Reducing the cost of virtual contact centres

Reducing the cost of virtual contact centres

The traditional view of the call centre as a specific place where customer contact takes place is becoming outdated. Increasingly customer interactions happen throughout an organisation combining front-line contact management in multiple locations and back-office support functions.

An important element in any call centre deployment, and particularly in a distributed ‘virtual’ environment, is the cost of bandwidth. To help reduce this cost support for the G.729 codec has been added to rostrvm. G.729 is the lowest bit rate ITU-T standard with toll quality, which means that network bandwidth use is optimised.

Lindsay Brown, Technical Director, Rostrvm Solutions commented “This new rostrvm release continues our strategic commitment to Internet Protocols (IP) as the key central driver for substantial change in the technical deployment and operational functionality of the Call Centre. For more than five years the rostrvm call centre platform has delivered leading-edge call centre facilities such as ACD, IVR, intelligent call routing and predictive dialler facilities via Voice over Internet Protocol (VOIP). More specifically rostrvm supports the Session Internet Protocol (SIP).”

Brown continued “rostrvm adds structure and control to contact processes wherever is happens. Adding low-bandwidth codec support helps our customers to optimise the operational cost of customer contact”.

2009-06-16T07:13:44+00:00