VOIP IN THE CALL CENTER: HAVE WE FOUND THE HOLY GRAIL?

摘要

Still think that Voice over IP (VoIP) is just another technology? Think again. For the call center, now known as the contact center, VoIP is the great enabler. Not only did VoIP turn the call center into a contact center by giving business communications multimedia functionality, but the technology is destined to solve problems fundamental to the needs of every contact center manager: improve customer service while lowering operating costs; provide the same levels of response for e-mail and Web contacts as you have been providing for phone calls in the past; and streamline globally dispersed contact centers.