Contact Center Solutions Industry News

[March 15, 2007]

IP Solutions Focus on Customer Responsiveness

Businesses are embedding IP telephony within their contact centers and decision-makers state they are looking to expand services, not simply replace legacy infrastructure. With this implementation, new features and solutions are evolving that add to the experience of both the customer and center.

"What we have seen is that regardless of the industry our customers are in, they are all looking for ROI in their IP communications solutions," says Greg Royal, Chief Technology Officer of Cistera Networks (News - Alert), a Dallas-based vendor. "They want to see their investment solve problems by deploying features that keep customers, increase customer resolution or attract new business."

Although Quality of Service management has been a long-time standard in telephony, IP communications have allowed contact center management to extend and integrate these functions into other business processes and create improvements. "These recording and QoS tools give us information for coaching sessions with agents. In addition, their performance reviews are tied to the statistics that we get from their calls," says Ken Miller, VP of Accounting and Information Technology at Five Point Credit Union, based in Port Arthur, Texas.

According to Art Schoeller, senior analyst with the Yankee Group (News - Alert), "Contact centers are reluctant to consider VoIP unless there is a clear use case and ROI." Vendors like Cistera continue to push for more meaningful and demonstrable ROI across all vertical industries.

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