Crunch Time is Coming

Crunch time is coming. You can prepare for it and sail through it, or you can let it overwhelm you and lose the respect of your clients. Some call centers handle crunch time poorly, no matter how far in advance it’s known. April 15 comes at the same time each year, after all. So does Christmas, Thanksgiving, Memorial Day weekend, Labour Day, the end of the year. Continue reading Crunch Time is Coming

The March of IP Telephony – Part 2

It’s startling to realize how quickly IP telephony did get accepted. Even in 2008, when Rajan posted The March of IP telephony – Part 1, the bulk of our clients were using TDM boards. Digium and Sangoma hardware were our go-to choices. Innovators like those two companies were blowing up the market. This allowed Asterisk to continue to build on its foothold. Clients looking for stability were increasingly able to choose Asterisk, but still connecting via PRI. Selecting a quality VoIP carrier was a difficult process for those not sharing a colocation facility with a reputable provider.
Continue reading The March of IP Telephony – Part 2

Cloud Storage in the Call Center

Over at the Indosoft blog I made a post about Cloud storage in the contact center.  Using the Cloud for storage when your call center is already in the Cloud is a no-brainer.  However, we are seeing the adoption of Cloud-based storage for on-premise call centers as a way to get around some of the issues that arise when archive recordings.  Some of the post may be of interest to readers of this blog, so I encourage you to give it a read.

Bringing Instances Up and Down to Improve Performance and Save Money

One of the advantages of deploying a feature rich call center software suite in the Cloud is that there are feature rich APIs and tools available for managing both software and cloud infrastructure.  The APIs of more advanced Cloud providers are of interest where they allow a call center to bring pre-configured instances up and down on demand.  This can result in a significant cost savings when a major factor in the cost of the service is CPU usage. Continue reading Bringing Instances Up and Down to Improve Performance and Save Money

Housing a Contact Center ACD on a Hosted Platform

As mentioned in a prior post about softphones, cutting the initial startup costs of a contact center can be a crucial step in getting your operation off the ground. While some may find it favourable to buy, maintain, and store their own server hardware in a nearby location or even on site, this might not always be possible due to the relatively enormous costs of purchasing and housing said hardware. This is where hosted platforms come into play. Continue reading Housing a Contact Center ACD on a Hosted Platform

Impact of Cloud Contact Center Services on Inbound Call Routing

Cloud contact center services are a natural progression of distributed computing where both voice and data services are made available through hosted platforms. Cloud-based solutions offer flexibility and benefits where services can be scaled on-demand and does away with the need to implement and maintain, hardware or platforms.

Continue reading Impact of Cloud Contact Center Services on Inbound Call Routing

Speech Analytics not a substitute for broken business process

Speech Analytics is now being offered widely as a solution to improve quality of service through contact centers. The recorded conversations are analysed by a software to extract information relating to the product and service. It can also be used to determine service issues related to center agents.

Continue reading Speech Analytics not a substitute for broken business process

Integration to Cloud Contact Center Services using API

Application Program Interfaces (API) are essential for integrating business and third party systems into the contact center solution work-flow. This is an important consideration when selecting a Cloud contact center solution. Mature service providers offer web services API that allow external applications to automate tasks. Almost all contact center software functionality available through a user interface can be exposed through Web API.

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Evaluating Cloud Contact Center Solutions

Cloud contact center solutions are becoming mainstream and are rapidly gaining market-share. Telecom, Internet and infrastructure service providers are diversifying into contact center services to expand their portfolio by utilizing multi-tenant contact center software. Cloud based deployments offer contact center software and associated infrastructure as a service, catering to on-demand growth. Using Cloud contact center services, with minimum capital expense, it is possible to start a contact center operation as long as there is adequate network bandwidth and connectivity. Continue reading Evaluating Cloud Contact Center Solutions