Investment In IP Contact Centers

The time has come to do investment in Internet Protocol (IP) contact center solutions.IP technology has been around for more than 15 years and has been used for corporate network infrastructure for most of that time. But contact center vendors took their time delivering functionally rich and technically advanced IP-based contact center solutions that were competitive with their time division multiplexing (TDM)-based predecessors. The IP contact center is ready for prime time. Today many companies also want vendors to continue involves IP, though to support their legacy TDM-based environments.
The advantage of the IP contact center are as follows.

Save network management fees and carrier costs: IP technology eliminates the need to use a carrier or network management application to efficiently route calls between various contact center sites. This results in major cost savings; even though many companies pay carriers as little as two to three cents per minute, these expenses can add up over time.

Multiple automatic call distributors: IP technology enables enterprises to manage all of their contact centers from one central location. This means that expensive contact center technology management staff is no longer needed for all major locations.

Reduce management burden: IP technology eliminates the need for multiple copies of the same application. In an IP network, the primary site functions as the central "brain" and provides all application functionality. As a result, it is unnecessary to maintain separate copies of various management and supporting contact center applications, such as workforce management, recording, quality assurance, surveying, coaching, performance management, email response management, etc., at each site. This generally alleviates the management burden and also reduces software licensing and maintenance fees.

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