Call centers are vital in keeping current customers happy and reigning in new ones. VoIP enables these environments to continue to excel due to the multiple benefits powered by this next-generation technology. But out of all of the VoIP options out there, how can you be sure that you are selecting and then implementing the best option to meet all of your individual needs?
In order to select the ideal offering for your call center, it is vital that you first understand how VoIP functions. Most hosted VoIP providers deliver calls to your phones and software clients without much hassle, allowing companies to completely eliminate expenses associated with being forced to purchase any additional hardware.
Major 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, a recent piece stated.
Getting your VoIP system in place is pain free, and it key to remember that the internal network which encompasses routers and switches must be able to handle an increasing amount of volume. Also, your business will require a SIP-enabled phone to make VoIP calls. And even if you utilize a cloud-based hosted VoIP service, you'll need to be certain that your phones can perform successfully over VoIP.
A PCWorld article pointed out, “Most VoIP systems use session-initiation protocol technology to assign each phone or VoIP software client a specific address; that's how the IP-PBX (News - Alert) routes calls to specific lines. As such, you'll need a SIP-enabled phone to make VoIP calls.”
With a VoIP system in place, employees gain access to a single phone number for all their needs, no matter where they are located. This helps to improve efficiency and cuts the time to takes to complete a project successfully. Furthermore, employees can drive productivity as mobile, remote and distributed workers can now be combined. This enables remote call center agents to work from home without any effect to quality of service which in turn will lover overhead costs for any organization as they no longer need to pay for as large of a facility.
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Edited by Rich Steeves