Know more about VoIP in the field of contact center solutions

Know more about VoIP in the field of contact center solutions

by Kristen Kiya

The newer version of call centers or customer contact centers has emerged as a primary channel that provides information, technical assistance or customer services to users or clients. The VoIP based contact centers enable the users to enjoy longer distance calls at significantly low rates. The VoIP contact center solutions opt for intelligent routing or data transmission. As a matter of fact, calls are routed over Internet using the packet switching technique.

To enhance the sales and market shares, VoIP based contact centers have refined their marketing strategies. Considering this fact, contact center solutions have widened their scope in telemarketing, e-mailing, instant messaging as well as online communication. With the application of IP solutions in these centers, users or clients of small and medium sized organisations are able to grow instantly without investing exorbitantly on equipment. As a matter of fact, these solutions provide numerous benefits to users or clients alike

1. Extension of service hours: This VoIP solution is beneficial for the clients or users; they are able to expand their shift 24x7. With the VoIP contact center solutions, clients can easily manage their employees based on their time zone. Therefore, depending upon the work time preference, employees of contact centers can opt for any shift.

2.Enhancement of productivity: The call center solutions ensure that the users can remain comfortable in whatever that they are doing. As a matter of fact some employees give better productivity when they are working from home rather than any other environment. Therefore, VoIP based centers provide these solutions to their employees to be at ease; this in turn results in improvement in productivity.

3. Lowering the need for capital investment: The VoIP based call centers provide their clients the flexibility to invest less capital on infrastructure compared to PSTN solutions. Moreover, in the contact centers, global talent can be used to increase the productivity.

4. No geographical limitations: The IP based services in these centers allow users to work from anywhere across the world. Users enjoy freedom to locate or relocate with the security of these innovative services.

To conclude, VoIP in the field of contact center solutions provides technical assistance or customer services to their users, as and when required. Thereby, users feels an essence of ease and comfort while using the VoIP solutions.