Datapoint Launches Managed Services Portfolio to Improve Call Center Voice and Data Quality
February 02, 2011
By David Sims
, TMCnet Contributing Editor
Datapoint, a vendor of communication systems, has launched its Managed Services portfolio, billed by company officials as a product to help call centers "better manage voice and data as well as tackle poor voice quality in the call center."
Company officials say there is a "£7.6 billion loss owing to poor voice quality in UK call centers. They point to a recent global survey finding that 79 percent of consumers reported experiencing poor voice quality, "and only one in six organizations have appropriate tools to monitor poor voice quality issues... poor voice quality occurs, on average, for 34 percent of each call. Across the UK this equates to a national loss in agent costs of £7.6 billion."
The deployment of specialist tools to monitor and manage the data network is standard practice, yet half of the UK’s medium- and large-sized call centers now use Voice over IP, where voice and data are run over the same network." Not that VoIP itself is a problem, mind you, but as Datapoint officials say, tools designed to monitor and manage the voice components and traffic on the network "have until recently been limited, both in terms of availability and effectiveness."
Datapoint’s Managed Services portfolio uses what company officials call "proactive, real-time monitoring and management of both voice and data traffic. Furthermore, Datapoint is able to monitor the quality of voice traffic as it traverses the network and identify issues as they occur."
The absence of effective management tools "has in many instances led to voice quality issues and intermittent loss of service," company officials say, adding that call centers "need to monitor and manage both voice and data to eliminate voice quality issues and ensure voice service availability and optimization."
In October, TMC had the news that Sipera Systems (News - Alert), a vendor of real-time Unified Communications enablement and security, announced that Datapoint joined the Sipera Partner Network as a Silver Level Reseller. By doing so, Datapoint is now certified to deploy Sipera's UC security products to call center customers.
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David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Charles West