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How to do more with less next year
Here’s an example of how VoIP can help a small or midsize firm with a large volume of customer interactions do more with less in 2007:
Say a company had many small offices scattered over a wide geographic area. The sales staff at one office might be swamped with calls while the staff at another office might be sitting idle.
A business VoIP system can catch the rollover calls and automatically look for the next available salesperson in any of the other offices. Customers will get to ask their question of a real person right away, though the person answering the phone may even be working from home in a different region.
And, if a repeat customer is calling, VoIP enhanced with customer contact center software can show key information on a computer screen before the staff even answers the phone, such as order status, delivery preferences, buying history and more.
A specialist in computer telephony integration can help you weigh the value of such messaging options as Voice Mail, Unified Messaging, Screen Pops, Interactive Voice Response (IVR), and Network Faxing. Then they can help design and put in a custom system that your IT guru can maintain at peak performance.
The most important aspect of VoIP is that it is growing and here to stay. As Ken Dulaney, the distinguished Gartner Group analyst, puts it: VoIP "represents the 'dial tone' for the future."
Next steps:
Replay the SOS webinar on "Multimedia and IP in the Contact Center," which highlights Vegas.com's experience and ROI from its rollout and comments from a pioneer of the call center industry.
Get a BenchmarkPortal whitepaper that tells how contact centers really choose technology, and whether to buy components from various vendors or to go with an all-in-one solution (retail value $495).
Get a RealityCheck™ -- Get a complimentary 15-minute RealityCheck™ assessment to learn how your contact center is performing relative to other contact centers, using 12 key performance indicators. SOS can help you interpret the results.
[PRINTER FRIENDLY VERSION]
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Published by
Gia McNutt, SOS
Copyright © 2006 SOS. All rights reserved.
SOS, the leader in simple, smart, secure IP communications, has more certified implementers than any other regional firm and hundreds of customer successes since 1992. Our deep experience means we can help you quickly assess which business technology investments are right for your company. Visit us at www.team-sos.com or call 916.632.8800.
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