VoIP Call Center

VoIP Call Centers and the Many Benefits They Can Bring to Your Business

By Jamie Epstein TMCnet Web Editor

Modern day call centers leverage VoIP solutions to enable agents to multitask and complete many highly important time-sensitive tasks including monitoring email and online communications including IM, responding to email inquiries, taking place in Web chats, sending faxes, and transmitting text messages from cell phones.

An article featured on VoIP-News.com (News - Alert) highlights the ways in which VoIP-based call centers work, revealing, “Companies can choose from a variety of technologies to get a call center up and running. Hosted or on-demand solutions are among the most popular with pay-as-you-go models that eliminate substantial up-front costs and ongoing operational expenses. What’s more, the on-demand delivery model offers unprecedented flexibility, allowing companies to add and subtract functionality with minimal risk and at reasonable cost. Growing businesses can also rapidly change operational size to meet their fluctuating needs. Hosted solutions additionally allow companies to better manage agents and their activities, regardless of their location.”

With an IP contact center in place, operating costs can be cut, while efficiency and productivity can be ramped up. Also, a much higher degree of scalability is allotted for which enables these call centers to meet increasing demands seen during peak time periods.

The article added, “By integrating your call-center telephony with a CRM application, for example, a company can create a seamless user interface, enhanced customer interaction, first-call resolution of issues and increased agent productivity. That’s because the marriage of call center technology and CRM links inbound and outbound communication channels with consumers’ historical data, such as buying patterns and product preferences, for a complete view of a customer.”

 A predictive dialer, routing, and email management are all add-ons that any call center that implements a VoIP infrastructure can use to optimize operations.

PowerNet Global, an extremely well known provider in this space, offers users a fully customizable portal that allows them to closely analyze vital business operations including ASR/ACD statistics, as well as credit balances.

In fact, the company’s NetDialer which is an outbound dialer long distance service, has been created from the ground up with outbound call centers in mind that are search of a cost-effective, reliable solution for their business. Boasting a stable network with local 24/7 NOC (News - Alert) support, and on-staff voice engineers, the VoIP call center provider fully supports all standard codecs.

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