VoIP Call Center

April 09, 2012

New Apps Focus on Increased Functionality in the VoIP Call Center

By Susan J. Campbell TMCnet Contributing Editor

The call center might still have a strong association with telephony technology, but the fact is, more and more people are getting in touch with call centers through websites. The conversion has many referring to a VoIP call center as a “contact center.”

According to this Enterprise Apps Today report, there are several tools that are helping the VoIP call center to achieve better functionality, which leads to improved customer satisfaction. When these tools are leveraged for the benefit of the center, a competitive advantage is realized. 

Empirix (News - Alert), a company that engineers solutions for business performance and VoIP network analytics, has developed a solution for the VoIP call center that helps companies identify and predict key customer, service, and operational trends in VoIP networks and the VoIP call center. Using the tools available in the Empirix analytics, companies gain more insight into their processes.

Another valuable VoIP call center application available today is suited for the employee on the go – Virtual PBX (News - Alert) Complete with VoIP Anywhere allows agents working outside of the traditional call center to take calls over 3G, 4G, and Wi-Fi connections. Agents will get the same functionality through this app as they would in the call center cubicle.

In addition, Fonality (News - Alert) HUD has come up with a cloud-based solution that unifies several types of communications. HUD, or heads up display, ties chat, voicemail, email, unified messaging, and everyday standards like Outlook and Salesforce together to give employees excellent communication ability.

VContactCenter is another app that is cloud-based and helping the VoIP call center to create process management workflows. If your company utilizes multichannel operations, VContactCenter can help.

Multinational clientele has become a more frequent occurrence since globalization started reaching into more countries on more continents. LionBridge helps ease these relations with its real-time translation solution for the VoIP call center.

Moreover, NICE Systems (News - Alert) has developed an app that assists the VoIP call center in determining agent performance. It also assists in making sure the VoIP call center is in compliance with federal and state regulations. It includes a recording tool that helps management capture and manage calls in offices and satellite branches.

To make the best use of agents’ time, many managers at the VoIP call center are having agents take multiple clients at the same time. This is more easily done with chat conferences, but LivePerson (News - Alert), Inc., is offering it for voice as well. It’s a cloud-based platform that allows customers a link to continue their discourse with the agent that last assisted them, which is a valuable tool for customer service.

Call centers aren’t a thing of the past – they’ve just morphed a little into multichannel environments, and these apps can help your VoIP call center to stay on top.


Edited by Jamie Epstein

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