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Virtual Contact Centers Need Call Accounting |
The Yankee Group reports that VoIP adoption in North American contact centers will jump from about 17 percent in 2005 to more than 47 percent by the end of 2007. The findings of the report, "Migration Costs, Vendor Loyalty and Need for 'Agents Anywhere' Define Contact Center VoIP Adoption Plans," are based on Yankee's survey of 351 contact center decision makers in the U.S. and Canada. The primary motives behind shifting to VoIP environments, according to survey results, are to more cheaply and flexibly manage networking multiple sites, connect remote agents... "They want the ability to have agents anywhere and tie them together in a unified manner. When a call comes in you can get that call to the proper agent no matter where they are in your system--call center A, call center B, or working remotely from home," said Ken Landoline, customer centric strategies senior analyst at Yankee Group. " Providing backup, better staff training, and investing in appropriate call center technologies are key steps in answering the need for better service. One of these technologies is a call accounting system that provides the tools to enhance productivity while lowering phone abuse. A good call accounting system provides real-time call detail and the information necessary to analyze the productivity of the call center in order to maximize employee call activity and call volume. One of the challenges with remote workers and VOIP systems is tracking and managing the calls. VoIP switches and gateways generate call detail records similar to traditional phone system and MegaCall's flexibility allows the processing of VoIP call records together with CDR produced by traditional PBXs, carriers (on CD ROM), as well as other sources. This allows for universal reporting and billing while providing special information associated with IP calls only. MegaCall is able to read multiple formats concurrently in heterogeneous network environments.
Author, Karen Ritz, VP Business Development for TelSoft Solutions, writes on the business benefits of call accounting and call detail record technology. More information can be found at http://www.telsoft-solutions.com.
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