Business VOIP

Call centers are evolving towards the technological break through, VoIP (Voice over Internet Protocol). The reason call centers are making the switch is because of its lower cost and the increased efficiencies. It is estimated by the end of 2007, half of all call centers will be using VoIP software.

VoIP call center software is flexible and can be individualized to match business need. The software is useful for home based call centers and small satellite remote call centers.

Features of VoIP call center software:

• User friendly
• Compatible with modern call center management systems
• Message notification system
• IVR (Interactive Voice Response)
• Affordable
• Versatility

Applications and utilities:
• Predictive dialing-allocates lines to agents automatically to meet pacing goal, available configuration to meet all FCC and FTC regulations, script building, and pre-view dialing.
• ACD (Inbound Call Distribution)-advanced auto-attendant, rollover ACD groups, skills-based routing, and inbound caller data capture.
• Call blending-agents receive inbound calls as well as make outbound calls, automatically adjusts to flow type changes, and call type prioritizing

Virtual call center:
• Agents or call centers are able to be located outside of base call center
• Supervision and control possible-top personal can monitor data and call flow
• Resources centralized-expenses lowered
• International call access-toll costs reduced

Home based call centers agents:
• Launched from anywhere in the word-expands the location agents can be hired from
• Uses SIP (Session Initiation Protocol)
• Full support for remote agents
• Shipping of additional hardware is not needed-agent simply needs windows based PC, high-speed internet connection, and a USB headset.
• Optimal voice quality
• Agent turnover reduced-transportation and location don’t hinder hiring

Call center quality monitoring:
• Seamless and undetectable monitoring-agent will not know when monitoring of desktop activities occurs during a call
• Evaluation-5 categories and 54 criteria are built in
• Generates summaries and reports

VoIP is cost effective and easy to configure. This is a plus for call centers who want to have remote agents and virtual call centers. Call center VoIP software includes multi-media interaction that includes web chat, email, voice, and SMS (short message service). The flexibility that call centers have when using VoIP is the reason more and more call centers are choosing the call center software that is available.