Benefit of IP Contact Center over a Conventional Call Center

A competent client call-service has been a problem for many years already. Call-center service history on track long before VoIP and Unified Communications technologies appeared on the scene.

First thing is call-centers were based on traditional analogue phone systems. Operators worked in vast offices, with their phones allied to a PBX with call-center software.
Speedy computerization process of the late 80’s - early 90’s direct to a computer-to-telephone integration (CTI) that in its turn made possible integration of the call-center service with CRM-systems and other venture software.

Lastly, with the emergence of VoIP and Unified Communications technologies, call-centers were switched to IP-platform and call-center software obtained new features that allow processing customer requests received by e-mail, internet and so on. These all lead to the creation of IP Contact Centers that today dominate the IP-telephony networks market.

IP Contact Center – the Advantages of VoIP

The main aim of the IP Contact Center is to provide the business with an integrated platform dealing out all the client requests regardless of its source.

Another plus of an IP Contact Center is its geographical independence in deployment - the operator of your contact center only needs to be connected to your enterprise LAN to recognize and process client requests.

As an IP-Contact Center processes all the client requests with a unified IP-platform, it allows you to unify the client service business processes and manage them centrally. With a unified IP Contact Center, you don’t have to support several business processes for processing client requests, received from several sources.