TMCnews Featured Article
March 29, 2012
Easy VoIP Migration Enables the Hosted Predictive Dialer
By Susan J. Campbell, TMCnet Contributing Editor
In the call center environment, leaders are often exploring applications and enhancements that can drive increased efficiency to keep the cost per call at the lowest amount possible, without sacrificing customer care. The implementation of the hosted predictive dialer is a great place to start.
A recent LiveVox (News - Alert) white paper explored the potential in the migration to Voice over Internet Protocol (VoIP), highlighting the fact that complexities that were once a common element within the migration are a thing of the past. Today, advancements in VoIP and cloud technologies make VoIP a simple and easy platform to implement. The same is true for hosted predictive dialer.
To truly grasp the simple path to VoIP, it’s important to understand why it was considered complex in the first place. Part of the challenge is the inherent complexity that tends to accompany the word, “Migration” as it suggests large and complex projects that tend to be met with challenges and obstacles that cause more trouble than the benefits the migration aims to deliver.
For technology, such as the hosted predictive dialer, to have the intended benefits, it has to be easy and immediate in its deployment. In the call center, a migration may bring to mind a rip-and-replace process to change the core call center infrastructure and telephony. The idea of developing strong ROI in this case is a much bigger challenge. The good news is, you don’t have to launch a complex migration process as a simply path to VoIP exists.
Standards in the industry have certainly simplified things, while they are also crucial in technology. They can also be valuable in speeding innovation and increasing the usefulness of a product. When standards are lacking between IP/PBX (News - Alert) vendors and phone carriers, enterprise-class VoIP networks can’t mesh together seamlessly and problems immediately emerge.
Today, carriers and IP/PBX providers adhere to industry standards and seamlessly tie together multi-site, multi-country contact centers. Secure VoIP is now provided by carriers, and when this VoIP is combined with SIP standards, call centers can easily link their sites and agents throughout the world, without hardware. This means the hosted predictive dialer can be used efficiently by a team of agents located throughout the world.
LiveVox positions its solutions in the market to enable the seamless, one-step path for secure VoIP to enable today’s call center to access hosted predictive dialer technology, as well as other hosted capabilities to drive the cost-effective operation of the hosted call center. Its LiveVox Communicator is a softphone application integrated with the LiveVox platform to support interactions securely in the LiveVox Private IP Cloud.
If you’re searching for a more efficient method to support your customers throughout the world, hosted solutions make that possible, without significant upfront investments. Now that the migration to VoIP can be a one-step, easy process, it may be time to consider the change.
Edited by Juliana Kenny