Press Release Author: Monch Bravante / US Contact Point
Industry: Marketing
Press Release Summary: The hallmarks of a true IP contact center are continuous innovation and reduced costs. Those who do not quickly make the transition to integrated IP communications will be at a competitive disadvantage compared to those that do. In order to enhance customer service, companies should provide an integrated experience across voice calls, video sessions, e-mail, chat/instant messaging and shared desktops as customer support.
Press Release Body: Gone are the days of plain old telephone service. Today's business world thrives with the ever-growing need for answering services and related solutions that propel call centers to become an in-demand communication and business solution. It has come a long way. However, it is in moving to a true IP contact center that most companies fall short: one that is capable of optimizing customer experience, reducing operating cost, and enabling rapid innovation. The hallmarks of a true IP contact center are continuous innovation and reduced costs. Those who do not quickly make the transition to integrated IP communications will be at a competitive disadvantage compared to those that do. In order to enhance customer service, companies should provide an integrated experience across voice calls, video sessions, e-mail, chat/instant messaging and shared desktops as customer support.
As most companies move to a true IP contact center, they encounter problems in managing their voice traffic which is different from all their other applications. Even with VoIP being widely used, IP -PBX (private branch exchange) traffic is managed separately than all other IP traffic including email, instant messaging, or applications.
While other applications run smoothly over the organizations wide area network (WAN), PBXs are islands of real-time communications because they route voice traffic via voice service providers rather than through their existing IP network. This approach creates significant additional capital expense within the call center, costs tens-of-millions of dollars annually in public switched telephone network (PSTN) expenses and blocks the integration of voice into other customer service communication channels.
For example, a large Internet retailer that had its call centers based on a collection of products including traditional time-division multiplexing (TDM) PBXs and Automatic Call Distributors (ACDs) with many support applications layered on top. As new call centers were brought on-line they were populated with the TDM and IP networking infrastructure, PBXs, ACDs and applications such as contact center software, reporting, workforce management and others.
Such configuration seems confusing. That's why companies need IP contact center to manage it. To create a true IP contact center in which both voice and data communications can be joined and efficiently routed to an IP-connected agent, companies must first learn how to "Voice-enable" their IP network. Voice-enabled Intranets open up the ability to embed real-time communications into the very fabric of the customer support processes. They also make it possible to quickly and easily link enterprise resources into the customer service process, and for sophisticated contact center functionality to be leveraged throughout the enterprise. For more information about the contact center industry, call answering services, marketing and advertising solutions, and web development, log on to www.uscontactpoint..com. US ContactPoint's call center solutions are designed to create unparalleled customer satisfaction to guarantee the success of your business.
2025
