This article looks at the basic components of a contact center, defines a blended contact center, introduces an IP based blended contact center and lists down its advantages and explores the options available for all the agents to communicate with the customer other than voice – like email, web chat, PC based remote guidance etc. and how an enterprise company can take advantage of such a contact center.
This article attempts to communicate the differences between a normal fax and an IP fax. It tells you why an IP fax server is required, what are the options of sending and receiving fax through IP and what are the advantages and disadvantages of using an IP Fax.
This article gives an introduction to ACD – Automatic Call Distribution, explains what is Skills based Routing, the factors in the In-coming calls that affect the parameters of skills based routing, options available for call centre software to route the calls, management, advantages and dis-advantages of skills based routing in call centres.
This article discusses what is speech recognition, what you should know about the types of speech recognition, what are the applications of speech recognition in enterprise level, what are the components of a speech recognition solution, what are the advantages and limitation of using speech recognition for enterprise/commercial applications.
This article gives a glimpse of what a Dialler is and why it is used in Call Centres, an introduction to various types of Diallers : Manual Dialing, Preview Dialing, Predictive Dialling and Progressive Dialling including the advantages and dis-advantages of each type.
This article gives an idea about how companies are using VOIP to reduce long distance call charges. We discuss about IP Trunking between multiple PBX in various branches, SIP Trunks offered by service providers for overseas calling and Least Call Routing Methodologies employed in IP PBX.
This article gives an account of the call center funtionalities that can come in-built in to an IP PBX like Incoming call rules, Call queuing, IVR(Interactive Voice Response) & MOH(Music on Hold) and Call Recording and analyses if a small call centre can function without those costly call center applications.
This article explores the PC based software applications that allow sending of interactive scheduled SMS automatically. We explore some of the features of such applications and also some situations where it could be useful.
This article gives an introduction to an Fixed Cellular Terminal(FCT), what interfaces are supported by an FCT, how does it allow the enterprise PBX to make calls over GSM/CDMA, some applications of the FCT and also an introduction to Fixed Wireless Terminal (FWT) which provides 3G data support in addition to the voice.
This article explains what is a IP Soft Switch, what are the structural differences between an IP PBX/ Mixed Type PBX and Soft Switches for VOIP Communications and the advantages of IP Soft Switch over IP PBX.
This article gives and introduction to MOH – Music On Hold and IVR – Interactive Voice Response features of an IP PBX. We look at what all is possible and what is not possible with both, with respect to an IP PBX. Of course, this is a general description and some features may be supported by certain vendors and some may not. Likewise with additional features.
There are certain differences in which an IP PBX handles your calls when you are not there, when compared to say, an Analog PBX. There are additional functionalities with voice mail, call forwarding, double forwarding, ringing all sources, secret code, blocking certain numbers etc. These features of IP PBX which handle your calls when you are not there, are discussed in this article.
Since VOIP systems are running on the LAN and they are IP devices, they are also prone to attacks from outside or inside, perhaps by hackers who want to disrupt your communications or by employees. What type of attacks can be carried out on a VOIP system. This article attempts to find that.
This article gives a small introduction to what is fixed mobile convergence and then talks in detail about the various advantages of fixed mobile convergence and how companies can save costs and enable newer applications by integrating their wired line IP Phone systems with the wireless network and cellular network.