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.

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.