VoIP maturity drives growth
As businesses plan to meet the challenges presented by 2010,
one of the items on many Christmas lists is VoIP (Voice over
Internet Protocol technology), in the contact centre.
Ken Reid of Rostrvm Solutions says, “With the ultimate vision of
Unified Communications in mind and seamless use of multiple
channels, it is no surprise that every single system that Rostrvm
has installed for contact centres in 2009 has included Voice over
IP. Advances in technology have meant that VoIP now offers a stable
infrastructure, enabling many businesses – and not just the largest
– to save on equipment, software, network maintenance and
administration, management and operational costs.”
Call Centres like the fact that IP-based systems can work alongside
existing PBXs and data systems, for cost-effectiveness. Rostrvm can
mix and match traditional (TDM) telephony and Voice over IP in a
single call centre technology solution, providing companies with the
best of both worlds.
rostrvm Switchless Call Centre uses the Session Initiation
Protocol (SIP) as the mechanism for controlling and managing calls
and contacts.
Voice over IP opens up a host of call centre possibilities.
For example, as long as they have high-speed internet/broadband
installed, agents can work from anywhere in the world (for example,
at home or on the move) and yet be part of their company’s virtual
network. They can operate as they would if they were sitting in the
main contact centre – they can even be part of a skills-based
routing system. This provides significant advantages to both
employer and employee as it provides businesses with much greater
flexibility in who they recruit and opening hours, and reduces
overhead costs.
Looking ahead, companies such as Rostrvm continue to roll out the
technology to extend the possibilities for call centres. For
example, the rostrvm ScreenPhone - a
SIP softphone
that converts a multimedia PC and headset into a full-function
telephone, supports call centre activities such as
ACD call
queuing and interfaces to a
predictive dialler
system, rostrvm OutBound.
Furthermore, this Christmas, despite the recession, some businesses
are looking at advanced IP contact centre products which support
customer communications via a wider range of channels from phone to
email, Instant Messaging, SMS, video conferencing and so forth. If
Santa gets it right, it won’t just be the businesses, but the
customers who will be very happy, too.
For further ideas or advice on implementing IP in your contact
centre please call Rostrvm Solutions on 0800 6122 192 or visit
www.rostrvm.com
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