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Using an IP contact center is becoming an integral business strategy.
Similar to other cloud-based technologies, the advantage of IP (Internet Protocol) telephony is its nonlocality. Compare the cost of an IP call center’s nonlocal group of distributed phones, staffed by live operators and linked online, versus that of a landline-based contact center and all the associated costs of an office: electricity, carbon, employee commuting time and idle hours.
To smart companies who make and receive enough phone calls to warrant an on-site contact center, using an IP contact center makes solid business sense. And not only because they’re cheaper than paying for the equipment, office space and operational costs in-house.
Most contact centers offer monthly, flexible or pay-per-use plans, so companies only pay for services they use. Higher-end contact centers employ sharp, professional telephone agents; thanks to customizable call scripts and training, callers won’t know where the partner company ends and a contact center begins.
The technology is equally solid. The ability to route voice calls over the Internet has been possible for at least a decade. By most accounts, IP telephony began in February 1995, when a company called VocalTec first transmitted–and reassembled–speakers’ voices over the Internet. Technically, VoIP worked back then, even if the actual sound quality was horrendous, and the quality of IP technology has improved vastly since the turn of the century. Now, most callers remain blissfully unaware exactly what mix of Internet, satellite, land line and cell phone technology is being used for any given call.
More than any other advantage, though, IP call centers free up company resources. And that’s a quantifiable plus in most business’ account books.