CALL CENTER: Doing It Through IP

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Centralized processing

Distributed processing

Single Points of Failure are eliminated.

Location sensitive

Location independent

Agents can be anywhere irrespective of where the servers/devices are as long as the network is QoS enabled. Improved Remote and Telecommuter Function.

Computer telephony integration using proprietary CTI interfaces

Computer telephony integration using standards based computer telephony interfaces

Standards based, lower system integration costs and setup time

Management of the contact center is outside the IT department

Management of the contact center is within IT

Voice and IT functions can be merged resulting in reduced training, management and operational costs.

No unified view of customer preferences, and business rules must be configured in many places

Unified view of customer preferences, and business rules are configured centrally

Cross and up-selling of products and services, higher customer satisfaction

Centralized call center management is possible if all the products are from the same vendor. A single management system will be very expensive.

Centralized contact center management

Reduced management, training and operational costs.

Communication applications such as IVR, voice mail, call recording, etc, are needed at every call center location

In an IPCC the intelligence of the communication application is distributed within the enterprise rather than being located one at every site.

Reduced deployment, management and operational costs. Rapid deployment

Pre-routing costs are incurred in a pre-route scenario

Pre-routing costs are eliminated

Cost savings

Media dependent call routing

Media independent call routing expandable to any type of application

Better customer service and response resulting in higher customer satisfaction and repeat business.

Separate business rules have to be configured for different media

Single set of business rules can be configured for managing all types of media.

Enables delivery of the right product, at the right price, to the right customer, at the right time.

Virtual call centers using only voice

Virtual contact centers using all channels (voice, web, email, fax, video)

Cost savings. Contact center business, operations and customer service levels are not impacted in the event of a disaster / breakdown of any site.

Media dependent reporting. Separate tools required for consolidated reporting.

Normalized consolidated reporting

Reduced deployment and management costs.

Limited technology lifecycle

Unlimited technology lifecycle (future oriented technology)

With IP technology the communication systems / devices such as IP Phones / IP IVR�s etc. can be software / firmware upgraded for accessing newer technologies, features and applications. This provides investment protection for years.

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