VoIP Technology Shows Significant Promise For Call Center Operations
Before plunging into VoIP head first, it’s important that businesses understand just what they are “talking” about when they begin looking at VoIP technology for their call center operations. Understanding these subtleties will ensure proper planning and appropriate decisons. The first key is to realize that “VoIP” is the basic term where cost alone seems to be the driving incentive. But IP Telephony is so much more. Unlike VoIP lite, IP telephony is not simply about cost savings. The benefits of IP Telephony to call center operations include rich applications, enabling mobility, increased productivity, and enhanced business continuity.
DEFINITIONS
VoIP is the basic transport of voice in a packet form on an IP-based data network. It is the transmission of telephony over a data network and offers little in the way of features and functionality. IP Telephony uses VoIP but is a software application suite offering rich feature applications. These often-modular applications lend themselves to cost-effective integration with other applications that share the IP network. Voice and Data Convergence may be defined as the integration of voice and data applications in a common environment. Of particular significance is the integration of communications applications with key business applications. The latter are usually tied to business processes, which are central to an organization’s operations.
IP telephony lends itself to contact centres for the ease of integration with sophisticated multimedia applications as well as computer telephony integration, intelligent call routing and distributed or virtual contact centre applications. The merging of voice and data applications, such as Unified Messaging, is perhaps indicative of where IP telephony as a voice-based application leaves off and convergence starts.
Voice and data convergence may be construed as the coming together of voice and data in a common environment. This simplistic definition belies the significance of convergence. The reality is that converging voice and data enables the integration of voice communications applications (such as teleconferencing and speech access) with key business applications (such as sales force automation and supply chain management). These business applications are predicated on business processes that are the lifeblood of most organizations. By marrying these applications on any network and on any device, the door is opened to deriving new levels of business value.
THE PROMISE OF VoIP
In recent years the number of companies looking to up grade their call center infrastructure via implementation of VoIP technology has grown dramatically. Merging voice and data on a single network and deploying an IP-based contact center platform allows companies to route calls to home and satellite offices more efficiently. This approach is delivering on the promise of helping companies grow their business, apply productivity enhancing applications, and expand call center operations easily and cost effectively. Scaling for growth to new remote service centers is a smooth transition as each is treated as an add-on node to the existing IP network.
Companies can add remote staff to call center queues when needed and can retain key employees by letting them work from home. The entire process can utilize one application to manage all media for routing and reporting across agent locations. An additional benefit is the ability to deliver business applications over this new network when necessary.
Potential hurdles to implementing pure VoIP include preparing the network with switch and router upgrades, replacing all the desktop phones, and upgrading adjunct systems such as voice mail. These are not insurmountable issues and can either be accomplished all at oce (shotgun) or in a phased in approach. However it is accomplished the business benefits far outweigh any initial challenges.
It’s safe to say that the great migration to the IP contact center is well underway. While there are many approaches, vendors and users agree that the decision is not driven by the technology, but rather by business applications that the technology enables. While companies may appear to take very different paths to VoIP, each is able to make the right decision for their current and future business needs from a myriad of solution options.
THE MIGRATION TO VoIP
In general, however, the migration is happening very slowly. Art Schoeller, an analyst at The Yankee Group, says, “The move to IP in the contact center is inevitable but not imminent. The transition from TDM to IP, catalyzed by Cisco, is much like the transition from analog to digital systems, which was catalyzed by Rolm. Like that transition over 20 years ago, this transition will take time. And this one is more complex.”
Where this transition seems to have found it’s lead is among smaller business entities. Most IP contact center installations have occurred in small to midsize businesses (SMB). Many of these SMBs use home agents and remote offices. SMBs tend to be more willing than larger companies to take risks, many are growing, and they are reaping the benefits of flexibility and agility. Seeing this untapped potential larger businesses are begining to follow suite albeit at a somewhat slower pace…..so far.
As of now there are fewer large installations in place, and they are generally multisite, often with overseas positions (including outsourcers). The major system vendors such as Avaya, Cisco, and Nortel all say they have pure IP installations of 2,000 seats or more. That’s impressive…and it works. It won’t be long before the pace and numbers of installations among larger companies grows significantly. They won’t long be able to deny the benefits offered and the potential positive impact on process and cost efficiencies.
“The industries making radical changes are the ones who are suffering the most pain from economic and market forces, such as teleservices [outsourcers], airlines, telecom and high-tech companies,” says Lawrence Byrd, a convergence strategist at Avaya. “These companies are seeking substantial cost savings from infrastructure consolidation, for example reducing 30 separate [automatic call distributors] to one or two, moving away from the complex and expensive network routing architectures of the 1990s, and intelligently routing the right customer to the right agent, wherever they are.”
“These companies understand that they must make more significant investments in network optimization, as well as changes to their business processes and how they manage their people. But they are willing to do so for the payback offered. IP telephony in the contact center is the technology enabler for such transformation,” he says.
THE TRENDS FOR VoIP
Today, many of the large call center installations – those exceeding 200 seats – are hybrid solutions, some sites are TDM, some are IP. Companies use IP trunking between sites and IP to some desktops, for example, at new sites or sites where the switch has been upgraded. The traditional PBX can serve as a gateway, converting between TDM and IP.
Businesses with multiple locations are turning autonomous sites into satellite sites, significantly reducing the numbers of servers, applications and licenses required for functions such as routing, reporting, Computer Telephony Integration (CTI), quality monitoring and workforce management.
Another trend is higher adoption rates in Europe/Middle East/Africa and Asia Pacific. North America is generally slower to adopt IP contact center technologies because of more conservative and risk-averse decision-makers, and more large installed systems. However, of Cisco’s 1,500 installations worldwide for example, approximately half are in North America.
Yet another trend is for companies to adopt VoIP in the enterprise first and then in the contact center. Gartner analyst Bern Elliot says IP system sales already have overtaken TDM system sales for corporations, but “IP adoption in the call center will lag.” Elliot predicts that traditional TDM-based call centers will remain the dominant architecture for new system sales in North American until mid-2006. IP-based call center systems comprise approximately 10% of new system sales today.
LEASONS LEARNED
Businesses leery of IP contact centers typically express concerns about security, quality, reliability and scalability. Early implementers say they faced challenges, primarily with quality of service, but they used assessment, configuration, testing and monitoring to successfully address those issues. However, the rule of thumb is that if you’ve done what you need to do for your network for other applications, running phones on IP is not a leap of faith.
Many early implementers say voice is more secure and more reliable over IP than it was in a TDM world, and the enhancements to their networks for voice also have benefited their data applications. For example, many clearly saw the potential benefits for growth, flexibility and disaster recovery.
When a significant disaster occurs and a business must trigger its disaster-recovery plan, it is a relief to easily be able to add seats at other sites and reroute calls quickly, with no effect on service. It is also reassuring when system continuity enables the following of the rigorous security processes applied to all other applications for your voice and call center applications.
Many companies have found that TDM is just too expensive for what they want to do. Often they’ll discover that a pure IP solution offers their company lower total cost of ownership than TDM, with additional savings over time by avoiding proprietary hardware. Frequently they’ll also see benefits from virtual operations across sites and CTI in hours instead of months. Also seen have been savings on wiring, moves, adds and changes, and networking of remote locations, while buying flexibility for the future including multimedia enhancements.
THE FUTURE
The breakthrough in adoption of IP in the contact center will occur as more companies share evidence that it is low risk, it works, and there are quantifiable business benefits. Any initial trepidation will soon disappear as companies recognize that VoIP is a technology that’s right for them…..and whose time has come for the call center industry.
Tip….for assistance in finding just the right fit in a VoIP solution for your call center operation take advantage of the FREE consulatative services at Business-VoIP-Solution.com.
Switch to broadband phone providers and save hundreds of dollars per year
Broadband or Internet phones function like real phones but convert voice into digital signals that are then conveyed over the Internet. The technology used is termed as, VoIP, Voice over Internet Protocol. Less expensive than regular phone services broadband phone services offer caller ID, call waiting, voice mail, call filters, hunt facilities, as well as conferencing.
Broadband phone services need a high-speed Internet connection and do work with wireless ISPs. However, there are still concerns over voice quality, reliability, and security.
The advantages are:
• Great savings in phone bills especially in long distance calling.
• Choice of area code and addition of other inbound numbers for a small fee. This means you can have local numbers in multiple area codes around the country.
• The option of a second full service line at low cost with unlimited long distance service. Can be used as a voice or fax line.
• Availability of comprehensive on-line control over call forwarding, time of forwarding or number forwarded to. E-mail notifications, voice mail messages or e-mail or voice mail, can all be arranged.
• One can access voice mail by taking along the phone adapter from hotels, offices, internet cafes, and so on. The VoiP service can travel with you.
VoIP can work with:
• A home office PC in which the software is loaded along with a headset or specialized broadband phone connected to the PC. Advantages of software based VoIP are that it allows integration with other software, offers lowest calling rates, uses existing hardware, utilizes few power connection, and needs little space. Disadvantages are that the system needs the computer on at all times, cannot use existing telephone equipment, and blocks valuable computer resources.
Or
• With an adapter box that links the high speed net modem and the home office network or PC. Advantages of this are that it functions independently of the computer, uses landline equipment, allows vendor control of adaptor support and programming. Disadvantages are that it is not compatible with computer software, needs space and power outlets, and lends limited control.
The new technology is provided by many companies like AT&T CallVantage, Broad Voice, BroadVox, Lingo, PacketB, and Vonage. The approximate costs are from US$ 14.95 to US$ 19.99 per month for residences and US$ 29.99 to US$49.95 per month for small businesses. There is a start up fee of US$ 39.94 to US$ 138.00 charged by some companies.
More information on the options as well as services can be gleaned from:
• What Broadband? at http://www.broadband-service-uk.com/why.html covers different broadband suppliers, has in depth articles as well as FAQs.
• The Connection Store at http://broadband-phone.connection-store.com/ features broadband phone vendors, a service provider comparison, as well as articles and quick links.
• Database Systems Corp at http://www.databasesystemscorp.com/psphoneservice_directory_broadband.htm has detailed information directory on broadband service providers.
• Broadband Phone at http://www.broadbandtry.com/broadbandphone/ –has information about broad band phones, providers, news, as well as blogs. There are links as well as articles and resources.
Using broadband phone services can save you considerable amounts in phone bills. Make an in depth study of options in your area. Weigh the pros and cons and reap the many benefits. Technology can really work for you.
Increase Sales And Emotion With A Professional Voice Over Talent
Most TV commercials you see, radio commercials you hear, training films, and more use the voice of a professional announcer. In the media industry, these much sought after voice pros are called Voice Over Talent.
A fine voice over talent can give you a warm, friendly read that not only entices prospects to take an interest in you, but effectively urges them to buy. A good voice can accentuate just the right words, stress the right phrases, and literally create an emotion in the listener.
In the past, many producers both large and small avoided working with top voice over talents because (1) they were hard to contact, (2) took weeks to finish the job, and (3) were very expensive. The usual method was to contact an advertising or talent agency who set up a session with the voice over talent. Not only could this take days, weeks, or even months for some top talents — the fee could range from several hundred to thousands of dollars and more.
Today the old system in still in place, but other top voice over artists are making the experience MUCH easier, quicker, and affordable. As a busy voice over talent, I offer voice services from my web site and often have the client’s job finished in as little as one hour. Fees are low enough for even the solo web site owner to afford a professional voice for their site’s greeting or flash presentation.
Here are a few things to look for in a voice over talent:
(1) The voice should be friendly and personable. A warm, friendly voice immediately creates a warm feeling for most people. That warm feeling can quickly translate into sales, sign-ups, and higher customer satisfaction.
(2) You don’t need a “voice of god.” That’s the term a lot of people in the media industry use for those super deep voiced announcers you hear at the movies and sometimes on the radio. Studies show customers and prospects are more likely to connect with a voice that sounds more like a regular person.
(3) But unlike an everyday person, professional voices know how to accentuate a word, stress a phrase, and create a mental image for the listener. This ability is probably the number one thing you should look for. Listen closely how the talent reads a script. Is the reading flat or are they bringing the script to life?
(4) Don’t blow your budget on an overly expensive voice over talent. Getting the agency’s top voice may be impressive to your friends, but saving the money and using a high quality but affordable voice over artist will give you as good or better results. You can use the money you save to enhance other aspects of your project, giving you a better shot at success.
Finally, keep in mind most people act on their feelings, not necessarily their logic. Nothing stimulates emotions like a good voice. Using a professional voice over talent makes a lot of sense.
The Major Issue With Hosted Sip Trunking and How to Choose a Provider
SIP, otherwise known as Session Initiation Protocol, offers the burgeoning voice over IP telephony market some tremendous voice features and enhancements, but the service is not yet widely available at commercially acceptable levels.
As of this date, very few nationwide carriers have rolled out SIP trunking supported at the enterprise or SMB levels. A few of the larger CLEC’s have rolled out services in select test markets, but only with manufacturers that they have deemed compatible. The process of approving cross compatibility with hardware vendors has proven to be costly and time consuming, so it has substantially slowed the market’s move to SIP. Embracing new technology that fundamentally changes the way an entire market looks at voice will always take time.
VOIP hardware vendors have led the charge toward SIP technology and its cost effective deployment of voice over data, but they have been left with few options to choose from while implementing their solutions. Furthermore, many of the providers they have had to choose from are hosted providers, and that has caused a plethora of service quality issues for them to deal with. We will look at the major issue with hosted SIP trunking and how it may impact your business.
As with any VOIP provider, your voice quality will always be limited to the quality of your internet or data connection. Most commercial telephony providers do not recommend running VOIP services on anything less than a T1 line, as they have found out from experience that they get TONS of calls about quality, and the client is left to assume it must be THEIR phone system. Very few end users understand the necessity of having a quality data connection, voice prioritization, or how data traffic can affect call quality without true implementation of QoS.
SIP trunking is widely available by carriers today offering hosted solutions. They use your existing data connection and give you, in some cases, an unlimited number of SIP voice trunks and calling volume. This would seem to be a boon for large volume callers that have never experienced a true all you can eat environment for calling and for calling capacity! The problem is that the carriers offering these hosted SIP connections very rarely ever are the ones who offer the data circuit that the voice traffic must travel over. Without them controlling the voice AND the data flow on the circuit with their own monitoring equipment, the end user is left with an iffy voice connection at best. There is no QoS (Quality of service) that can be guaranteed when a voice provider has zero control over the circuit. The voice calls travel across the data line, through the public internet, and THEN to the hosted voice facility. With innumerable hops, dependable voice quality is a shot in the dark. Too many variables exist to adequately guarantee a reliable and commercial quality solution.
What are the symptoms of the lack of voice quality control? Typically, users will experience several common issues that include:
Echoing
One way audio (Either you can only hear them, or they can only hear you)
Poor audio volume
Cutting in and out (Think of a choppy cell phone call fading in and out)
Dropped calls
Lack of dial tone
Inconsistent uptime
If you have run a VoIP telephone line at home or at a small office, you will have found that a Vonage type of service has its limitations. As a matter of fact, there are very few commercial users with any type of call volume that would trust their business to that type of service to run their companies on due to the lack of dependability or reliability. The amount saved on cheap VoIP telephone service can quickly be lost when a single conversation goes wrong with a qualified client on the phone that is ready to buy. Commercial customers are looking to deal with other reliable companies, and if you are relying on tin cans and string to run your operation, where else are you cutting corners? Having poor quality phone service can cost you customers!
Risking the quality of your company’s voice conversations by using a hosted SIP trunking product is a perilous journey that will most likely end in abrupt failure. Before ever considering this option, there will be a few things you must insist on finding out:
Where are they located at?
How many hops to their facility?
Do they guarantee QoS?
If so, how?
Do they interface with your VOIP PBX or Hybrid System?
Before EVER even considering a hosted provider option one should research the availability of SIP trunking that is compatible with their commercial phone system from local reliable telecom providers that actually provide the data circuits that the SIP trunking is run on. By providing the end to end solution, if there are ever any voice quality issues, your phone company will be able to quickly isolate the issue and solve the problem. A hosted SIP company will be unable to offer that support, as they will have no ability to monitor or to test points of failure not on their own network.
SIP holds the promise of more cost effective voice communications for the future, as it effectively eliminates the need for PBX PRI cards, it utilizes voice compression ratios that allow you to more fully utilize your carrier circuits, and it allows for tighter integration with cell carriers and various applications. Make sure that any cost savings you may enjoy by utilizing SIP are not thrown away by choosing the wrong SIP solution.
