Business Benefits of a VOIP Contact Center


Voice over Internet Protocol (VoIP) contact center technology is gaining momentum with businesses of all sizes.  By having voice and data transmissions on one line, a company can dramatically cut costs while still maintaining high levels of service.

VoIP switches are, generally, less costly and much easier to maintain than the traditional voice systems, including private branch exchanges (PBX) and automated call dialers (ACD).  But, costs are not the only benefits that can be realized from VoIP.  Routing all calls over existing data network lines eliminates the need for separate voice and data networks that were for years the norm in businesses, greatly lowering costs for companies with distributed contact centers.  Phone features that are used in contact centers, such as caller ID, automatic redial, and call forwarding that historically have incurred charges from traditional phone companies, are available free of charge in many VoIP implementations.

With these benefits, a VoIP contact center is becoming increasingly more common.  As the technology becomes more advanced, it offers even more benefits for call centers in organizations of all sizes.  The newest VoIP contact center includes a quick connect function.  With this feature, abandon rates by callers will drop as calls are connected with the agent prior to connecting with the customer to eliminate the lengthy pauses that are common with dialer-generated calls.

Another key business benefit of a VoIP contact center is automatic recording.  VoIP switches support this function so a company can capture an accurate record of all of its phone calls as needed to streamline a business process or resolve disputes.  This is also a good technique for discovering and implementing best VoIP call center practices and training new employees.  The intelligence gathered though this feature can lead to significant improvements in a business’s internal processes.  With a VoIP recording component, the data saved can be organized and used as a training tool and is also the ideal audit trail for customer service orders and other vital information.

In the last few years, as VoIP has become more prevalent, companies have discovered new ways to use VoIP technology to drive sales and improve customer service.  Interactive chat is just one of the tools a business can use to connect a voice user to a data application.  If a prospective client, for example, is having trouble navigating the company website, a representative can break in to their session to ask if help is needed.  Another new application gaining in acceptance is unified communications.  Now a speech engine can be added to the other elements of email, chat, and instant messaging that are designed to access data and find solutions.  Microsoft and other top software vendors have recently added video, instant messaging, conference calls, and other groundbreaking features within their VoIP packages and customer resource management (CRM) products.

VoIP contact center software is based on an independent applications layer enabling businesses to choose from a variety of platforms, including Cisco, SAP, and Microsoft.  It provides contact centers with the ability to use existing telephony networks in conjunction with IP-based networks making it perfect for gradual transitions.  A cell center can use the traditional switching methods for in-house communications while using VoIP for distributed locations and personnel in the field.

Even the largest businesses have switched to the VoIP contact center during the past decade, a trend that is likely to continue and to migrate to the small to medium-size business segment.

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