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

Contact Center Solutions Week in Review

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!