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

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