A good white paper, “The Cost Efficiency of Cloud: How IP/MPLS Redefines the Economics of Contact Technology in the Call Center,” produced by LiveVox, does a good job discussing what it sees as “a significant trend in networking and telephony... set to radically alter the economics of call center technology in favor of the buyer and lead to broader adoption of cloud contact tools in 2011.”
Sound like good news? Sure does to us.
These days carriers are actively selling IP/MPLS as a way to transport voice and data. That’s a switch -- even a couple of years ago, many were lukewarm at best to VoIP. But if contact centers all use MPLS, it would make it easier to tie them together in the cloud, of course. Having to upgrade their IP-PBX (News - Alert) used to be the standard excuse why this couldn’t be done, but that’s not really the case anymore.
As the paper explains clearly, contact centers and telecom carriers are moving to IP infrastructure and embracing Multi-Layer Protocol Label Switching (MPLS) to transport voice and data. And since MPLS gives call centers a much more cost-efficient way to contact customers, launching calls via MPLS is less expensive than through the Public Switch Telephone Network and just as secure and reliable.
Hey we understand how it used to be -- site-based switching, protocol conversion and application integration made the WAN requirement all kinds of hassle, there weren’t any real standards carriers and IP-PBX vendors all agreed on, and yeah, hybrid and custom VoIP network configurations are expensive, slow, complicated and did we say expensive? That too.
But now carrier adoption of IP-MPLS, when coupled with the emergence of SIP standards, makes enterprise-grade VoIP networks possible in the real world. And you can get secure and reliable VoIP networks deployed in the contact center without carrier/PBX provisioning or custom integration.
And as the paper points out, “while the cloud model is viable in all scenarios, it is especially compelling when contact centers are considering upgrading or replacing dialer or ACD hardware.” That’s because with a cloud implementation you don’t really have much in the way of significant upfront capital expense: “Even without long distance costs, a contact center pays more than $0.03 a minute for the hardware platform, support and maintenance, nearly double the cloud/MPLS model,” LiveVox (News - Alert) officials say.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Juliana Kenny