VoIP for the contact center

VoIP makes the implementation of a single, integrated voice and data network a far cheaper proposition than implementing separate networks. This also reduces the complications that would otherwise arise if separate networks to be integrated.

A major advantage that VoIP offers is the integration of separate functions and the range of functionalities that it offers. IVR in a VoIP environment is less expensive to implement, voice to text translation, multimedia queuing and routing, and IM make VoIP an attractive enterprise application, particularly for contact centers.

The true scope of VoIP will be leveraged when it starts getting used as a platform for supporting a virtual contact center. This will enable the distribution of the contact handling to anywhere in the organization; thereby ensuring that the right person with the right skill set handles the calls. Experts feel that even though having a central point of contact has its advantages, a distributed point of contact could lead to efficient and effective call handling. It may however lead to increased training costs.

Even though VoIP has existed for around 10 years, it has managed to make an impact on the contact center industry fairly recently. Adoption of VoIP has resulted due to the drop in systems prices, sophisticated voice recording and analytics enable contact centers to learn from each call, these features are further boosted by a reporting function. ....