Strategic Management Using VoIP Technology: a Case Study in a Call Center Company

摘要

The ability of voice transmission over TCP/IP package, also called Voice over IP or VoIP, allows voice integration and data in just one structure; this enables a very cheap communication among remote locations. The main goal of this article is to analyze and demonstrate VOIP applications in the corporate market networks, their advantages and applications on the feasibility of tooling use in the corporate world. The method applied in this article is qualitative, semi-structured as a unique case study. The studied company is called KONTAK, a Brazilian organization of the call center segment located in the east region of "Sao Paulo". Intrinsic to the business, the major operation costs are related to telephony management. The results show a reduction in the calling costs among branches, customers and suppliers obtained after the implementation of this technology, as well as a better control of operational processes and organization management strategy in terms of the voice and data technology management. The business feasibility is evidenced by the return on investment (ROI) reached by the company due to this technology.