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

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014

Xerox Virtual Customer Care Agent Soon to Enter the Market

Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. [ Read More ]
10/29/2014

Cyara Partners with GlobalNet

Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. [ Read More ]
10/29/2014

The Personalization of Patient Care

There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. [ Read More ]
10/28/2014
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!