It is an exciting time for the contact center industry with the non-stop innovation and evolution in technology and telecommunications. The economic shift from ‘bricks and mortars’ to ‘clicks and online’ over the last decade has tremendously increased the technological needs of modern day contact centers. Rapid changes in telecommunications technology have brought critical opportunities – opportunities to make significant improvements in productivity while greatly reducing operating costs. Cutting-edge Internet Protocol (IP) based contact center technology platforms have evolved to the point that highly reliable and full-featured systems are available to businesses of all sizes.
The widespread use of VoIP can be seen daily (we are all familiar with the likes of Skype). However, the availability of such high-grade, quality software is not limited to simply placing and receiving calls. Next-generation call center ACD software, capable of supporting both TDM and VoIP, is available and is delivering groundbreaking advancements to contact centers around the world. Many of these advances are due to the superiority of the telephony platform supporting the next-generation software. For example, the use of Asterisk, the leading powerhouse of IP PBX systems and VoIP gateways, is so pervasive that it can be considered omnipresent. Asterisk has experienced universal acceptance and is a market leader in delivering an enterprise-grade telephony platform at a fraction of the cost compared to the available proprietary telephony systems.
Technology managers now have access to this sophisticated and leading telephony platform for their call centers. It is a great time to evaluate the available contact center technology solutions and to build out a cost effective, sophisticated, next-generation call center technology platform. The right telephony platform with the right call center ACD software will deliver the competitive edge you require. This white paper on Call Center ACD will reduce the complexities, clarify common misunderstandings and provide industry-leading insight into the key components of a successful VoIP call center platform.