Posts Tagged ‘Voice Over Internet Protocol’
PRIMUS Telecommunications to Present at the Barclays Capital 2010 High Yield Bond and Syndicated Loan Conference
MCLEAN, VA — (MARKET WIRE) — 03/17/2010 — PRIMUS Telecommunications Group, Incorporated (OTCBB: PMUG), a global facilities-based integrated communications services provider, will present at the Barclays Capital 2010 High Yield Bond and Syndicated Loan Conference on Friday, March 26, 2010 in Phoenix, AZ.
Thomas R. Kloster, Chief Financial Officer, will present at 9:10 AM MST – 9:45 AM MST. Read the rest of this entry »
VoIP Contact Centre Solutions for the Next Generation Contact Centres
Call centres were termed so because in their initial days they only used to receive voice calls over the telephone. But the explosion in communication mediums and the emergence of the Internet as one of the primary modes of interaction has propelled call centres towards handling two-way interactions over Web in the form of chat and e-mails. The name “call centre” no longer encapsulates their core area of operations. Hence, the better name for them now is “contact centre”.
In their task of handling multitudes of interactions over so many communication media, they are assisted greatly by a suite of software programs known as contact centre solutions. Some examples of such software are automatic call distribution systems, telephone call routing software, predictive dialler, VoIP call control, etc.
The new generation of contact centre solutions puts customers at the heart of the business operations. Modern contact centres now offer their clients value-added services such as one call resolutions, good relations between agents and customers and round the clock customer care with a whole lot of other services which were not available earlier.
This new generation of contact centres include the VoIP based contact centres. Let’s see what they are and how they are making a difference to their client’s operations.
VoIP based contact centres
These are the next generation of contact centres that handle calls over Internet using the Voice over Internet Protocol (VoIP). The calls are routed over the Internet using packet switching technology, and the VoIP contact centre solutions provide intelligent routing or data transmission.
Since they are Internet based, VoIP based contact centres provide wider scope in telemarketing, e-mailing, instant messaging, etc. Moreover, because of the low cost of operations, even small sized contact centres and start ups can make it big if they opt for the right VoIP contact centre solutions and manage their resources well.
Key Features:
• Screen pops which help agents retrieve information in real time.
• Intelligent call routing which utilises an up-to-date customer database and where callers get the agent best qualified to address their needs.
• Agents working from their homes and other geographically scattered sites.
• A central office that manages the entire call turnover taking place at multiple locations.
• Real-time monitoring of calls and the agent performance to improve efficiency and recognise weak areas.
• Multiple reports charting out call history and agent performance.
• Scalable and flexible telephony user interface.
Key Benefits:
Some key benefits of a VoIP based contact centre are:
• There is no need to significantly alter the existing infrastructure. So this next level technology can be implemented without heavy investments. Existing PBXs and contact centre solutions can be easily adapted to VoIP environment without heavy expenditure.
• VoIP contact centre solutions can be deployed seamlessly without disturbing the ongoing operations; there are multiple deployment options available and hybrid configurations of VoIP and traditional telephony can be easily created.
• After successful deployment the resultant converged voice-and-data infrastructure significantly saves costs and improves efficiency of the agents besides increasing the monitoring and managing capabilities of senior management.
• Since with VoIP contact centre solutions, the staff can work from multiple locations, even their homes, significant savings are achieved in terms of acquiring and maintaining the physical infrastructure.
• Intelligent routing and VoIP call control enables the calling customer to get the best service resulting in overall customer satisfaction and increased goodwill.
In their task of handling multitudes of interactions over so many communication media, they are assisted greatly by a suite of software programs known as contact centre solutions. Some examples of such software are automatic call distribution systems, telephone call routing software, predictive dialler, VoIP call control, etc.
The new generation of contact centre solutions puts customers at the heart of the business operations. Modern contact centres now offer their clients value-added services such as one call resolutions, good relations between agents and customers and round the clock customer care with a whole lot of other services which were not available earlier.
This new generation of contact centres include the VoIP based contact centres. Let’s see what they are and how they are making a difference to their client’s operations.
VoIP based contact centres
These are the next generation of contact centres that handle calls over Internet using the Voice over Internet Protocol (VoIP). The calls are routed over the Internet using packet switching technology, and the VoIP contact centre solutions provide intelligent routing or data transmission.
Since they are Internet based, VoIP based contact centres provide wider scope in telemarketing, e-mailing, instant messaging, etc. Moreover, because of the low cost of operations, even small sized contact centres and start ups can make it big if they opt for the right VoIP contact centre solutions and manage their resources well.
Key Features:
• Screen pops which help agents retrieve information in real time.
• Intelligent call routing which utilises an up-to-date customer database and where callers get the agent best qualified to address their needs.
• Agents working from their homes and other geographically scattered sites.
• A central office that manages the entire call turnover taking place at multiple locations.
• Real-time monitoring of calls and the agent performance to improve efficiency and recognise weak areas.
• Multiple reports charting out call history and agent performance.
• Scalable and flexible telephony user interface.
Key Benefits:
Some key benefits of a VoIP based contact centre are:
• There is no need to significantly alter the existing infrastructure. So this next level technology can be implemented without heavy investments. Existing PBXs and contact centre solutions can be easily adapted to VoIP environment without heavy expenditure.
• VoIP contact centre solutions can be deployed seamlessly without disturbing the ongoing operations; there are multiple deployment options available and hybrid configurations of VoIP and traditional telephony can be easily created.
• After successful deployment the resultant converged voice-and-data infrastructure significantly saves costs and improves efficiency of the agents besides increasing the monitoring and managing capabilities of senior management.
• Since with VoIP contact centre solutions, the staff can work from multiple locations, even their homes, significant savings are achieved in terms of acquiring and maintaining the physical infrastructure.
• Intelligent routing and VoIP call control enables the calling customer to get the best service resulting in overall customer satisfaction and increased goodwill.
Kate Dawson is a call centre administrator and has an in-depth knowledge about contact centre solutions such as automatic call distribution system, telephone call routing software, VoIP call control etc.
10 Productivity Uses for VoIP
Recent research from the USA indicates that VoIP or Voice over Internet Protocol can help businesses to produce radically improved productivity gains. VoIP’s biggest advantage is the vast array of productivity improving features available to any company using VoIP. Here are just 10 uses for VoIP that could help your business to improve productivity:
ONE – Total Control
With the Call Manager feature, you can have a complete employee list for all staff members that are using VoIP. Call any of them with a single click, check missed calls and numbers dialed, call lengths and on some features you can also listen in. This means that if you use VoIP for your contact centre environment, you can maintain complete control.
TWO – Speed Dial
Set up limitless speed dial numbers allowing you to quickly make calls without searching for and dialing in long numbers. One click puts you straight through.
THREE – Do Not Disturb
Undoubtedly one of the most frustrating things in any office is never getting anything done because the phone is always ringing. You don’t want to miss calls, but you can’t have your productivity frequently interrupted. VoIP technology allows your voice calls to be directed to your voicemail without the phone ringing at all.
FOUR – Priority Calls
You may not want to be disturbed, but if you are awaiting a call from a colleague, client or superior, you can set priority alerts, allowing your phone to only ring if called by the person from whom you are awaiting the call. This means you can maintain your productivity levels without missing that vital call.
FIVE – Discussion
If you need to have a three-way conversation between yourself, a colleague and a client, you can have a 3-way VoIP conference call. Since the VoIP system uses the Internet, you won’t have to pay extra for this, nor will you pay extra for calls if your colleague and client are on the opposite side of the world. Improve your ability to interact with others using VoIP.
SIX – Messaging
How often do you receive an important voicemail message but you know that you have to delete it eventually? What if it contains vital information, and you can’t write it down? With VoIP, you can receive your voicemail messages as wav files in your email inbox. Now you can listen to them anywhere in the world, store or share those messages with others.
SEVEN – Out of Office Messaging
You’re out of the office working on-site with a client; you’re not due back in the office until next week. A new lead has just left a message on office phone, and you may miss out on an important chance to convert this lead into a sale. What do you do? With VoIP it’s simple. All you do is wait for VoIP to send you a message to your mobile letting you know that you’ve received a message. Then you login to VoIP on your laptop and check your messages. VoIP means never missing that important voicemail.
EIGHT: Call Chaser
Don’t miss a call. VoIP has two excellent features for this. Option one will divert your calls to all your selected numbers at the same time. Option two will dial each of your select numbers until you pick up. Now you don’t ever have to miss that important sales call.
NINE: Remote Office
When you turn on the remote office function, you can route all of your calls to an alternate phone. So if you want to work from home this week, you won’t miss out. Plus, when you make a call, your work number will appear in the recipient’s caller ID.
TEN: Selective Forwarding
You can establish criteria so that only the important calls are forwarded to your alternate number. This means that you can avoid unnecessary calls and still connect with the important ones.
The rewards of switching to VoIP are real, immediate and compelling. If your business wants to take advantage of the many productivity uses for VoIP, then contact Gradwell to find out how we can help you make the most of VoIP today.
ONE – Total Control
With the Call Manager feature, you can have a complete employee list for all staff members that are using VoIP. Call any of them with a single click, check missed calls and numbers dialed, call lengths and on some features you can also listen in. This means that if you use VoIP for your contact centre environment, you can maintain complete control.
TWO – Speed Dial
Set up limitless speed dial numbers allowing you to quickly make calls without searching for and dialing in long numbers. One click puts you straight through.
THREE – Do Not Disturb
Undoubtedly one of the most frustrating things in any office is never getting anything done because the phone is always ringing. You don’t want to miss calls, but you can’t have your productivity frequently interrupted. VoIP technology allows your voice calls to be directed to your voicemail without the phone ringing at all.
FOUR – Priority Calls
You may not want to be disturbed, but if you are awaiting a call from a colleague, client or superior, you can set priority alerts, allowing your phone to only ring if called by the person from whom you are awaiting the call. This means you can maintain your productivity levels without missing that vital call.
FIVE – Discussion
If you need to have a three-way conversation between yourself, a colleague and a client, you can have a 3-way VoIP conference call. Since the VoIP system uses the Internet, you won’t have to pay extra for this, nor will you pay extra for calls if your colleague and client are on the opposite side of the world. Improve your ability to interact with others using VoIP.
SIX – Messaging
How often do you receive an important voicemail message but you know that you have to delete it eventually? What if it contains vital information, and you can’t write it down? With VoIP, you can receive your voicemail messages as wav files in your email inbox. Now you can listen to them anywhere in the world, store or share those messages with others.
SEVEN – Out of Office Messaging
You’re out of the office working on-site with a client; you’re not due back in the office until next week. A new lead has just left a message on office phone, and you may miss out on an important chance to convert this lead into a sale. What do you do? With VoIP it’s simple. All you do is wait for VoIP to send you a message to your mobile letting you know that you’ve received a message. Then you login to VoIP on your laptop and check your messages. VoIP means never missing that important voicemail.
EIGHT: Call Chaser
Don’t miss a call. VoIP has two excellent features for this. Option one will divert your calls to all your selected numbers at the same time. Option two will dial each of your select numbers until you pick up. Now you don’t ever have to miss that important sales call.
NINE: Remote Office
When you turn on the remote office function, you can route all of your calls to an alternate phone. So if you want to work from home this week, you won’t miss out. Plus, when you make a call, your work number will appear in the recipient’s caller ID.
TEN: Selective Forwarding
You can establish criteria so that only the important calls are forwarded to your alternate number. This means that you can avoid unnecessary calls and still connect with the important ones.
The rewards of switching to VoIP are real, immediate and compelling. If your business wants to take advantage of the many productivity uses for VoIP, then contact Gradwell to find out how we can help you make the most of VoIP today.
Peter is recognised as one of the UK’s leading young internet and telecoms entrepreneurs, and was recently named by the Daily Telegraph as one of the Changing Faces of IT. Having established the company in his second year of University, in 1998, Peter has delivered a staggering year-on-year organic growth to grow the company. He remains actively involved in the day-to-day management of the business, including hands-on dealings with clients to drive product development, and a focus on marketing and PR to maintain company growth.