Build VoIP Call Centers

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An overview of the advantages that VoIP technology brings to call centers, including dramatic cost savings, flexibility and a significantly expanded labor pool.

An overview of the advantages that VoIP technology brings to call centers, including dramatic cost savings, flexibility and a significantly expanded labor pool.

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  • 1. BUILD CALL CENTERS S FASTER CHEAPER BETTERUSING VOIP TECHNOLOGY Previous | Next
  • 2. BUILD CALL CENTERS FASTER, CHEAPER, BETTERHOW VOIP IS REVOLUTIONIZING THE CALL CENTERThe Call Center has undergone radical change over the past decade. Its century-old relic technology has be revolutionized. Itsperceived business value has gone from necessary cost-center, worthy only of entry-level staffing, to important driver of branddifferentiation, revenue generation and customer satisfaction.> OLD CALL CENTER > NEW CALL CENTER All setup and modification utterly dependent on the rigid calendar and t d difi ti tt l d d t th i id l d d Eliminates d Eli i t dependence on phone company i t ll d h installers limited working hours of the phone company Eliminates complex hard-wiring, switching and other costly Extraordinarily expensive to equip and operate due to high cost of telephony requirements of old-fashioned call centers transmission lines, switching equipment, phones and calling rates Dramatically cuts and/or eliminates carrier calling rates Viewed as necessary cost center, suitable for entry-level staffing or off-shore outsourcing only Enables integration of Instant Messaging, SMS, email and other communication modes to create “Contact Center” Dreaded by customers as inefficient, time-wasting and frustrating as they dealt with long call queues, clumsy “press 1 for …” automation, Allows even small businesses to offer “big business” sophistication unintelligible operator accents, etc. such as on-hold music or messages, multi-lingual menu capabilities and self-serve opportunities Scorned by young, educated workers as dull, oppressive, stunningly young dull oppressive boring places to work Enables de-centralized agent locations while maintaining excellent oversight and on-the-job training capabilities Targeted by organized labor after reports of poor working conditions Offers flexible, work-from-home opportunities for retirees, well- educated, technology-savvy Gen Y, physically handicapped. Previous | Next © COPYRIGHT 2012  |  VOICENT COMMUNICATIONS, INC.  |  A LL R IGHTS R ESERVED.
  • 3. BUILD CALL CENTERS FASTER, CHEAPER, BETTERHOW VOIP IS REVOLUTIONIZING THE CALL CENTER> NEW CALL CENTER VoIP (Voice Over Internet Protocol) enables the transmission  of voice and data over the Internet, rendering phone lines and  Eliminates dependence on phone company installers traditional telephony equipment and services unnecessary.  Eliminates complex hard-wiring, switching and other costly hard-wiring Various “bridge” technologies and strategies enable  V i “b id ” h l i d i bl telephony requirements of old-fashioned call centers organizations to gradually shift from traditional, fixed‐line  systems to  sophisticated, integrated VoIP, mobile, video and  Dramatically cuts and/or eliminates carrier calling rates other services. Enables integration of Instant Messaging, SMS, email and other communication modes to create “Contact Center” Call charges are nonexistent or a fraction of those typically  charged by traditional phone companies. charged by traditional phone companies Allows even small businesses to offer “big business” sophistication such as on-hold music or messages, multi-lingual menu capabilities Equipment is competitively priced and typically more feature‐ and self-serve opportunities rich than traditional telephones. Enables de-centralized agent locations while maintaining excellent VoIP systems also enable easier integration of equipment from  oversight and on-the-job training capabilities g j g p various device manufacturers, increasing price competition  various device manufacturers, increasing price competition and customer satisfaction.    Offers flexible, work-from-home opportunities for retirees, well- educated, technology-savvy Gen Y, physically handicapped. Previous | Next © COPYRIGHT 2012  |  VOICENT COMMUNICATIONS, INC.  |  A LL R IGHTS R ESERVED.
  • 4. BUILD CALL CENTERS FASTER, CHEAPER, BETTERHOW VOIP IS REVOLUTIONIZING THE CALL CENTER> NEW CALL CENTER Eliminates dependence on phone company installers Eliminates complex hard-wiring switching and other costly hard wiring, telephony requirements of old-fashioned call centers VoIP and other IP technologies can be designed, implemented  and managed through software using open‐source  Dramatically cuts and/or eliminates carrier calling rates programming languages and platforms. Enables integration of Instant Messaging, SMS, email and That means it’s relatively simple to tie your phone, web,  other communication modes to create “Contact Center” mobile and other services together, then integrate them into  automated Customer Relationship Management systems,  Allows even small businesses to offer “big business” sophistication financial software and other back‐office processes and  such as on-hold music or messages, multi-lingual menu capabilities systems. and self-serve opportunities Enables de-centralized agent locations while maintaining excellent oversight and on-the-job training capabilities g j g p Offers flexible, work-from-home opportunities for retirees, well- educated, technology-savvy Gen Y, physically handicapped. Previous | Next © COPYRIGHT 2012  |  VOICENT COMMUNICATIONS, INC.  |  A LL R IGHTS R ESERVED.
  • 5. BUILD CALL CENTERS FASTER, CHEAPER, BETTERHOW VOIP IS REVOLUTIONIZING THE CALL CENTER> NEW CALL CENTER Eliminates dependence on phone company installers Eliminates complex hard-wiring switching and other costly hard wiring, telephony requirements of old-fashioned call centers Dramatically cuts and/or eliminates carrier calling rates Enables integration of Instant Messaging, SMS, email and other communication modes to create “Contact Center” The affordability of VoIP communication software such as  Voicent, enable even small companies to offer sophisticated,  Voicent enable even small companies to offer sophisticated Allows even small businesses to offer “big business” automated communication services.  sophistication such as on-hold music or messages, multi- lingual menu capabilities and self-serve opportunities For example, using Voicent’s Interactive Voice Response  software (IVR Studio), organizations can offer automated  Enables de-centralized agent locations while maintaining excellent answering, call forwarding, self‐serve menus and more to  oversight and on-the-job training capabilities g j g p callers around the clock and around the world. callers around the clock and around the world. Offers flexible, work-from-home opportunities for retirees, well- educated, technology-savvy Gen Y, physically handicapped. Previous | Next © COPYRIGHT 2012  |  VOICENT COMMUNICATIONS, INC.  |  A LL R IGHTS R ESERVED.
  • 6. BUILD CALL CENTERS FASTER, CHEAPER, BETTERHOW VOIP IS REVOLUTIONIZING THE CALL CENTER> NEW CALL CENTER With VoIP, agents can work from an ordinary laptop or  desktop computer with access to the Internet. Eliminates dependence on phone company installers Eliminates complex hard-wiring switching and other costly hard wiring, But that doesn’t mean supervisors won’t have access to agents  telephony requirements of old-fashioned call centers or be without the ability to instruct them in their work. Dramatically cuts and/or eliminates carrier calling rates Using Voicent’s Call Center Manager, for example, supervisors  can not only see which agents are working, they can monitor  Enables integration of Instant Messaging, SMS, email and other calls and instruct and advise agents without being heard by  communication modes to create “Contact Center” the actual callers.  Allows even small businesses to offer “big business” sophistication This enables highly effective on‐the‐job training and coaching  such as on-hold music or messages, multi-lingual menu capabilities of new agents.  Call Center Manager also has automated  and self-serve opportunities regulatory compliance and performance reporting capabilities. Enables de-centralized agent locations while maintaining Voicent’s BroadcastByPhone software is specifically designed  excellent oversight and on-the-job training capabilities g j g p for Outbound Call Centers. It provides automated  list  for Outbound Call Centers It provides automated list management, auto dialing, auto‐detection of live answers (can  Offers flexible, work-from-home opportunities for retirees, well- switch them to available agents) and custom voice‐mail or  educated, technology-savvy Gen Y, physically handicapped. answering machine messages. Previous | Next © COPYRIGHT 2012  |  VOICENT COMMUNICATIONS, INC.  |  A LL R IGHTS R ESERVED.
  • 7. BUILD CALL CENTERS FASTER, CHEAPER, BETTERHOW VOIP IS REVOLUTIONIZING THE CALL CENTER> NEW CALL CENTER Eliminates dependence on phone company installers Eliminates complex hard-wiring switching and other costly hard wiring, telephony requirements of old-fashioned call centers Dramatically cuts and/or eliminates carrier calling rates Enables integration of Instant Messaging, SMS, email and other communication modes to create “Contact Center” Allows even small businesses to offer “big business” sophistication A vast pool of educated, personable, technology‐oriented  such as on-hold music or messages, multi-lingual menu capabilities workers become available thanks to the ability of new Call  and self-serve opportunities Centers to use home‐based  agents. Enables de-centralized agent locations while maintaining excellent Using remote setup, training and monitoring abilities, home‐ oversight and on-the-job training capabilities g j g p based agents are easy to support. based agents are easy to support Offers flexible, work-from-home opportunities for retirees, well- Call Centers employing this staffing strategy get highly  educated, technology-savvy Gen Y, physically handicapped. effective employees while getting significant savings in costs  for office space, heating, lighting, taxes and phone and data  services. Previous | Next © COPYRIGHT 2012  |  VOICENT COMMUNICATIONS, INC.  |  A LL R IGHTS R ESERVED.
  • 8. BUILD CALL CENTERS FASTER, CHEAPER, BETTERVisit www.voicent.com to learn more about Voicent’s affordable, Voicent seasy-to-use communications tools: Tools To Broadcast Tools To Manage Tools To Customize MESSAGES BUSINESSES SOLUTIONS Broadcast By Phone Agent Dialer IVR Studio Auto dialer Predictive Dialer Interactive App Designer Broadcast By SMS Call Center Manager Voicent Gateway Interactive Text Messaging Call Center Management VoiceXML/SMS Gateway Broadcast By Email Flex PBX Text-to-Speech PlugIn Email Marketing IP PBX Computerized Voice Auto Reminder Telephone CRM Appointment Reminder A i t tR i d CRM Ph Phone I t Integration ti Previous | Next Previous | Next © COPYRIGHT 2012  |  VOICENT COMMUNICATIONS, INC.  |  A LL R IGHTS R ESERVED.