A VoIP call center is a combination of elements responsible for the effective communications between a company and its clients or customers. Ranging from the phone system and the hiring process to the call recording and analysis, a VoIP call center infrastructure boasts a whole load of features in it. Each of these components is integral to the functioning of the call center; a small glitch in any one of these could affect the performance of the entire call center.
Thanks to their affordability and efficiency, VoIP call center platforms are gaining popularity among all types of organizations. A recent report, in fact, indicates that the growing popularity of social networking services and a growing array of mobile devices like smartphones and tablets are driving the demand for VoIP call centers. To capitalize on these trends, providers are adding a wide range of features and functionalities to their offerings.
The recent report, VoIP Call Centers Adapt to a BYOD World, from Heavy Reading, gives a detailed picture of the VoIP call center market. According to researchers, VoIP call centers continue to evolve from their infancy of simple interactive voice response units into complex communications platforms that enable customers to communicate with customer service over various devices and networks.
The report further states that the growing trend toward Bring Your Own Device (BYOD) strategy is putting pressure on enterprises and service providers, creating the need for complex networks to address the varying communications needs across a wide array of devices including smartphones, tablet and laptops. The phenomenal growth in mobile technologies, combined with the growth in BYOD policies as well as increase in the number of teleworkers, is driving more companies to deploy VoIP call centers.
A significant trend noted by the researchers is that enterprises increasingly view VoIP call centers as a revenue-generating profit center, as opposed to only a customer-support tool. To maximize the potential of call centers, providers must enable users to interact with clients or consumers across the customer's preferred channel, be it voice, IM, chat or social networking.
Edited by Juliana Kenny