IP Enabled Contact Centres

Key Features

Achievable Benefits

• Enterprise IP customer contact: The system provides IP based communications to every employee through a cost effective, easy to configure system.
• Preserve enterprise investments - IP technology can be introduced without losing your investment in your current telephony infrastructure including PBXs and ACDs.
• Easy integration - IP architecture allows you create the configuration that works best with your infrastructure and meets your needs.  Amcat supports hybrid configurations that preserve your investment in current equipment as well as full IP solutions. The Amcat white paper, VoIP Strategies in Call Centers, explores configuration options for IP contact centers.  
• The router/gateway translates the PSTN voice and data to IP.
• Remote agents - Introduction of VoIP technology facilitates implementation of remote call centre branches and remote agents. Cost-saving can be realised since the organisation will not be charged for carrier or long distance charges between the gateway connected to the primary contact centre switch and the remote switch or user.
• Exploiting existing data networks - Greater control, management capability and cost-saving can be achieved through leveraging current investments and achieving the full lifecycle value from investments in ACD and PBX .
• Minimal disruption - IP technology can be introduced into an enterprise without changing the overall infrastructure.
• Manageability and cost savings – Using a converged distributed voice and data network.

What types of organisations benefit from IP?

• An ideal candidate for an IP contact centre is a medium to large enterprise that must connect with representatives who are spread across multiple sites or remotes offices.
• Small to medium companies establishing new contact centre sites or expanding operations are also likely beneficiaries.
• Introducing IP into the contact centre would be beneficial for organisation meeting one or more these criteria:
  • The organisation needs a cost-effective, flexible method to extend contact centre applications to agents working at branch offices or at home;
  • Due to seasonal business period or promotional programmes, the contact centre experiences a large number of moves, adds, and changes;
  • The organisation wants to unify voice and data networks to gain savings from reduced equipment requirements, and operational expense savings due to converged management and administration.