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Industry Research : Contact Centres Embrace VOIP
One of the growing trends in the contact centre industry is the move towards voice over Internet protocol (VOlP) as means of reducing costs.
This is according to Ebrahim Dinat, chief operations officer of Ocular Technologies, who adds that it is even more feasible to have distributed contact centre architecture of networked call centres through efficient use of VOIP networks.
To find out about the latest technology trends and challenges in the contact centre industry, ITWeb, in partnership with Ocular Technologies, is conducting a Contact Centre Survey. Among other issues, the survey seeks to dig deeper into the uses of unified communications (UC) and to what extent VOIP is being used in contact centres.
"VOIP enables contact centres to make use of applications such as UC automated agent-less outbound dialling and enhance call routing," states Dinat.
He adds that the landing of the SAT-3 cable, Eastern Africa Submarine Cable System and Seacom cables will drive bandwidth costs down for contact centres that have offshore customers.
"That will make the business case for VOIP even more compelling and help drive growth in the local call centre industry."
He also believes it is beneficial for contact centres to have a UC strategy in place. "If you think about it, the contact centre is the most logical place for the initial use of UC in the enterprise."
Social media integration is another big trend in the industry and allows customers to bring social dialogue to the contact centre, he adds.
However, he notes that local contact centres are not a suitable outsourcing destination yet because of high telecom costs.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, August 29, 2011