Business Services Industry
Bringing voice-over-IP to the call center. (Cover Story).
Customer Interface, March, 2002 by Tuck, Larry
For several years now, the traditional, telephone-based call center has been evolving into a multi-channel customer contact center. The final stage in that transformation may well lie in the merger of voice telephony with Internet technology, otherwise know as voice over Internet protocol (VoIP).
"I would guess that over the next five years the majority of call center installations are going to be voice-over-IP-based," says Tim Barrett, Consulting Services Delivery manager at Intel. "We see a lot of the big players out there investigating this technology in great depth to see how they can save themselves some money."
In simplest terms, VoIP involves converting conventional (or analog) voice communications into a digital format and routing them...
Most Recent Business Articles
- Multiple criteria evaluation and optimization of transportation systems
- Multi-criteria analysis procedure for sustainable mobility evaluation in urban areas
- A two-leveled multi-objective symbiotic evolutionary algorithm for the hub and spoke location problem
- Multi-criteria analysis for evaluating the impacts of intelligent speed adaptation
- The development of Taiwan arterial traffic-adaptive signal control system and its field test: a Taiwan experience
Most Recent Business Publications
Most Popular Business Articles
- 7 tips for effective listening: productive listening does not occur naturally. It requires hard work and practice - Back To Basics - effective listening is a crucial skill for internal auditors
- FAS 109: a primer for non-accountants - Financial Accounting Standards Board's "Statement 109: Accounting for Income Taxes"
- LIFO vs. FIFO: a return to the basics
- Too Young to Rent a Car? - 25-years-old the minimum age for car renting - Brief Article
- Design a commission plan that drives sales - Sales Commissions
Presented by American Express