Contact Center Solutions Featured Article

VoIP in Tandem with Analytics Can Turn Call Centers into Profit Centers

November 14, 2012

It’s the dream of any call center: to transform from a capital-sucking cost center that is a necessary evil to a revenue-generating profit center that helps the business grow. While it’s certainly possible to accomplish, it’s a long, multifaceted project that relies on both technology and sound management.

Many of the highest quality and most profit generating call centers have something in common: they work on multimedia voice over IP (VoIP) platforms that allow them to better understand and manage their operations. These VoIP systems, which offer all-in-one packet capture, allow call centers to capture and monitor calls, analyze and extract relevant data, and put that information to use to improve call center quality, thanks to onboard application analysis software.

While many contact centers have solutions that will let them know when they’re in danger of not meeting service levels or key metrics, very few call centers have solutions in place that can help them precisely pinpoint where and when the error began. It becomes a kind of guessing game to find the root cause, which takes valuable time away from managers. Solutions that can help contact centers drill down into their historical performance at short intervals can put them on the path toward improving operations.

Network testing and monitoring solutions provider Fluke Networks (News - Alert) offers a detailed video on how VoIP and analytics together can improve call center operations.

Because no two call centers are alike, it’s important that analysis of operations can be customized to a call center’s business. Some of today’s more cutting-edge VoIP platforms have customizable filters that allows a call center to capture just the information it needs that is most relevant to its business and its customers.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!