IT Trends

How IP Telephony Improves Contact Centers


IP telephony works over the Internet. Nowadays the vast majority of contact centers use it, given that it allows to cut costs in terms of installation and resources, as well as to streamline contact and communication.
When adopting digital telephony, companies can build their infrastructure with greater ease and optimize their means for communicating with customers and staff members. They can integrate agents from different branch offices into a single unified telephone network including advanced applications like IVR and other online contact channels. With this technology, calls can be dialed and received either through softphones or IP phones connected to computers.

The Need for Connection

Conventional or analog phone systems cannot meet the communication demands and needs of modern businesses. This is mainly because, according to multiple leading telecom providers around the world, the volume of data traffic has quickly surpassed that of voice traffic. Data-based networks enable to support new functionalities offered by the Internet like video, VoIP, virtual desktops, and many other features that can boost productivity at work.
IP telephony proves to be the best option for contact centers’ operation thanks to its large number of benefits, which include:

  • Quick, easy installation
  • Better mobility and connectivity
  • Online call recording
  • Integrated applications (CTI, CRM)
  • Reduced operating costs
  • Unified communications
  • Improved Average Speed of Answer (ASA)
  • On-demand scalability

These characteristics have led to an increase in the percentage of contact centers that transition to IP telephony. However, in order for contact centers to enhance their workflow, they need tools that interoperate with their technology. They can use software to take full advantage of digital telephony; for instance, predictive dialers that place several calls concurrently, CRM platforms that organize contacts, and applications that record calls and customer interactions across agent workstations.

In conclusion, IP telephony is a profitable resource for companies and contact centers as it gives them access to a sophisticated call management system without having to incur great expense.

Nuxiba developed a service that includes both IP telephony and software. CenterWare Total is the only option in the market where you get everything you need from a single provider and no license fees.

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