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Thursday, February 09, 2006

IP Telephony in the Call Center

Both companies and call centers are rapidly making the transition to IP telephony. Companies have discovered that they can boost productivity and increase affordability through the use of voice over IP technologies.

Plan Ahead

Before companies transition to IP telephony, they need to take the time to consult with their IT consulting firm. A comprehensive plan for the implementation of IP telephony should be in place before a company makes the changeover to VoIP technologies.

Avoid the Pitfalls

Avoiding the most common pitfalls with a good plan is imperative in order for a company to get the benefits they desire from their new system. Without the direction of an expert, many companies find the transition to be a troublesome time that costs them a lot of money.

Staff Development

Another important step in the process is staff development. Many companies do not spend the appropriate time training staff in the new IP Call Center (IPCC). Knowledgeable IT experts should be brought in to provide staff with a comprehensive training before the changeover.

Learn All You Can

Before moving your company’s call center to IPCC learn all you can by reading Moving to IP Telephony in the Contact Center (link above).

Added by Joshua Feinberg