When it comes to the benefits of VoIP, contact centers probably can reap more rewards than companies in other industries. (Some of the benefits include reduced costs, increased profits, enhanced customer satisfaction, and better support for remote agents.) But there are some critical issues affecting any contact center’s decision to make the leap to VoIP.

 

These issues are the topic of a session titled “Benefits of IP in the Contact Center,” to be held at the Call Center 2.0 show (co-hosted with Internet Telephony Conference and EXPO West, Oct. 10-13, 2006, in San Diego). The session is being presented by Leigh Fatzinger, Vice President of Marketing at Citel; and Gia McNutt, CEO at SOS.

 

The session will be held October 12, from 2:00 to 2:45 p.m.

 

For “Benefits of IP in the Contact Center,” Fatzinger and McNutt examine the benefits of VoIP, but also potential barriers to adoption for contact centers—such as concerns about reliability, security, and scalability. The presenters will speak about which companies in the contact center arena are adopting VoIP, and what has worked (or hasn’t worked) for those companies. A customer case study is included to illustrate the benefits of VoIP.

 

Attendees who are interested in learning more about this topic can visit Citel’s TMCnet.com channel, Hosted IP.

 

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