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There are apps upon apps for download that will allow users to utilize VoIP for all of its cost effectiveness, but two remain major contenders: Skype and Viber. What's the hype behind the technology and who will ultimately win?
Most businesses have heard about the cost savings of voice-over-IP (VoIP) at this point. What businesses do not always realize, however, is that VoIP brings not only cost savings, but also a plethora of extra features above and beyond the typical business phone plan.
When the mobile employee is on the road, it's important to provide access to the Admin Portal so she can manage her account and view real-time status of any coworker's line. The Portal also allows for setting permissions for Auto Attendants, revising voicemail MP3s, managing extensions, paying bills and more. Plus, she can set the call forwarding option so she never misses a call.
In the days of the traditional call center, agents were scheduled according to need and availability. While forecasts could change, the hours and the demands of the job changed little from day to day. One frustrated customer blended into the next and wins in the way of the satisfied caller added a needed boost. Today, virtual call centers permeate the industry, putting a whole new spin on call center scheduling.
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