Traditional Call Center Vs IP Contact Center: A Comparison
| Traditional
Call Center Vs IP Contact Center: A Comparison |
| Traditional
Call Center |
New-Generation
IP Contact Center |
Incremental
Benefits of IPCC |
| Circuit
switching technology |
Packet switching technology |
IP
and Internet are the future. The Internet, today, has had a very wider
impact on the economy and the trend is uphill. Efficient and dynamic
traffic transmission. |
| Proprietary
technology |
Open standards based |
ITU-T’s
endorsement of IP telephony, clearly, indicates that the future is IP. A
proprietary architecture results in opportunity costs and dependence on
a specific vendor for all future upgrades, enhancements &
expansions. |
| Single
channel/medium |
Multi-channels/mediums
(voice, web, email, fax, video) |
Flexible
and broader access for customers |
| Multiple
communication links |
One common link |
Less
expensive to own and operate. Business rules can be configured and
managed in a single place so the customer experience is both unique and
consistent across all media. Simpler management |
| Multimedia
communication is a challenge |
Multimedia
enabled |
Efficient
work environment for the users. Reduces time to deliver products and
solutions to end customers |
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