Below is a list of potential benefits from IP-based call center software solutions.
1: Modular Interconnectivity
With IP-based call center software, a call center’s operations can be tied into a company’s other IP-based operations. This means that the call center’s dialer can communicate and share information with a CRM, phone system, email, web, chat, sales, and many other systems. Through the proper implementation of an information gateway, the new call center software can communicate directly with a central server or multiple data servers.
For example: For an inbound call center providing technical support, the agents can enter in a customer’s information and an unresolved issue. This information is shared with a central database. A development department’s software has access to this central database and looks at all of the unresolved issues. If it finds an unresolved issue with a high occurrence, the software sends the issue to the developers. After the developers find a solution to the issue they send it to their software, which then trickles down to the call center’s dialer. This then allows agents to call back customers and provide the solution to the issue.
2: Remote Connectivity
With an IP-based call center, remote agents have the same capability as agents in the same building as the call center server. For security, a remote agent can establish a VPN connection to the call center’s servers and operate exactly as if the agent were in the same room. With the VPN connection, the configuration for Agent software would be the same as a local machine.
This also allows multiple locations to be administered and controlled from a central locations. A call center can have offices across the country and yet still allow each location to operate as one.
3: Telecommunications Options
With modern voice gateways it is possible for call centers to choose the best telecommunications option available. VoIP, SIP, analog, or digital T1 are all among the options available. These options provide scale for a call center software package. A small call center might find better value using an analog gateway for just a handful of agents while larger call centers might choose VoIP or a SIP trunk. This allows a call center to select the most cost effective solution while retaining options to scale up or down as needed.
4: Compatibility
Because an IP-based call center utilizes a standard, all functions can be handled as any other IP-based piece of software. Agents do not need separate headsets as the voice is routed directly to each agent system.
