP Planning Process
VoIP offers many opportunities for delivering business value. While the multisite is the “killer application” for VoIP, single-site environments can also find business value in this new system, including pseudo-multisite configurations for remote agents in satellite offices or homes, and business continuity and multimedia contact center operations.
TAGS: Voice over Internet Protocol (VoIP), Transitioning to VoIP, Vs traditional phone systems, New Technology Evaluation, Customization, Ease of implementation, Integration issues, Scalability, Calculating ROI for application/system, Impact of application.
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The word on the street is that call center professionals no longer want or need to hear why they should implement Voice over Internet Protocol (VoIP) solutions. They have heard enough about the benefits for multi-site centers, and the resiliency VoIP Call Center offers for disaster recovery. Most people can see how VoIP Call Center can accelerate and simplify multimedia routing and reporting for their center and their customers. They now understand that VoIP can help their center get long wishedfor functionality such as screen pops -- at a lower cost and with less hassle. And they see that VoIP Call Center can help them change their customer care paradigms: tap into reserve resources for peaks and expert resources for escalation; expand their labor pool to home agents and satellite offices; and do it all at a lower cost and with more agility then they ever could before.
People get VoIP Call Center. They know that VoIP Call Center is where the market is going, what the vendors are offering, and what they will inevitably have to implement. So as more and more centers plan for and implement VoIP Call Center, it is time to shift the focus to how to ensure success. This article presents ten important tips that start with the planning process and proceed through selection and implementation to postimplementation success.
TAGS: Transitioning to VoIP Call Center, Vs traditional phone systems, Voice over Internet Protocol (VoIP), Call Center Technology Applications/Offerings, New Technology Evaluation, Technology Implementation/Maintenance, Technology
Eugene Gutman, CEO of Vocal IP a nationwide Internet telephony service provider ("ITSP") of hosted VoIP, IP-PBX & SIP trunks on an overlaying MPLS network. Founded by engineers, VocalIP specializes...
The VoIP PBX system is a hallmark for businesses to inculcate double profits in quick time. This system permits the users to save substantial amount on long distance as well as international calls.
SIP Did for VoIP
The TAM100-VoIP, T1/E1 VoIP Network/Gateway Analyzer provides VoIP network users and service providers a low cost tool to test, verify and maintain VoIP networks at the WAN interface point for gateways, IP-PBX/switches and medium capacity legacy network terminals.
Our popular VoIP Tracer Pack combined with the SAFIRE Professional development environment; the perfect combination for developing signaling applications, then validating & observing the application signaling together with Internet & VoIP signaling!
Internet Protocol Analyzer
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What is a VoIP Telephone?
A VoIP telephone. also known as a SIP phone or a softphone, allows the user to make phone calls to any softphone, mobile or landline by using voice over IP (VoIP).
How does FAX work in VOIP environments?
IP PBX: How an IP PBX / VOIP phone system works?
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