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How the Hosted Softswitch Improves Employee Efficiency

TMCnews Featured Article


January 06, 2015

How the Hosted Softswitch Improves Employee Efficiency

By Susan J. Campbell, TMCnet Contributing Editor


In all the marketing material available on the hosted softswitch, most will tout the cost benefits associated with moving to the cloud. You’ll likely see arguments in favor of paying for service only as you need it, extensive flexibility and the option to customize as needed. But, did you also know that the hosted PBX has been shown to improve employee efficiency as well?


A recent Wave Telecom (News - Alert) blog highlighted a number of different ways the hosted softswitch can improve efficiency for the employee base. While the cost benefits are acknowledged, the writer of this piece is quick to point out that cost benefits can only get you so far. This point is important as cost benefits will eventually wane in the argument for hosted options.

This doesn’t suggest that they will get more expensive, but instead will become mainstream and lose their positive impact on the bottom line. That doesn’t mean you want the lower cost to go away, it simply suggests that you need to have other benefits that can impact your organization over the long-term. One such benefit could be found in better communication performance.

The hosted softswitch helps to augment the performance of long distance or local calls. When performance is enhanced, employees are able to make calls swiftly, minimize delays between dialing the number and connecting the call. Taking it to the next level, the call quality associated with the hosted softswitch is excellent, which means calls could end quickly and allow employees to move on to the next call.

Flexible features provided in the hosted softswitch can increase calling capabilities beyond what was available with the in-house PBX (News - Alert). Capabilities like ring groups and automatic transfer to mobile devices allow for the elimination of time spent finding someone occur taking down messages as call transfers happen instantly. In the call center especially, the home agent model is easily employed to allow for greater flexibility.

The IT department likes the opportunity to relocate items and equipment that they no longer need to manage. This is definitely a cost benefit, but it also minimizes the time IT staff need to focus on managing the call system. By doing so, upgrades and maintenance are managed by the hosted team and employees have the option to access their work from any location at any time. Such capability is extended not only to the work at home agent, but also any employee who needs the added flexibility of working on the fly.

Chances are, if you’re considering the hosted softswitch, you’ve already done the math on making the change. If you could also take improved efficiency among the employee base into the equation, would it help close the deal?




Edited by Stefania Viscusi







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