Upgrading from a TDM-based PBX to a pure VoIP solution will reduce costs and allow for more flexibility, but these changes will also require changes to your business processes before you’ll be able to maximize the benefits of the new platform.
The biggest change will be the ability to use a soft phone instead of a desktop phone. Call centre phones are often big and bulky and require expensive headsets. Soft-phones are a program that runs on the computer. This allows for any standard PC, USB, or Bluetooth headset to be used. Softphones mean that the agent can easily work on a laptop from anywhere, even at home.
As the contact centre solution isn’t tied to phone calls, agents are able to handle other types of customer interactions on the same platform. This can include Twitter and e-mail support. The mixing and matching of “call” types allow the agent’s performance to be monitored with one system.
With the removal of the physical phone lines, calls can easily be routed to different sites worldwide. This allows for global companies to offer 24/7 service without having employees work graveyard shifts. With multiple installations at different colocation sites, disaster recovery is easy and in many cases, seamless.
These new features will require staff to be trained and processes to change in order for the benefits to be fully realized.