IP Solutions Focus on Customer Responsiveness
TMCnet
TMC Launches New Sites ::  NGC  |  4GWE  |  Green Tech  |  Satellite  |  IT |  IVR |  ITEXPO SHOW NEWS  |  Healthcare  |  Cisco News  |  Skype News  |  Microsoft News  |  AVAYA News
  INDUSTRIES
  VERTICALS
  HORIZONTAL
  PUBLICATIONS
  FREE RESOURCES
  INTERNATIONAL
  EVENTS
  ABOUT TMC
  COMMUNITIES
TMCnet CHANNELS
#1 VoIP Enabler: Risk-free, Quick & Easy Deployment
3G, VoIP & IPTV Performance Management
Advanced Carrier Services
All-in-one IPPBX
Appliance Deployment
ATCA
Auto Dialer
Billing
BPA (3rd Party Remote Call Monitoring)
Business Automation
Business Phone Systems
Business VoIP
Call Center
Call Center Certification
Call Center Digital Signage
Call Center Furniture
Call Center Hiring
Call Center Management
Call Center On Demand
Call Center Outsourcing
Call Center Scheduling
Call Center Software
Call Center Solutions
Call Center Training
Call Center Workforce Management
Call Monitoring
Call Recording
Conference Call
Conference Phones
Conferencing
Contact Center Software
CRM Solutions
Dialer
DID/DDI
Digital Signage
e911
E911 Hosted Solutions
Ethernet Extender
Fax
Fax Over IP
HD Conference
Headsets
Hosted Call Center
Hosted Contact Center
Hosted PBX
Integrated Communications
IP Fax
IP Phone System
IP Phones
IVR
Lead Management Software
Master Agent
Mobile Management
Mobile Unified Communications
Mobile Video
NEBS
Open Source CRM
Phone Systems
Predictive Dialer
SIP
Speech Recognition and Text to Speech
Telecom Expense Management
Telecom Training
Telemarketing Software
Virtual Call Center
Virtual Office
Virtual PBX
Voice Broadcast
Voice Management
Voice Over IP
Voice Peering
Voicemail Replacement
VoIP Contact Center
VoIP Developer
VoIP Gateways
VoIP Monitoring
VoIP Robustness Testing
VoIP Test Solutions
VoIPSwitch
Web Conferencing
Web Meeting
Wholesale VoIP
Wireless Expense Management
Wireless Management
Workforce Management
Workforce Optimization
Share
TMCnews
[March 15, 2007]

IP Solutions Focus on Customer Responsiveness

Businesses are embedding IP telephony within their contact centers and decision-makers state they are looking to expand services, not simply replace legacy infrastructure. With this implementation, new features and solutions are evolving that add to the experience of both the customer and center.



"What we have seen is that regardless of the industry our customers are in, they are all looking for ROI in their IP communications solutions," says Greg Royal, Chief Technology Officer of Cistera Networks (News - Alert), a Dallas-based vendor. "They want to see their investment solve problems by deploying features that keep customers, increase customer resolution or attract new business."

Although Quality of Service management has been a long-time standard in telephony, IP communications have allowed contact center management to extend and integrate these functions into other business processes and create improvements. "These recording and QoS tools give us information for coaching sessions with agents. In addition, their performance reviews are tied to the statistics that we get from their calls," says Ken Miller, VP of Accounting and Information Technology at Five Point Credit Union, based in Port Arthur, Texas.



According to Art Schoeller, senior analyst with the Yankee Group (News - Alert), "Contact centers are reluctant to consider VoIP unless there is a clear use case and ROI." Vendors like Cistera continue to push for more meaningful and demonstrable ROI across all vertical industries.

[ Back To TMCnet.com's Homepage ]
Discussions:
Be the first to post a comment on this page!
 
By  
TMCnet
+ Add to the Discussion
Receive more news in your Email
Featured White Papers
Featured White Paper RSS feed
10 reasons to switch to an IP PBX
Satisfy Your Customers the First Time, Every Time
Application Whitelisting: A new security paradigm
view all white papers…
Top Stories
Today's TMCnet Top Stories and News Articles
Plantronics Encourages Hawaiian Drivers to Use Hands-Free Devices Whil…
Comcast's WiMax Bundle Challenges AT&T and Verizon: …
Gartner Positions Expand Networks in the 'Leaders' Quadrant
Cellular South to Offer the Dell Inspiron Mini 10 Netbook
Insight Enterprises Earns MS 2009 Operational Excellence Award for Fif…
more of today's top stories...
Related VoIP News
Latest IP Communitions and VoIP News
Qwest Ethernet Services Selected by the State of Utah
J.D. Power and Associates Ranks Verizon Business Highest in Customer Satisfaction
Cadence GRE Technology Reduces Hitachi's PCB Design-Cycle Time
Coleman Technologies Offers Borderless Unified Cisco Network
Kyrgyzstan's National Telecom Operator Selects Cisco's Technologies

Today @ TMC
Upcoming Events
ITEXPO West 2009
 September 1-3, 2009
Los Angeles Convention Center
Los Angeles, CA
4G Wireless Evolution Conference
 Collocated with ITEXPO
September 1-3, 2009
Los Angeles Convention Center
Los Angeles, CA
view more…
Subscribe FREE to all of TMC's monthly magazines. Click here now.