Enterprise VOIP: Benefits For Today, Positioning For Tomorrow

Holeman, Brian; Wolf, Ronald
August 2005
Business Communications Review;Aug2005, Vol. 35 Issue 8, p36
Trade Publication
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.


Related Articles

  • Hosted Contact Centers: An Emerging Solution. Bernett, Howard G. // IT Professional;May/Jun2005, Vol. 7 Issue 3, p39 

    The generation of hosted call center solutions provides the multimedia customer service channels that organizations need in the emerging internet-protocol environment. Despite the importance of customer service, establishing and operating a call center in-house is beyond many corporate and...

  • The Next Wave: IP Contact Centers. McGee-Smith, Sheila // Business Communications Review;Aug2005, Vol. 35 Issue 8, p29 

    This article reports that business enterprises are becoming more willing to consider voice over Internet protocol (VOIP) in the contact centers. In the late 1990s, the Internet explosion had pundits forecasting that the need for the Web-based customer service and sales support would drive...

  • Call centres get automation boost. Els, Frik // Finance Week;7/20/2001, p51 

    Discusses the impact of call center-based Internet telephony and customer relationship management on the customer-service initiatives of companies. Cost savings from the personalization, profiling and authentication of customer information on the Internet; Levels of self-service allowed by a...

  • Mitel upgrades call center software. Greene, Tim // Network World;3/13/2006, Vol. 23 Issue 10, p21 

    The article reports that Mitel Corp. has upgraded its call center software in the U.S. The software to be upgraded includes the Mitel Visual Architect, a management software that gives supervisors a map of an automated call distribution configuration and the ability to modify the configuration....

  • Calling all customers. Neil, Stephanie // PC Week;09/14/98, Vol. 15 Issue 37, p63 

    Reports that companies are adding Internet and computer telephony software to their corporate call centers as a way to retain and extend customer relationships. The example of Oppenheimer Funds Inc., which combined its Aspect Telecommunications Inc. automated call distributor system to...

  • Web Connection Cuts Call Center Costs. Sullivan, Kristina B. // PC Week;10/26/98, Vol. 15 Issue 43, p109 

    Discusses the use of computer telephony integration to connect customer services to the World Wide Web. How the Web is changing call center and help desk services; The immediate feedback that Web customer services offer; Why Web interfaces are becoming the method of choice for customer support;...

  • VoIP Driving Benefits for Customer Care Providers. Dundon, Kevin // CRM Magazine;May2004, Vol. 8 Issue 5, p33 

    Discusses the benefits provided by voice over Internet Protocol (VoIP) for customer care providers. Benefits of the IP Voice revolution for contact centers; Substantial savings that can be derived with VoIP; Possibility of true integration between computing and telephony systems with VoIP.

  • VoIP in the Contact Center: Another Fad or Here to Stay? Bailor, Coreen // CRM Magazine;Oct2004, Vol. 8 Issue 10, p15 

    Focuses on the increased use of Voice over Internet protocol (VoIP) in contact centers. Reasons of call centers for adopting VoIP; Implications of VoIP to call centers; Factors that could hinder the growth of VoIP in call centers according to Art Schoeller, senior analyst, customer relationship...

  • Call Center Math. Levey, Richard H. // Direct;6/1/2006, Vol. 18 Issue 6, p5 

    Explains how to measure the return on investment (ROI) at a customer service call center. Tool to determine the average value of all customers; Significance of the ROI figure for direct marketers; Importance of the ROI measurement for the call center representatives.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics