The PSTN, what’s that? Wasn’t the last big news report about the PSTN proclaiming its death? The problem for “voice” as a revenue-generating service and a stand-alone business is that it got sucked in to the black hole with the PSTN when IP hit the scene. I suppose voice needs a (better) public relations firm. It really needs to distance itself from the ancient circuit-switching technology. Ironic isn’t it that voice needs to add distance in order for it to improve its position. This is clearly the effect of the “gravitational pull” from the massive density of IP and all of its benefits.
Call centers as a function of a larger corporation do not get the attention within the company that the main product or service that they support do. This is natural. Separately, call centers that are stand-alone businesses that provide the labor and software interfaces to deal with other companies’ needs and issues see the people, technology and networks that support the business as primary concerns. This is due to the fact that it is their main focus. As a result they are usually better equipped and operate at a better cost base than companies that try to do it themselves. This is one of the key motivators for outsourcing.
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Call centers as a function of a larger corporation do not get the attention within the company that the main product or service that they support do. This is natural. Separately, call centers that are stand-alone businesses that provide the labor and software interfaces to deal with other companies’ needs and issues see the people, technology and networks that support the business as primary concerns. This is due to the fact that it is their main focus. As a result they are usually better equipped and operate at a better cost base than companies that try to do it themselves. This is one of the key motivators for outsourcing.
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1 comment:
No exactly sure what this article is all about. Is George doing a rant about voice, VoIP or the image of call centers?
In regard to the image of call centers, who cares and does it matter what their image is? I'm sure call center owners don't give a toss.
As for the chat on PSTN, VoIP and voice, what is that all about. The great thing about IP telephony is that it's more than just voice. The technology to deliver a voice conversation maybe interesting to nerds but it's just plumbing.
George, what was your agenda in writing this xxxx?
Cheers
Chris
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