If you are actively searching for a way to revolutionize the way in which your call center operates, look no further than Voice over Internet Protocol (VoIP) as the perfect solution that can be leveraged to fulfill your every need. Besides significantly cutting costs, improving the level of control, driving flexibility, powering seamless integration with existing data systems and enabling a range of new services and capabilities, VoIP will streamline all business-related tasks taking place in a given environment.
"Traditionally, VoIP call centers were effective replacements [for traditional PBX-based systems] that offered cheaper dial tone," Greg Goldfarb, general manager of SaaS (News - Alert) (software as a service) for Ribbit Corp., a VoIP development tools and applications vendor, said in a statement.
VoIP call center providers including Ohio-based PowerNet Global look at call centers in a different light than traditional telephone companies, as these systems only require an Internet connection and can be up and running in a very short period of time. “Essentially, it works by digitizing speech, splitting it into packets and sending those packets over the Internet to be reassembled at their destination. The most common destination is an access point in the regular dial-up network, the piece revealed.
A major factor driving businesses across all verticals to begin to leverage VoIP is its much lower costs because of the reduced amount of power usage these innovative systems require. In fact, VoIP solutions can help provide a thorough analysis of an existing infrastructure, pinpointing ways in which it can be altered to become more efficient.
VoIP-based centers also drive productivity among employees who are working outside of the office. Ranging from being able to connect multiple people back to the core office to being able to build customized call routing protocols to eliminating any geographic restrictions they may face, mobile workers can easily connect to their home office, which saves in commuting costs for the employee and overhead costs for the employer.
The article added, “VoIP also makes call center operations easier by allowing experts to virtually handle customer problems. If a support call has to be escalated, agents have a more diverse pool of talent to draw on without requiring that the experts be physically present in that call center. They can be in another center, or anywhere in the company.”
Additionally, add-ons are a vital part of any VoIP call center as predictive dialers, routing, and email management are all elements that any call center can consider implementing within a VoIP infrastructure to better optimize operations. In PNG’s case specifically, the company’s NetDialer is touted as an outbound dialer long distance service that been created from the ground up with outbound call centers in mind that are search of a cost-effective, reliable solution for their business. Boasting a stable network with local 24/7 NOC support and on-staff voice engineers, the VoIP call center provider fully supports all standard codecs.
To find out more about how PowerNet Global’s (News - Alert) solutions will enable your VoIP call center to see ongoing success, click here.
Edited by Rachel Ramsey