Vibrant contact centers realize that change and adaptability is a fact of life today. Customer requirements, expansions, compliance, production demands and cost constraints all require fast paced adaptability at almost every level of the contact center.
Adaptability is quickly becoming a critical requirement of any operation. IP contact center technology provides the distinct advantage of helping you meet the challenges of increasing productivity and services while decreasing costs.
New IP standards, such as SIP, are making IP telephony systems more flexible so that they can easily support distributed sites and home-based agents, contact routing over an enterprise, and provide a path to IP communications. New IP solutions can also leverage your existing technology by extending its life while allowing for the introduction of IP technologies.
IP-based contact center software helps you adapt to the unending changes that you face daily. IP systems are designed for adaptability, unlike hardware oriented systems. IP systems provide more:
• Built-in software flexibility to adapt to change… changes that hard-wired circuit switched systems can’t readily support.
• Flexibility and control for managing resources and optimizing traffic.
• Call controls so that agents, both on-site and remote can effectively manage interactions with customers.
Advantages of a tightly knit software suite
Today, we’re seeing a new generation of software applications that work together as elements of a tightly knit IP software suite. In addition to flexibility, the new IP systems excel in taking all types of interactions such as inbound outbound voice, web and email and bringing these together within a common communications platform that allow you to better serve and understand your customers.
A new generation of contact center software
We’re finally seeing the capabilities in contact center software that we’ve all wanted for years. The new capabilities are truly exciting and include:
• An IP model is designed to support multi-location, distributed or home-based agents. Since connectivity is based on soft IP connections and SIP-based applications, distributed and remote agents are accessible any place and any time, and often through the Internet.
• IP systems provide visibility and control for your agents and project resources where ever they are located. You can effectively manage both premise-based and remote agents and operations equally well.
• The IP contact center is based on integrated IP software and is made for multi-media which allow you to provide customers with the contact method that they prefer. IP contact center solutions are designed to handle all contact types: emails, voice, text and Web through the same integrated IP software and communication channels.
• Integration with CRM and back-office systems is easier to accomplish. The new IP application suites are based on the latest software standards including SIP, .NET, and plug-in technology, facilitating straightforward application integration.
• IP contact center scalability is based on software, not physical telephony connections as in most traditional hardware systems. IP centers can range from a few agents and easily scale to thousands of agents as well as include remote agents and distributed sites.
• The new IP systems provide a straight forward migration path to IP. These IP solutions are designed to integrate with existing technology which provide extended life for current investments and a clear path to IP interaction management.
To learn more about IP contact center solutions, contact Amcat at 800-364-5518, email us at smart@amcat.com or visit our web site at www.amcat.com.