New vs old technologies

Contact centers operate either on traditional or IP technology. Traditional call centers use time division multiplexing (TDM)-based technologies. IP contact centers differ from traditional circuit-switched operations in that voice traffic is converted into packets of data and carried around the contact center (or between contact centers) on a data network, rather than a voice network. The IP contact centers are running on two types of architecture: IP-only and hybrid, where both IP and traditional TDM infrastructures are used.

There are many reasons to consider changing from a traditional to an IP contact center, including:

• IP enables virtual contact centers, homeworking and the remote office model

• IP promotes the successful take-up and management of multimedia customer interactions

• More affordable functionality is made available to smaller contact centers

• IP reduces the cost of maintaining two networks

• There is more flexibility to add and change agents in an IP environment

• There is a reduction in call charges between sites via IP trunking

• IP supports  to reduce staff attrition through allowing flexible working

• The boundaries between contact center and the wider business are breaking down, and IP is a common theme across all parts of the enterprise

• IP infrastructure may be cheaper to upgrade than a circuit-switched platform

Video contact centers are growing popularity both in self-service applications (one-way video contact) and in interactive contact (customer-agent video call). Key features of such interactions are:

• the self-service experience is faster and more interesting

• personalization - visual agent interaction may enhance trust

• improved communication - a picture is worth a thousand words - reducing call costs

• higher customer perception of the level of service

• new revenue streams from advertisers

• 'voice to video' switch enables agents to demonstrate a solution to a person visually

The virtual contact center consists of many operations which are linked together so as to be viewed and managed as a single contact center. Virtual contact centers offer:

• larger pool of skills available

• more balanced work across contact center locations

• easier and more flexible scheduling

• global coverage

• offer 24/7 availability

• dynamic choice of outsources


Learn More About: 

The media techniques for lead acquisition

Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.