VoIP Technology » Ip Telephony http://www.dbench.org Tue, 30 Mar 2010 14:40:05 +0000 http://wordpress.org/?v=2.8.6 en hourly 1 VoIP in Different Countries http://www.dbench.org/voip-in-different-countries.html http://www.dbench.org/voip-in-different-countries.html#comments Tue, 30 Mar 2010 14:40:05 +0000 admin http://dbench.org/voip-in-different-countries.html

The popularity of VoIP is grows rapidly. Voice over Internet protocol is changing the existence of conventional phones. Many PSTN or Public Switch Telephone Network is switching their phone to Voice over Internet Protocol. It makes the use of VoIP is increasing significantly. There are different legal issues coming from different countries regarding to this growth technology of mass telecommunication services.

In the United States, the Federal Communications Commission is requiring all interconnected VoIP service. The aim is to comply with traditional telecommunication services and providers. VoIP in the U.S. is required the support providers to the local number portability. The growth of this technology in U.S. is very rapid. It is because many people switching their use of PSTN and conventional phone service to it, even though VoIP is not covering the emergency phone service, such as 911 services.

On the contrary with the growth in U.S., in India and Guyana, VoIP is being prohibited. The government does not allow this technology is being use in the country. The India government is restricting the use of this technology only for the retail commercial sales only and it is only for the long distance service. In Ethiopia, it will be assuming as criminal offense if using Voice over IP. It is because the Ethiopia government is monopolized the service of telecommunication.

Japan is known as the country with high technological influence. All telephone lines are covering with the VoIP technology. Moreover, the IP telephony was being signed as the telephone numbers since 2003. Later, this IP telephony is covering the service of video phone or video conferencing services. Responding to several complaints, Ministry of Internal Affairs and Communications of Japan is regulating the IP telephony over Japan because telecommunication is very important in people live.

By: Dita Nadia

]]> http://www.dbench.org/voip-in-different-countries.html/feed 0 Working of VoIP – The Next Generation Phone http://www.dbench.org/working-of-voip-the-next-generation-phone.html http://www.dbench.org/working-of-voip-the-next-generation-phone.html#comments Sat, 27 Feb 2010 18:50:28 +0000 admin http://dbench.org/working-of-voip-the-next-generation-phone.html

Voice over Internet protocol or VoIP is the newest innovation to the years old audio communication technology. The IP telephony transmits voice, video and data over the broadband networks. The process of calling over the VoIP is quite akin to a normal phone; however, it uses high-speed Internet service, which makes it all the more invaluable. It reduces per-minute call as the technology is based on the packet switching technique of the Internet.

IP telephony caters to the need of international market by offering lower rates for long distance and international calling. Features like cost efficiency, reliability, functionality, security and scalability in IP telephony has made it right choice for the ‘next’ Generation people.

For availing the benefits of VoIP calling, users must be equipped with an Internet service, ATA or Analog terminal Adapter, a handset as well as an IP service. A VoIP call is based on the packet switching technology that converts the audio or analog signals into small packets of digital data. These data is converted using Analog-to-Digital Converter or ADC. The digital packets are compressed into the set standard format and then routed over the Internet connection. These compressed digital standard packets absorb the noise on the way; consequently, the packets get transferred faster and more efficiently. While routing over the Internet, packets are in compliance with standard communication protocols. The packets are routed over the various paths; when they arrive at the destination, there is a re-conversion of the digital packets to analog signals. These data is converted using Digital-to- Analog Converter or DAC.

These conversion and re-conversion process takes place in the real time and the end users enjoy continuous speech flow without any delays. The services of VoIP are based on the packet switching technique, so calling over longer distance is made easier and cheaper. While opting for a VoIP phone or service, users must check features like caller ID with name and telephone number; call blocking, call waiting, 3-way calling, call forwarding, and voice mail.

By: Kristen Kiya

]]> http://www.dbench.org/working-of-voip-the-next-generation-phone.html/feed 0 IP Telephony, VoIP, & The Syllogistic Fallacy http://www.dbench.org/ip-telephony-voip-the-syllogistic-fallacy.html http://www.dbench.org/ip-telephony-voip-the-syllogistic-fallacy.html#comments Tue, 16 Feb 2010 05:39:07 +0000 admin http://dbench.org/ip-telephony-voip-the-syllogistic-fallacy.html

To the telephony novice, the world of modern communication can be an intimidating place. In a world so acronym-laden and thick with trade-jargon, it can be tough to know just what it is that you’re reading about in the first place. If you’re a small business-person, it’s even worse (and let’s face it, who else is reading this?): not only are you supposed to be familiar with these technologies, you’re expected to be able to make informed decisions regarding their use and implementation.

Faced with the daunting array of telecommunications options, you’ve turned to that trusted informant and advisor of the contemporary techno-savvy citizen, the Internet. A quick search for ‘IP Telephony’ or ‘VoIP’ will reveal that it’s easy to find virtual heaps of “information” about VoIP or IP phones (try it now!), but it will also present as many problems as it solves. On the one hand you’ve got the technical articles that immediately lose the reader in thick forests of acronyms that only the technologically initiated can sift through, and on the other (in much greater abundance) you’ll get hundreds of thousands of matches (seriously, try it) which at best are links to places to buy something and at worst are thinly veiled advertisements, clumsily disguised as informative articles.

On the Internet, as in the rest of life, nothing is free. The problem is that every company would love for you to believe that the “quality” content they churn out is an act of pure altruism for the benefit of the consumer at large. I won’t insult your intelligence by pretending that I don’t have an ulterior motive. But today, friends, is your lucky Internet-browsing day! That fact that I’m not pitching any particular brand of anything gives me the rare opportunity to furnish information that I think you might actually find useful. Now that I’ve gained your trust, let me proceed.

So what exactly is IP Telephony, and how is it differentiated from VoIP? If you refer back to your hypothetical search, you’ll find that most companies simply don’t distinguish between the two – it’s just another synonym that their copywriters can use to avoid using the term “VoIP” too often. But there is a difference. IP Telephony, in it’s strictest sense, refers to the use of VoIP, likely in conjunction with other products and services, in a company’s communications network.

Let me put it another way. If a company is advertising VoIP and raving about what it can do for your business, take a good look at what it is they’re offering to sell you. All that VoIP means by itself is the capability to send voice data over digital lines. This could be as simple as a media gateway, or an IP enabled phone. IP Telephony depends upon VoIP, but VoIP is not IP Telephony.

Don’t get me wrong – this is a powerful tool, but by itself it is by no means the business revolution that is so often billed. If all you’re looking for is a way to cut down long-term telephone costs a little, that maybe all you need. Most companies, however, are looking for something a little more useful.

All the fancy extras that you’ll hear about – vemail, virtual call centers, mobile technology integration, and so on – are actually facets of an IP Telephony platform. IP Telephony refers to the actual service – the package deal from a provider including software, hardware, and knowledge that gives you something more than an advanced phone or a specialized router. When you really think about it, the idea of a company offering to sell you VoIP is an absurd one. That would be like a company advertising TCP/IP or trying to sell the concept of packet switching.

Most websites advertising VoIP are simply trying to capitalize of off a trendy buzzword. It is rare to find an actual IP Telephony platform for sale other than the industry standard (which for reference is Avaya IP Office), though they do exist. One such is a small business-oriented virtual call center affair by the company GotVMail called VirtualOne.

But of course, it’s not that simple. There is no standard differentiation in the terms observed by all technology providers (there seem to be few standards on the Internet at all), and this will inevitably lead to confusion. Many companies are as already noted simply trying to sell you an expensive phone by impressing you with the word VoIP, but some more legitimate businesses simply refer to their entire IP Telephony platform as “VoIP service.” Frustrating. It would be nice if we could trust companies to be honest with us, but it’s simply not the case. In the end, the burden of research falls squarely upon the consumer. Good luck.

By: David M Roberts

]]> http://www.dbench.org/ip-telephony-voip-the-syllogistic-fallacy.html/feed 0 Long Distance Calls With VoIP http://www.dbench.org/long-distance-calls-with-voip.html http://www.dbench.org/long-distance-calls-with-voip.html#comments Sun, 14 Feb 2010 08:54:16 +0000 admin http://dbench.org/long-distance-calls-with-voip.html

VoIP or voice over Internet protocol is a technology where the voice data is being transmitted over the Internet connection. It is a phone call technology using the connection or access of Internet. This technology is being growth rapidly these days. It is because of VoIP unlimited services that can reach the unlimited call. VoIP is also known as the IP telephony or VoIP broadband phone service. VoIP unlimited service offers the unlimited calls that can reach to the world wide access. By using your high speed Internet connection, you can save your time and money with making unlimited calls with VoIP. This technology also can reach you to the long distance calling.

VoIP or sometimes called as broadband telephony may reach the long distance call from anyone to everyone in the United States, Canada, Puerto Rico, and other countries. The quality of the phone call is as good as your previous or existing phone service. Keeping your phone number to wherever you will go, you are still able to make the USA long distance calls by choosing the area code. If you are tired of paying too much on your phone bills because of your long distance phone calls, VoIP is the proper answer for your problem of phone bills. The best deal is with minimum fare of $19.99, you can make phone calls wherever you want. You do not need to worry when you are in state or around the world. The cost of this voice over internet protocol is very cheap. Besides making the long distance phone calls, you are also able to make a local phone call with VoIP.

The unlimited local and long distance calls of VoIP is able to reach several countries around the world, such as Australia, United States of America, Taiwan, France, Germany, Canada, United Kingdom, Moscow, including Mobile South Korea, and other more countries.

By: Dita Nadia

]]> http://www.dbench.org/long-distance-calls-with-voip.html/feed 0 Raise Your Earnings With VoIP Wholesale Service http://www.dbench.org/raise-your-earnings-with-voip-wholesale-service.html http://www.dbench.org/raise-your-earnings-with-voip-wholesale-service.html#comments Thu, 28 Jan 2010 10:54:37 +0000 admin http://dbench.org/raise-your-earnings-with-voip-wholesale-service.html

You are thinking of starting a new business. You have the required investment to put in a new venture but are still unsure which business will get you the best returns with minimum risk involved. Chances are you would have heard the term VoIP service by now. This new form of telephony brings a host of business opportunities which you can embrace. VoIP wholesale service is one of the ripening fields which are sure to prove fruitful to anyone who takes it up in the right manner.

Requirements to Become a VoIP Wholesale Provider

1. Substantial investment – As a wholesaler you would be required to make a substantial investment in order to secure the required infrastructure and technical hardware needed to route the call via Internet service. For instance, you would need gateways, switches etc.

2. Technical knowledge – You should be aware about the working of this technology for smooth operations o your business.

3. Extensive client base- One of the best ways to ensure a successful run as a wholesale provider of VoIP, you must have a wide client age to whom you can cater your services.

Selection of a VoIP Service Provider

It is essential to take services from the best voip service provider for you in turn will be selling the same service to your resellers on the basis of which the future of your business will depend.

1. Quality Of Service – Getting enhanced quality service is imperative for this will help you win customer preference and finally achieve a brand image. One of the best ways of judging the quality is through live testing of the call. Another way is to opt for a provider who works with multiple backups, points of presence and switches.

2. Rates – While reviewing the IP telephony you will come across number of service providers who will be offering the same service and features at varying rates. In depth market research therefore becomes essential in order to get quality service at best rates.

Things to Look Out For In Wholesale VoIP service

1. Customer Support – A resilient customer support service helps a business to sail through the difficult times which any technology faces at some point of time. To get the best deal look around for round the clock online support which will help provide immediate solution to your queries.

2. On line Real Time Billing – There are certain VoIP service providers who give special wholesaler panels through which they can check customers call flow, set calling limits and even provide easy recharge options.

Besides this wholesalers are free to sell the service at rates desired by them. VoIP wholesale termination service can thus prove to be a very profitable venture for you if you have the required investment and a wide client age.

By: Kristen Kiya

]]> http://www.dbench.org/raise-your-earnings-with-voip-wholesale-service.html/feed 0 VoIP Guide- Some Guidelines for VoIP http://www.dbench.org/voip-guide-some-guidelines-for-voip.html http://www.dbench.org/voip-guide-some-guidelines-for-voip.html#comments Sat, 16 Jan 2010 16:19:19 +0000 admin http://dbench.org/voip-guide-some-guidelines-for-voip.html

VoIP refers to voice over Internet Protocol. This latest technology provides voice conversations over Internet or via IP-based network. In VoIP technology, protocols are used to carry voice signals over Internet Protocol network. VoIP is also known as IP Telephony, Internet telephony and Digital Phone.

Nowadays VoIP technology is very popular. People generally like to use this technology because its costs are less than traditional phone. Several large corporations use this IP technology to increase their working area. Everyone is currently familiar with voice chat software. Internet protocol telephony has some additional advantages over traditional phone lines.

VoIP technology enables you talk to several people simultaneously. You can also send some other types of data like files, with the help of VoIP. It offers different services with developing technologies. VoIP enables you to send any type of data at higher speeds of Internet.

Several devices can easily receive IP calls. It doesn’t require hardware but some software programs like Skype are required to install on your computer. Some national companies such as Verizon and AT&T also offers VoIP services. Vonage was the very first company that offered voice over Internet protocol services at reasonable rates.

Due to developing technologies, it is said that VoIP has a great future. It has gained a large number of clients in a short period. Its installation procedure is very simple and anyone can easily handle it with a little knowledge.

By: Sardool Sikandar

]]> http://www.dbench.org/voip-guide-some-guidelines-for-voip.html/feed 0 What Exactly is VoIP? http://www.dbench.org/what-exactly-is-voip.html http://www.dbench.org/what-exactly-is-voip.html#comments Sun, 03 Jan 2010 18:03:53 +0000 admin http://dbench.org/what-exactly-is-voip.html

VoIP, acronym for Voice over Internet Protocol, is a common term used for a group of technologies involving transmission. This protocol is used to deliver voice communications across the internet protocol networks such as various packet switched networks like the internet.

VoIP is often referred to as Internet telephony, or IP telephony, and even voice over broadband. This protocol basically is a type of communication service that involves facsimile and voice messaging techniques and applications that are transmitted via the internet. These do not take help from the public switched telephone network (PSTN). The voice signal that is actually in analog form is first converted into a digital format and then the signal is translated into a format compatible with the internet protocol so that they can be successfully transmitted via the internet. This is the technique used at the transmitting end. At the receiver end these internet protocol packets that are received as digitized signals are converted back into analog form and sent to the receiver.

VoIP is a widely used technique of modern times. You can get connected to VoIP service providers by three primary ways: by an Analog Telephone Adapter, by using the Ethernet or Wi-Fi technique and by means of a softphone or a digital phone. VoIP has many advantages which have made it a successful service. It has high bandwidth efficiency and the cost of transmission is quite low. It also enables the performance of tasks and provides such services that are difficult to be implemented using PSTN making them highly flexible.

However VoIP is prone to internet attacks or what we commonly say that data can be hacked by experts and hence it is not a very secure technique. This problem has been taken into consideration and the government and certain military organizations are now using Voice over Secure IP (VoSIP) to protect data which is a modified version of VoIP

By: Joanne Greco

]]> http://www.dbench.org/what-exactly-is-voip.html/feed 0 VoIP Technology, How Does It Work? http://www.dbench.org/voip-technology-how-does-it-work.html http://www.dbench.org/voip-technology-how-does-it-work.html#comments Thu, 29 Oct 2009 00:27:27 +0000 admin http://dbench.org/voip-technology-how-does-it-work.html

VoIP, which stands for Voice over Internet Protocol, is a protocol that has been optimized for transmitting voice via the internet or through other packet switched networks. VoIP carries telephony signals as digital audio that are usually reduced in data rate with speech data compression methods, encapsulated in a data packet stream over IP. In other words, VoIP is the routing of vocal conversations over the internet, or any other network that is IP based. VoIP is also known by other names including Internet telephony, IP Telephony, and Broadband telephony.

VoIP services can have two types of public switched telephone networks (PSTN):

1. Access numbers – the caller is required to key in the extension number of the VoIP user

2. Direct Inward Dialing (DID) – directly connects the caller to the VoIP user.

One of the great aspects about VoIP is that it has the ability to facilitate tasks and provide services that a more traditional PSTN might have difficulty implementing, or may charge more for. Some examples of services that VoIP features include:

• VoIP makes it easy to add an additional telephone line for a home or office, because VoIP has the ability to transmit more than one phone call down the same telephone line connected to broadband.

• VoIP automatically comes with popular phone features such as call forwarding, caller ID, automatic redial and 3-way calling. All of these features can be included in a traditional phone line, but usually each service has an additional cost.

• VoIP already has security in place such as digitizing and digital transmission, which traditional phone lines can sometimes struggle with.

• VoIP phones can work form any location that has a stable and fast internet connection.

• VoIP can integrate with other services that are available though the internet including message or data file exchange, video conversation, managing address books, audio conferencing, and so on.

As you can see, there are many features you can enjoy with VoIP. Furthermore, on the whole, VoIP tends to be the cheaper telephone service in comparison to a traditional phone line. However, regardless if you use a VoIP telephony, or are called by an unknown VoIP user, you can still find out more about a phone number and who it belongs to here.

By: Dan Krasky

]]> http://www.dbench.org/voip-technology-how-does-it-work.html/feed 0 Voip Technology – Revolutionized The Communication http://www.dbench.org/voip-technology-revolutionized-the-communication.html http://www.dbench.org/voip-technology-revolutionized-the-communication.html#comments Tue, 27 Oct 2009 09:25:44 +0000 admin http://dbench.org/voip-technology-revolutionized-the-communication.html

VOIP (Voice over internet protocol), is an innovative advanced technology that allows user to communicate with people via internet protocol. This unique telephony technology can effectively reduce the long distance call charges and provide a relatively less expensive method to communicate.

Thanks to this pioneering technology that has totally changed the conventional means of communication which are often very expensive. Nowadays, the advantages of VOIP are extensively being used in many big and small organizations. People from different fields are employing this service in their businesses as well as in homes. VOIP is also recognized by other technical names such as internet telephony, IP telephony and digital phone.

Although, the names of do not matter, what matters a lot is the function, uniqueness, advantages and low cost of using this technology. There are various benefits and you can utilize all of them by simply using this technology via internet. Generally, for enabling VOIP service in your home or business you just need a personal computer, VOIP phone and internet connection.

No doubt, by using the technology you can get varied advantages in form of low cost calls, ability to stay in touch with the wide spread people, ability to call any geographical location and many more.

Though, besides its benefits there are some drawbacks also, which you may face while using its services, for example, poor signal reception, security theft and any disruption in VOIP phone etc. However, as the popularity of VOIP is increasingly catching attention of the worldwide people, it is constantly improving day by day so that it can serve its 100% to its users.

There are many providers from whom you can get VOIP service and they can easily connect your internet connection with the phone. Therefore, if you really want to save your huge expenses on the long distance phone calls then just enable the services of VOIP technology.

By: Priyanka Verma

]]> http://www.dbench.org/voip-technology-revolutionized-the-communication.html/feed 0 VoIP Technology Shows Significant Promise For Call Center Operations http://www.dbench.org/voip-technology-shows-significant-promise-for-call-center-operations.html http://www.dbench.org/voip-technology-shows-significant-promise-for-call-center-operations.html#comments Mon, 05 Oct 2009 00:01:15 +0000 admin http://dbench.org/voip-technology-shows-significant-promise-for-call-center-operations.html

Before plunging into VoIP head first, it’s important that businesses understand just what they are “talking” about when they begin looking at VoIP technology for their call center operations. Understanding these subtleties will ensure proper planning and appropriate decisons. The first key is to realize that “VoIP” is the basic term where cost alone seems to be the driving incentive. But IP Telephony is so much more. Unlike VoIP lite, IP telephony is not simply about cost savings. The benefits of IP Telephony to call center operations include rich applications, enabling mobility, increased productivity, and enhanced business continuity.

DEFINITIONS

VoIP is the basic transport of voice in a packet form on an IP-based data network. It is the transmission of telephony over a data network and offers little in the way of features and functionality. IP Telephony uses VoIP but is a software application suite offering rich feature applications. These often-modular applications lend themselves to cost-effective integration with other applications that share the IP network. Voice and Data Convergence may be defined as the integration of voice and data applications in a common environment. Of particular significance is the integration of communications applications with key business applications. The latter are usually tied to business processes, which are central to an organization’s operations.

IP telephony lends itself to contact centres for the ease of integration with sophisticated multimedia applications as well as computer telephony integration, intelligent call routing and distributed or virtual contact centre applications. The merging of voice and data applications, such as Unified Messaging, is perhaps indicative of where IP telephony as a voice-based application leaves off and convergence starts.

Voice and data convergence may be construed as the coming together of voice and data in a common environment. This simplistic definition belies the significance of convergence. The reality is that converging voice and data enables the integration of voice communications applications (such as teleconferencing and speech access) with key business applications (such as sales force automation and supply chain management). These business applications are predicated on business processes that are the lifeblood of most organizations. By marrying these applications on any network and on any device, the door is opened to deriving new levels of business value.

THE PROMISE OF VoIP

In recent years the number of companies looking to up grade their call center infrastructure via implementation of VoIP technology has grown dramatically. Merging voice and data on a single network and deploying an IP-based contact center platform allows companies to route calls to home and satellite offices more efficiently. This approach is delivering on the promise of helping companies grow their business, apply productivity enhancing applications, and expand call center operations easily and cost effectively. Scaling for growth to new remote service centers is a smooth transition as each is treated as an add-on node to the existing IP network.

Companies can add remote staff to call center queues when needed and can retain key employees by letting them work from home. The entire process can utilize one application to manage all media for routing and reporting across agent locations. An additional benefit is the ability to deliver business applications over this new network when necessary.

Potential hurdles to implementing pure VoIP include preparing the network with switch and router upgrades, replacing all the desktop phones, and upgrading adjunct systems such as voice mail. These are not insurmountable issues and can either be accomplished all at oce (shotgun) or in a phased in approach. However it is accomplished the business benefits far outweigh any initial challenges.

It’s safe to say that the great migration to the IP contact center is well underway. While there are many approaches, vendors and users agree that the decision is not driven by the technology, but rather by business applications that the technology enables. While companies may appear to take very different paths to VoIP, each is able to make the right decision for their current and future business needs from a myriad of solution options.

THE MIGRATION TO VoIP

In general, however, the migration is happening very slowly. Art Schoeller, an analyst at The Yankee Group, says, “The move to IP in the contact center is inevitable but not imminent. The transition from TDM to IP, catalyzed by Cisco, is much like the transition from analog to digital systems, which was catalyzed by Rolm. Like that transition over 20 years ago, this transition will take time. And this one is more complex.”

Where this transition seems to have found it’s lead is among smaller business entities. Most IP contact center installations have occurred in small to midsize businesses (SMB). Many of these SMBs use home agents and remote offices. SMBs tend to be more willing than larger companies to take risks, many are growing, and they are reaping the benefits of flexibility and agility. Seeing this untapped potential larger businesses are begining to follow suite albeit at a somewhat slower pace…..so far.

As of now there are fewer large installations in place, and they are generally multisite, often with overseas positions (including outsourcers). The major system vendors such as Avaya, Cisco, and Nortel all say they have pure IP installations of 2,000 seats or more. That’s impressive…and it works. It won’t be long before the pace and numbers of installations among larger companies grows significantly. They won’t long be able to deny the benefits offered and the potential positive impact on process and cost efficiencies.

“The industries making radical changes are the ones who are suffering the most pain from economic and market forces, such as teleservices [outsourcers], airlines, telecom and high-tech companies,” says Lawrence Byrd, a convergence strategist at Avaya. “These companies are seeking substantial cost savings from infrastructure consolidation, for example reducing 30 separate [automatic call distributors] to one or two, moving away from the complex and expensive network routing architectures of the 1990s, and intelligently routing the right customer to the right agent, wherever they are.”

“These companies understand that they must make more significant investments in network optimization, as well as changes to their business processes and how they manage their people. But they are willing to do so for the payback offered. IP telephony in the contact center is the technology enabler for such transformation,” he says.

THE TRENDS FOR VoIP

Today, many of the large call center installations – those exceeding 200 seats – are hybrid solutions, some sites are TDM, some are IP. Companies use IP trunking between sites and IP to some desktops, for example, at new sites or sites where the switch has been upgraded. The traditional PBX can serve as a gateway, converting between TDM and IP.

Businesses with multiple locations are turning autonomous sites into satellite sites, significantly reducing the numbers of servers, applications and licenses required for functions such as routing, reporting, Computer Telephony Integration (CTI), quality monitoring and workforce management.

Another trend is higher adoption rates in Europe/Middle East/Africa and Asia Pacific. North America is generally slower to adopt IP contact center technologies because of more conservative and risk-averse decision-makers, and more large installed systems. However, of Cisco’s 1,500 installations worldwide for example, approximately half are in North America.

Yet another trend is for companies to adopt VoIP in the enterprise first and then in the contact center. Gartner analyst Bern Elliot says IP system sales already have overtaken TDM system sales for corporations, but “IP adoption in the call center will lag.” Elliot predicts that traditional TDM-based call centers will remain the dominant architecture for new system sales in North American until mid-2006. IP-based call center systems comprise approximately 10% of new system sales today.

LEASONS LEARNED

Businesses leery of IP contact centers typically express concerns about security, quality, reliability and scalability. Early implementers say they faced challenges, primarily with quality of service, but they used assessment, configuration, testing and monitoring to successfully address those issues. However, the rule of thumb is that if you’ve done what you need to do for your network for other applications, running phones on IP is not a leap of faith.

Many early implementers say voice is more secure and more reliable over IP than it was in a TDM world, and the enhancements to their networks for voice also have benefited their data applications. For example, many clearly saw the potential benefits for growth, flexibility and disaster recovery.

When a significant disaster occurs and a business must trigger its disaster-recovery plan, it is a relief to easily be able to add seats at other sites and reroute calls quickly, with no effect on service. It is also reassuring when system continuity enables the following of the rigorous security processes applied to all other applications for your voice and call center applications.

Many companies have found that TDM is just too expensive for what they want to do. Often they’ll discover that a pure IP solution offers their company lower total cost of ownership than TDM, with additional savings over time by avoiding proprietary hardware. Frequently they’ll also see benefits from virtual operations across sites and CTI in hours instead of months. Also seen have been savings on wiring, moves, adds and changes, and networking of remote locations, while buying flexibility for the future including multimedia enhancements.

THE FUTURE

The breakthrough in adoption of IP in the contact center will occur as more companies share evidence that it is low risk, it works, and there are quantifiable business benefits. Any initial trepidation will soon disappear as companies recognize that VoIP is a technology that’s right for them…..and whose time has come for the call center industry.

Tip….for assistance in finding just the right fit in a VoIP solution for your call center operation take advantage of the FREE consulatative services at Business-VoIP-Solution.com.

By: Michael Lemm

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