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.
Cost effective: Provides contact center technology cost-effectively to branch offices, satellite offices, retail locations and remote or at-home agents. IP contact center environments allow agents to be set up anywhere there's an Internet connection. This allows enterprises to provide sophisticated contact center technology in locations where it was previously not practical. Additionally, it facilitates the roll-out of remote, or at-home agents, who are expected to play an increasingly important role in contact centers during the next five years.
Optimizes agent usage: IP technology enables enterprises to route transactions to agents more efficiently by eliminating the need for the network management applications and routing and queuing restrictions that have previously hampered multi-site operating environments.
Routes each transaction: In an IP environment, agents are managed directly from the primary site. Transactions can be routed to the most appropriate agent, regardless of where they are physically located in the network.
Centralization: Provides a single,unified view of contact center operations. Because all contact center transactions and activities are managed from a central site, there is only one set of reports for the entire operation.
Standardization of service quality: Since all agents and systems are tied into the same hub in an IP environment, enterprises can standardize the handling of all transactions. IP technology is exciting because it's agnostic about the types of transactions that it handles and can quickly and easily move all kinds of transactions anywhere within its network.
In terms of technology used in call center is second to none and has successfully launched India’s one and only end to end CISCO based IP network call center by the name Vcare call center based out of a small suburb in the national capital territory region, This center has all the modern facilities a center must have and is situated in a huge campus spanning more than 11000 sq. ft, employing over 400 people and is proudly expanding at an exponential growth rate of 15% quarter over quarter.
Posted by:
Marketing manager, Vcare Call Center Pvt Ltd.
Vcare Call Center India is a CISCO powered company, Its management team has over 30 years of combined call center experience. The company employs more than 400 people and is growing more than 15% quarter per quarter. The center is a 100% IP based network and uses CISCO technology platform.
