TITLE

Enterprise VOIP: Benefits For Today, Positioning For Tomorrow

AUTHOR(S)
Holeman, Brian; Wolf, Ronald
PUB. DATE
August 2005
SOURCE
Business Communications Review;Aug2005, Vol. 35 Issue 8, p36
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
This article discusses various issues related to the benefits for the call centers equipped with voice over Internet protocol (VOIP) networks. The article presents a case study of a financially-grounded VOIP implementation in this regard. Evaluating enterprise VOIP implementation solely on a basis of immediate return on investment obscures a bigger picture. Even though VOIP implementation can produce measurable improvements in areas such as toll cost reductions, least cost routing and expenses triggered by previous generations of incompatible equipment, its real contributions often lie just beyond the immediate P&L horizon. This VOIP implementation produced a truly converged network while simultaneously delivering a best in class contact center capability. The company is now strategically positioned to continue deploying contact center applications that will improve the customer experience and optimize the company's ability to deliver it. Equally important, the converged network strategically positions the company to take advantage of forthcoming convergence technologies and standards to support a constantly changing mix of business goals.
ACCESSION #
17848518

 

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