How to Guarantee Call-Center VoIP Quality and Performance

摘要

VoIP technology is gaining ground in financial and other service industries as a cost-effective means of provisioning additional, enhanced services unsupported by traditional circuit-switched technology. However, enterprises seeking to reap the benefits of VoIP technology must acquire a solid understanding of VoIP-based call-center components and their behavior to plan, predict, and control performance and QoS levels. VoIP-based call centers present many challenges: 1. Integrating traditional telecom infrastructures with the wide array of protocols required to support new, add-on services. 2. Quality and reliability issues that are essential but often difficult to control. 3. Dependency on network specialists who are expensive and hard to find. 4. Achieving high QoS, GoS, and media quality.