Voice over Internet Protocol (VoIP) management is the organization of a business’ call routing, recording, and inbound and outbound calls over the Internet. As VoIP has grown to proliferate the way businesses conduct customer relationships, it is increasingly more important for them to put a management system in place, especially one that will most effectively streamline their efforts.
VoIP management is the formal structure by which companies, either SMB’s or enterprises, organize the structure through which their calls come and go, usually incorporating cost management, recording technology, and compliance packages.
The system through which companies manage their VoIP processes materializes in the form of testing before deployment, assessing the operation’s functionality, and maintaining ongoing processes. Managing VoIP performance gives businesses the awareness of how agents are handling calls should they need assistance from supervisors, and overall call quality.
VoIP management can help enterprises maximize the performance of their IP telephony structures and applications including tools such as VoiceXML (News - Alert), IVR systems, call routing, and cost management features. Call quality problems can be easily pinpointed with the right management system.
Several processes that typically occur within the call center can also be automated to decrease agent talk-time and redirect staff efforts such as dialing, problem management, and alerts.
With the latest increase in businesses using VoIP all over the world, the need is even greater for more efficient VoIP management systems. Voice services moving towards IP networks have been one of the biggest trends over the past decade in the technological arena, and the need for their management is now of great importance.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Jamie Epstein