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Why the Contact Center on Demand Can Benefit Your Business

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July 25, 2012

Why the Contact Center on Demand Can Benefit Your Business

By Susan J. Campbell, TMCnet Contributing Editor

The concept of technology on demand is a growing need for companies who specialize in solutions needed while on the go. For the typical brick and mortar company, however, on demand can mean the difference between loss in revenue and continued operations. For IBI Investments, access to the contact center on demand saved the business when fire threatened closure.

A complete shut down during a disaster can render a company out of business if they are unable to recover quickly. IBI Investments learned this first hand last year when another floor in their building caught fire. All the workers were able to make it to safety, but any network infrastructure in place was threatened. Fortunately for IBI, their contact center on demand solution and PBX (News - Alert) were hosted in another location.

According to this case study, users are able to leverage the contact center on demand to call from any remote location, using all the features typically available at their desk. As a result, users can continue working without any change in operations or features, ensuring the seamless experience for users and customers. No single event is able to prevent the company from its regular operations or business processes.

IBI leverages the Tikal Networks contact center on demand and the remote agent feature to ensure users only need one phone number and security code to access the system. An IP-PBX and call center can be used from any telephony, whether it is a smartphone, an old fashioned analog handset or even a softphone on the PC. With this feature, IBI IT managers avoided the use of disaster recovery procedures as the contact center on demand continued to operate as if the fire never happened.

Plus, IBI agents have the ability to sign in from another location if they need to work from home, travel for work or when a disaster occurs that keeps them out of the physical office location. Positions can be moved anywhere throughout the world and agents can easily use the system regardless of their location.

The user experience is truly the main focus in this contact center on demand solution. Agents really are the key to a successful operation. If they can’t access the system and serve the customer base, perception is skewed, customer satisfaction can be impacted and overall revenues can easily suffer, even if the outage is short lived.

While no company wants to have to prepare for an impending disaster, there is little that can be done to prevent a natural occurrence. Even human error is sometimes out of the reach of effectively planning, making it imperative that the contact center on demand deployment strategy be in place for the customer-centric organization bent on satisfaction.

Edited by Stefanie Mosca

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