Migrating into VoIP Communications
I came across this great blog post by Cara Knight of AT&T. It talks about the benefits of expanding your voice services into the newest technology, Voice Over IP. Read the article below:
Customer service using voice communications has come a long way since the 80’s or even the 90’s. We have seen a movement from toll bypass to voice and data combination to VoIP (Voice over Internet Protocol). Today you can carry quality voice and data on the same circuit and benefit from networks that integrate signaling intelligence and advanced capabilities. So not only do you gain benefits from the network but you can extend these benefits to employees, customers and partners to help drive business productivity through advanced applications such as Unified Communications.
For example: A distributed brick company has locations across the southeast. Although they have call center representatives, due to the rapid turnover of inventory and specific requests for grade and quality requirements of stone, the representatives often need the advice of an inventory control manager to verify the availability of a product. With the implementation of IP, and unified communications tools, the representative can now determine the location, presence and availability of the nearest expert and communicate with that person directly via voice, pc calling or instant messaging (chat) providing a much more satisfying customer experience.
As we prepare for the future, additional productivity tools come into play. Many businesses are getting rid of their old, legacy voice services, migrating to VoIP and preparing for the exciting benefits that will be realized as UC becomes intertwined in our daily business and personal lives.
UC combines tools to make connecting and collaborating easier – building on the voice platform, and taking it to another level by incorporating conferencing, messaging and email tools with advanced capabilities – like mobility and presence – to boost the power of real time communications. The human factor involved in any business process can slow things down, and even bring them to a halt. Embedding communications capabilities into key business applications and processes can drive latency out and business efficiency in. Think about:
- Merging intelligent call routing with Customer Relationship Management (CRM) apps to find the right agent for the problem at hand.
- Integrating order processing apps with presence to quickly locate a sales contact for questions.
- Seamlessly transitioning a call from your desk phone to your mobile device and vice versa.
It can all add up to faster cycle times, rapid revenue capture and more satisfied customers.
The Maynard Group
Link to original article: http://networkingexchangeblog.att.com/technology/extending-the-benefits-of-the-network/