IP CONTACT CENTRES

Any forward thinking enterprise looking to extend existing capacity, build a new facility, or migrate their contact centre to near-shore or offshore locations is placing Internet Protocol (IP) solutions foremost in their minds.

We believe that IP, together with the convergence of technologies that it is facilitating, will become the accepted standard for contact centres in the foreseeable future. The network will become more intelligent as applications converge onto the network.

IP already has a major impact on the way that contact centres today are architected, operated and supported – it facilitates the long-awaited integration of the contact centre into the enterprise. In its essence, IP-based architectures in contact centres result in a single integrated infrastructure across the enterprise and the contact centre, which (provided the enterprise network is robust and has sufficient capacity) brings the alignment benefits of a single architecture.

Issues that have been a concern for some contact centres, such as the reliability of the solution, lie less with IP contact centre and more with the network it runs over. In other words, provided that the infrastructure is designed and implemented by experienced specialists, and that the platforms and configurations comply with and are certified by the technology vendors, there is no reason why IP-based architecture cannot deliver 99.999% availability.

We have broad experience in this dynamic, demanding and complex environment which enables us to bring best practice advice and delivery to our clients. Our solutions in this field leverage converged IP technologies to deliver single voice and data networks to contact centres. The solutions are customised to take advantage of organisational development and changes to find the best way of introducing and taking advantage of IP technologies in the contact centre.

Our solutions include consulting, design, implementation and integration, as well as ongoing support for IP or a combination of TDM and IP infrastructures in the contact centre. In addition, we have established dedicated IP Architecture Centre of Excellence (CoE) that, based on market demand, applies our knowledge and experience to further develop our skills and innovative solutions in the IP space.

In addition, our industry specialists at the CoE work with leading technology providers in voice and data networking and are certified in IP telephony and contact centre technologies. Members of the team have been involved in almost every single implementation of hosted intelligent call management across the globe.