IP Contact Centers

Why IP Contact Centers?

1. All communication mediums should be available converged into Call Center Agent Desktop , that is Convergence.
2.Convergence of different media is strengthened by networking of systems, which in today’s world is IP based, as predominately all systems comply.
3.Convergence of Voice/ Data /Fax /Email /Chat is achieved hence by IP based Contact Center Solution available together in Call Center Agent Desktop

What to Keep in mind?
1.Customer since has many options cannot be restricted to one and given the choice to use any of them , the contact center system cannot be fragmented nor integrated but need to be more converged.
2.Interoperability of implementation and technological platforms needs to be well coordinated in building together such a system
3.Efficient Business process needs to back such an implementation with well planned and trained call center & support staff
4.Need to streamline all these channels and improve customer satisfaction offered through each of them
5.Reduce operational costs in having a system/ methodology / protocol/ architecture which could help in managing/maintaining and administering such a need
6.Completely satisfied customers , with improved customer satisfaction feedback would ensure repeat business and customer retention for longer periods.

Market Signs
1.The whole communication industry is moving towards open standards inspite of proven proprietary standards and reliability for simple reason of global reach
2.As the world is shrinking universal standards not alone in commerce like globalization but also in technology is more and more adopted
3.The first signs to be noticed are independent proprietary vendors especially in quarantined telecom industry have started adopting and embracing by coming together to create common standards / open interfaces / wider forums in looking through the same eyes.
4.Telecom could be an endangered word of the future by its ubiquitous counterpart Data Networking replacing it very soon for computing / networking / integration of various communication systems .
5.All Proprietary vendors have started supporting IP based solutions and procreating IP based product families vis-à-vis legacy based systems
6.Vendors also have started to believe it is easier to build complex intelligent routing/ call handling mechanisms in a converged based solution rather than in TDM based solutions.

How do we do it?

The answer is Convergence not Combination.
Combination of Voice & Data is more of “make-to-fit� solution
Convergence of Voice & Data is more of “made-for-it� solution
You cannot Converge Integrated solutions, you can only further integrate
You can however Integrate Converged Solutions
Call Center Solutions are Integrated
Contact Center Solutions are Converged

Questions Thereof?
1.Should I therefore not rethink my decision on proprietary solution?
2.Eventhough I have benefits , does the disadvantages surpass my advantages in continuing with Proprietary solutions? Both from a customer / vendor/ solution perspective?
3.What if I cant make investment to completely migrate into Converged / IP based solution immediately owing to training / comfort / cost / ignorance?
4.What if I want to migrate in Phases seeing its reliability & ROI in phases before I completely choose to disband existing legacy systems?
5.What if I want to retain a portion of legacy system and still have converged solutions juxtaposed ?
6.Can I still have my multi site location integrated with a full fledged Legacy systems on one such site and converged system on another site working in conjunction for my business?
7.Can a single point administration of my multi site location possible?

Is there a solution already available?

1.If the answer to any of the above question is YES, is there a single solution provider who can give me such a converged solution?
2.If yes, If there are more than one, who or how do I select the solution?
3.What Factors should I look in such a solution?

Selecting the Solution

1.Vendor selection can be based on many factors but one that is compelling in the proven platform of IP based solutions , with expertise in voice communication and track record of proven solutions & customer base reflecting it becomes the favorite.
2.The leader in IP technology and IP based products and solutions with proven strategy on voice should be a factor not to be ignored.
3.The word ‘Cisco’ would ring a bell in IP world even before ‘Voice Over IP’
Cisco existing customer based for its IP network leverages its strength strongly in helping to replace legacy systems with Cisco based voice solutions, which blends with other Cisco IP solutions already existing with its customers.
4.All legacy based solutions which adopted IP are newcomers in the arena eventhough with strong knowledge base on voice communication and call center communication. But the open standards / platform / architecture and interoperability of those vendors has to be time tested and risking to be a victim to test its reliability.