IP-Enabled Contact Centers: Lowering Costs, Raising the Customer Experience
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By Avaya
Lowering the cost of raising the customer experience is a major imperative for most, if not all, businesses today. As a result, enterprises of all sizes are investing in multi-site contact centers to improve the customer experience and reduce operating costs while addressing redundancy and business continuity.
This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center, whether H.323 or SIP. IP is a critical enabler for multi-site contact centers, providing the underlying technology that enables enterprises to cost-effectively extend their contact centers to locations anywhere around the world "” from regional satellite and branch offices to offshore outsourcers, hosted solutions and at-home agents "” and deliver consistent, high-quality service.
For companies such as ebookers.com and Delta Airlines, contact center migration from a traditional TDM-based environment to IP has had tangible benefits "” typically resulting in enhancements to contact center management, financial management and IT management. In addition to providing a look at how ebookers.com and Delta have successfully leveraged IP in their contact centers, this paper offers a checklist that can help other enterprises determine if IP is a viable solution for their contact centers. Finally, the paper offers insight into the some of the advantages that Avaya brings to the table when an enterprise is considering migrating to or expanding its use of IP in the multi-site contact center environment.
