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VoIP Call Center Featured Article
August 06, 2008
Benefits of the On-demand Format for VoIP Call Center Solutions
By Mae Kowalke TMCnet Contributor
The on-demand, “software-as-a-service” format for application delivery is becoming more popular all the time, especially in the VoIP call center market. That’s because on-demand, VoIP call center solutions are particularly well-suited to meet the needs of organizations that specialize in customer service and sales campaigns.
Quite simply, call center managers seek technology tools that will help the organization’s people excel in driving sales and exceeding customer expectations. Since most companies can now define themselves as “global,” in that they serve customers from all around the world, technology is being utilized to ensure that standards for performance and customer care keep up with market changes.
An on-demand VoIP call center solution can help achieve goals of the modern customer-facing organization when it is designed to be instantly available, on demand, to agents no matter where they are located. Given rising travel costs, and the challenge of serving different time zones, locating agents in various areas makes strategic sense. Picking a centralized system that lets agents log in and have their performance tracked, regardless of where they’re working from, makes a lot of sense.
3CLogic designed its ôBelyx platform — which consists of portal and client components — with just this type of on-demand VoIP call center setup in mind. It can be used by any agent who has a broadband Internet connection, a PC and a headset.
In designing the ôBelyx on-demand VoIP call center solution, 3CLogic developed a list of features that would be most valued by customer facing organizations. These benefits are outlined below.
Instant Setup
With ôBelyx, new contact center accounts can be set up from the site login page. Registration is activated instantly. After that, all that’s needed is to install the required number of licensed dialers to agents’ PCs.
Campaign Creation
Account portals can be accessed from any Web browser, from where tools can be used to quickly create and modify campaigns, upload and assign sales leads and select which outreach methods will be used.
Contacts Tools
After campaigns are created and leads are assigned, agents can begin prospecting right away. The ôBelyx dialer provides phone service from agent PCs over broadband Internet connection, using a headset. While prospecting, agent scan read standard scripts, and save contact notes. This information can later be exported to third-party databases.
Performance Analysis
Keeping tabs on how agents are performing is part of a call center manager’s job. ôBelyx makes offers a variety of reporting tools for analyzing campaigns, agents and leads.
On-demand Structure
Of course, a key benefit of ôBelyx is its on-demand format. The admin tools provided are robust, allowing manager to quickly perform tasks like starting and stopping agents, purchasing usage minutes, and scale seats in response to short term volume changes.
Flexible Deployment
Since ôBelyx runs over the Internet, agents can be deployed in both bricks-and-morter and virtual contact centers (on-site or remote), anywhere in the world. Complete, virtual contact centers, with home-based agents scattered across various time zones, can be created.
To learn more about the benefits of the on-demand model, please visit the VoIP Call Center channel on TMCnet.com, brought to you by 3CLogic.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Jim Cossetta, President, CEO, 4What Interactive, Creators of The VoIPTrainer, brought to you by 4What Interactive (News - Alert).
Mae Kowalke is senior editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Mae’s articles, please visit her columnist page. She also blogs for TMCnet here.
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