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.

Partner Content

Hincapie Sportswear Finds Omnichannel Success in the Cloud - Netsuite
For more and more companies, a cloud-based unified data solution is the way to make this happen. Custom cycling apparel maker Hincapie Sportswear has leveraged this capability to gain greater visibility into revenue streams, turning opportunities into sales more quickly while gaining overall operating efficiency. Download this ecommerce special report from Multichannel Merchant to more.
The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.