Role of VoIP in contact centers

Role of VoIP in contact centers

by Kristen Kiya

The contact centers are one of the biggest beneficiaries to avail the inherent benefits of VoIP services. In addition to well documented cost efficiency and increased productivity, the contact centers also reap more benefits from the IP services such as flexibility, scalability and security as well. As a matter of fact, these services can also be used to monitor and guarantee call quality in a hybrid network environment.
The VoIP based call centers are more cost efficient as long distance or ISD calls can be made at significantly lower rates. Moreover, with the internet telephony services, the users in call centers around the world can enjoy seamless connectivity - that was previously only available to those residing at specific locations. Thereby, with the help of advanced contact centers solutions, the businesses can continue to expand their operations across geographical boundaries.

Earlier the Voice over IP services were used as voice-only solutions for handling customer calls, but now these have evolved to encompass sophisticated skills as well. The newer version of call centers are based on routing and multi-channel contacts that have widened the scope of the contact center solutions in various spheres such as telemarketing, e-mailing, instant messaging and online communication.

Regardless of size, the business VoIP solutions in contact centers integrate IP functionalities such call forwarding, call redialing, text messaging, ID caller and many more under a common platform. It can be said that the role of VoIP in contact centers has improved. Quite a few benefits of internet telephony in the call center environment can be mentioned in this context:

1. Extension of service hours: With the help of internet telephony services & VoIP solutions, the contact centers can expand their employees' shift accordingly i.e. 24 x 7. As a matter of fact, depending upon the time preference, employees of can opt for any shift.
2. Enhancement in organizational productivity:The contact centers can make sure that their employees remain comfortable. As a matter of fact, some employees feel comfortable when they are working from home rather than in a office environment. The IP based centers ensure that their employees can work flexibly, as this will results in better productivity.
3. Less capital investment: The Voice over IP based contact centers require less capital investment on infrastructure compared to PSTN solutions. In the contact centers, one requires specialized products and services that are available at minimal rates.
4. No geographical constraints: The voice over IP services in the newer call centers allow the users to enjoy the feature of scalability. As a matter of fact, employees can work from anywhere across the world. Moreover, employees enjoy the freedom to locate or relocate as they are backed with job security with these innovative services. Not only this, global talent can be used to in the centers to increase the productivity.

To conclude, the VoIP solutions are considered as perfect applications for contact centers or call centers because these enable a seamless connectivity, even in the remote locations. Moreover, the employees feel an essence of ease and comfort while using such solutions.