IP Communications Boosts Bottom Line for U.S. Contact Centers

Is your call center still using copper infrastructure for phone communications? If so, you might want to consider finally making the jump to Internet Protocol.

A recent survey of more than 200 contact centers conducted by analyst firm ContactBabel shows that the use of IP is yielding significant cost savings for contact center operators.

According to “The US Contact Center Operational Review (2nd edition),” sponsored by CosmoCom, 60% of contact centers using all-IP networks for communications report significant network and IT cost reduction. What’s more, 64% report improved ability to adjust agent configurations. The study reveals that the larger the contact center, the more benefit from installing an all-IP network.

“Many contact center investment decisions emphasize short-term operational cost savings,” said Steve Morrell, author of the ContactBabel report, in a statement. “Our research confirms that savings opportunities with IP are significant.”

“But our results also suggest that when considering IP contact centers, companies should think of them as enablers whose value will be realized over time in new applications and a better customer experience,” Morrell continued. “In addition to flexibility in deploying agents, many respondents cited easier integration among different contact center applications, a benefit that strongly supports both agent efficiency and the customer experience.”

To get a free copy of The U.S. Contact Center Operational Review, click here.

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