Article : What’s Impacting The Contact Center – The Evolving Challenges
Today's contact centers have a hierarchical set of needs that impact their success and value. Evaluating these specific requirements and the necessary actions to follow creates a framework for efficient support of customer contact, drives customer satisfaction and trust and helps to deliver contact center best practices.
By deploying IP (Internet Protocol) technology in the contact center, voice calls, e-mails and Web chats can be consolidated into a single network – adding a new layer of network convergence. While it is now possible to add IP to many communications systems, some organizations may incorporate adapters into their contact center systems and others may integrate IP into the fabric of their switch. Either way, incorporating IP technology will enable an organization to generate a profitable contact center via business expansion and overcome challenges such as geographic location, investment protection and customer loyalty.
IP is the transparent means for immediate worldwide connectivity, thus enabling the contact center to stretch geographically – across a campus, across the nation and around the globe. IP transport not only supports a single contact center distributed among multiple sites, but it also supports the distribution of individual remote agents – extending and taking advantage of workforce availability wherever it might be found – from a small rural town in mid-America to an offshore location.
Greenfield opportunities, which make up approximately 90% of the IP opportunities seen by NEC, are attractive for IP Telephony because it offers the opportunity to create a single converged infrastructure. The total cost of ownership is a significant decision-making factor in these situations.
In the replacement market, customers typically require geographic distribution. They may be expanding to new locations or adding contact center capabilities to an existing location. In addition, they find an advantage in converged applications and devices – allowing agents to use soft-phones and desktop applications and to remove space-consuming telephones from their desks. One more advantage is the ability to increase management visibility to the contact center with applications that allow anyone connected to become a "casual supervisor" with real-time statistics and information.
Industry Challenge #1:
Providing full feature functionality in an IP-based
In contrast, customers today must take the opportunity to implement an open system that facilitates migration and best positions them to take advantage of emerging technologies such as IP, but only where and when it makes best business sense.
Industry Challenge #2: Preserving existing investments in times of fast
Industry Challenge #3: Enabling cost-effective migration to IP technology
Is An IP-Enabled Contact Center Worth It?
Yes, IP can ultimately help identify and reach the hierarchy of contact center needs and goals, but still, every organization must consider what solution is most vital for their specific requirements and where it makes the most sense for their business.
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Published: Wednesday, August 27, 2003