VoIP Call Center

VoIP Call Center Space Growing Rapidly in the New Year

By Jamie Epstein TMCnet Web Editor

VoIP is enabling individual users and businesses alike to reduce costs while gaining access to next generation features like SIP trunking, IP PBX (News - Alert), call routing, toll free origination, tier one call quality with high ASR and free call back services. In fact, VoIP-based call centers these days are incredibly important as they serve as the crucial link between agents and both current and prospective customers.

Recently, IBISWorld revealed that nearly 30 million Americans pay for VoIP services and that by 2017, industry value added (the industry’s contribution to the economy) is expected to increase at an annualized rate of 15.3 percent.

The VoIP industry’s overall growth is being driven by various factors, one of the biggest ones being new entrants into the vertical like Google (News - Alert) Voice. It was just revealed by company officials that if you’re in the U.S. and Canada, you’ll continue to be able to make free domestic calls through 2013, something extremely appeasing for a corporation with a strict budget.

In a review, TJ McCue (News - Alert), a contributor for Forbes stated, “If someone is within your Gmail contact list, calling them is just a click away. It is a bit faster than Skype (News - Alert) because of that — you don’t have to figure out their Skype ID or handle, just dial their number or click on their profile. You can do the same on most smartphones, too, by installing the Google Voice app (sometimes called Google Talk or Google Chat).”

Other companies in the space including PowerNet Global power various call center solutions that have created with the sole purpose of reducing costs in an enterprise. Powering a highly reliable network with local 24/7 NOC (News - Alert) support, the company has on-staff voice engineers that can improve the quality of communications taking place at all times. Its NetDialer is an outbound dialer long distance service that allows for short duration (HVSD) calls to take place without any associated duration fees. In the past 18 months alone, NetDialer has seen a 2,300 percent growth in revenue.

The VoIP call center provider recently celebrated its 20 year milestone and in 2012 won not only the 2012 Medical Mutual Pillar Award, 2012 Business Courier Innovations Award, 2012 Cincinnati USA Regional Chamber Small Business Excellence Awards, as well as was presented with the 2011 INTERNET TELEPHONY Product of the Year achievement. By remaining at the forefront of all next-generation technology, PNG is still growing at a tremendous rate even after all these years.

Want to learn more about SIP Trunking and how to integrate it into your current UC strategy? Don’t miss the SIP Trunking- UC Seminars collocated with ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.

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