Best Practices for Transitioning to a VoIP Call Center

There have been significant changes occurring in communications and with contact centers over the past few decades, shifting norms from letters to telephone calls via a circuit-switched network and now to VoIP.Google Logo

As more businesses continue to implement voice over internet protocol solutions, there are a few steps to take that can make this transition easier in the call center. In a recent guest post on VoIP News, Jim Machi, vice president of product management for network service provider Dialogic, outlined the best practices for making call center transitions to VoIP phone connections.

"The feedback we get from the call center industry is that video is increasing in importance because of LTE and VoIP in the home, both of which make video a more viable option," Machi wrote. "Additionally, Web real-time communication (WebRTC) is on the horizon, which enables easier and higher quality browser-to-browser phone calls. Your vendor partners must be able to provide support for all the technology that's available now, as well as technology that is ready to become the next big thing. The last thing you want is for your contact center to be classified as 'legacy' before you even get started."

Factors to consider when installing VoIP systems
Machi suggested that implementing VoIP solutions should be a gradual process to reduce risk if there are any technical problems during the installation period. If a contact center is migrated to VoIP all at once, this means the entire call center will likely be affected if something goes wrong.

Machi also noted the importance of fully equipping a contact center with a backup power system. With VoIP, if there is a power outage, phone connections go down along with everything else. A backup power system is a good way to be prepared for outages and not to take electricity supplies for granted.

Due to the proliferation and variety of communication devices and technology, customers today are placing calls to the contact center via legacy land lines, mobile phones, tablets, home IP phone systems, chat apps and social networking websites. Machi stressed that smart businesses should be prepared to engage in multiple protocols, and operators should equip the contact center with capabilities to deal with the various kinds of inputs.

In a recent FierceTelecom article, contributor Anna-Maria Kovacs reported that due to evolving technologies and changing communication demands, the Federal Communications Commission expects to eventually phase out the plain-old-telephone-service (POTS) network, and the government agency has been investigating the idea of making a full transition to IP-based communication.

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