Call Centre VoIP Connectivity
VoIP Reduces Call Centre Costs
The continued improvements in IP technology mean VoIP is a viable option for reducing call centre overheads. There is no need for network changes, VoIP can be accessed via an Internet broadband connection. Increased connection speeds have helped improve the reliability and quality of VoIP calls.
VoIP phones can be a 'softphone' application on the PC, or a handset connecting with a terminal or PC via ethernet.
Multi Site Agents
Where agents are located across multiple sites, such as remote offices, or are home-based, VoIP can reduce or even eliminate the costs associated with use of PSTN (Public Switched Telephone Network). PhonePresence Call Centre includes PSTN backup, so if there is a fall in the quality of VoIP calls, or a failure in the connection, the calls can be switched to PSTN immediately with no loss of connectivity.
Users connected via PhonePresence Call Centre can enjoy free VoIP calls.
Flexibility
The use of VoIP enhances agent mobility as no reconfiguring is needed. VoIP can be added to existing call centre infrastructure, such as PBX and ACD systems, without major changes.
Supervisors are able to configure the use of VoIP via the web administration.
PhonePresence Call Centre Savings
VoIP can increase the savings already available with hosted call centre technology via PhonePresence. VoIP can also be incorporated into existing call centres, either handling all connections, or used in an overflow situation to direct calls via the most cost effective route to alternative methods of answering.
