Optimizing VoIP for contact centers.

Author:Read, Brendan
Position:COVER Story - Interview

The rapidly approaching future for voice calls into and out of contact centers is VoIP (Voice over Internet Protocol). It promises and delivers lower costs, greater flexibility and simple single-pipe integration with data and voice, and hosts versatile unified communications systems. VoIP supports customer-satisfying and more audible higher quality voice compared with circuit-switched PSTN/TDM services.

VoIP is delivered to customers' premises through SIP trunks over the Internet on broadband or on traditional data T1 circuits, which are significantly less expensive than voice lines or voice T1s. There are a wide range of VoIP providers, with new SIP trunking providers emerging into the marketplace, along with the current major PSTN/TDM carriers.

Ben Navon is president and ceo of Optimized Business (www. OptimizedBusiness.com), which provides voice, data and VoIP services to enterprises of all sizes including their contact centers. Ben forged his firm in 2003 out of the need in the market for a free service to assist business owners with telephony services and products.

Ben has over 20 years of extensive experience in the contact center and telecommunications industry. Ben's background includes successfully designing and building contact centers and driving multiple call/contact centers to extreme success by using many telephony and cutting edge techniques. His involvement in all areas including data and voice circuits, CRM design and development, new VoIP technologies and using other techniques to improve conversion ratios has created multimillion dollar operations.

Customer Interaction Solutions recently interviewed Ben to get his insights on "Optimizing" VoIP for contact centers, including a look at the new offerings that his firms are rolling out.

CIS: What changes are you seeing that are encouraging contact centers to use VoIP?

BN: There are three key factors: affordability, reliability and innovative technology.

There is a growing competition in the industry that is leading to lower prices for VoIP services, SIP trunking and data circuits, as more telephony customers, including contact centers, realize and are exploring the advantages of VoIP. Another of the big benefits besides costs savings is the ability to easily modify call flow between contact centers, skill groups and queues and even home-based agents. While PSTN requires a professional to make changes to call flows, and in most cases these changes cost money and take time to...

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