The way businesses communicate with their customers has changed
dramatically within the last 20 years. The growth of the Internet
and computer networks have revolutionised customer interaction and
service delivery for businesses and consumers alike. Yet since its
invention, the way we use the telephone has until recently remained
largely unchanged. Convergence of the technologies that underlie
Voice and Data networks offers businesses the opportunity to genuinely
and tangibly transform their service delivery, productivity, and
consolidate ongoing bottom line costs. You can take advantage of
IP Telephony benefits today. These include, but are not limited
to, the following:
- Better Customer Service: Complete integration with existing databases and applications
- Improved Staff Efficiency: Multimedia messaging, screen
dialling or popping & call recording
- Remote Working: Log into the office from anywhere in the world, as if you were at your desk
- Contact Centre Performance: Optimise inbound and outbound call flow and management
- Disaster Recovery: Onsite or offsite back-up, with low cost instant disaster recovery capability
- Reduced Call Costs: Utilise Voice over Internet Calling, with business grade quality
- Improved Management Information: Full call statistics
including per user, group and total company, call recordings
all out-of-the-box
- Reduced Maintenance Costs: Install and maintain a single converged network
Perhaps the most crucial enabler for IP Telephony today is
the ability to interoperate with existing legacy technologies. Now
you can protect previous investments and migrate to IP Telephony
step by step; seamlessly maintain only your BT lines, convert existing
handsets, or link to incumbent PBXs. At the same time, it is crucial
that businesses position themselves appropriately to maintain a
competitive advantage and leverage pending advances in internet
technologies, bandwidth increases, and access methods. Two of the
most significant, 21CN and SIP
are introduced here.
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