On-premises VoIP call center
For call centers that want to sustain the traditional model (with each agent dialing and receiving calls from a single device while working in an office), VoIP can be used as a like-for-like replacement for traditional phone line connections. In other words, much of the focus of this approach is on voice communications.
In this setup, call center agents work at a specific location, typically using VoIP-enabled desk phones or a softphone program installed on computers and supported by headsets. Call routing and call distribution are handled by an on-premises system. In order for VoIP to be able to call regular landline numbers, it’s connected to the Public Switched Telephone Network via SIP trunking (Session Initiation Protocol trunking—more on this in the FAQs).
Hosted VoIP contact center
Of course, an internet connection can be used to transfer all kinds of information, not just voice or audio.
Because of this, contact centers these days can opt for a more unified communications solution, like the kind offered by 8x8, which provides VoIP service, video calling, instant messaging, and SMS functionality in a single package. You can even configure it so social media messages can be addressed via the 8x8 contact center workspace.Cloud solutions provide processing, networking, and storage capabilities that make on-demand unified communications* services possible. That’s why cloud-based calling can be easily implemented by both large enterprises and small businesses, and requires no specialized technicians or IT teams to manage it.
While many people think cloud-hosted solutions are less reliable than traditional on-site communications options, there are service providers that have proven otherwise. For example, the 8x8 cloud communications platform offers a 99.999% service level agreement (SLA) that covers both uptime and call quality.
Call center analytics
With VoIP call center solutions, voice data can be collected every time customers interact with your call center. If you’re dealing with multiple communication channels, that means there are even more data streams available to you. More and more contact centers want to leverage their communications data to optimize their customer relationship management (CRM) strategy. At Newage Communications, choosing newage communications as your cloud contact center solution::
- Lower upfront costs than traditional and piecemeal solutions
- Flexible service plans
- Reduced IT staffing
- Streamlined workforce management
- Reduced downtime
Unified Communication System
VoIP comes with a unified communication system, or a company-wide, all-in-one platform that allows employees to access all of their communication needs in one easy-to-use location. Unified communication systems streamline communication tasks like:
- Screen and document sharing
- Business data and analytics
- CRM and customer records
- Extension mobility
- SMS messaging