Welcome the Cloud-Based Contact Center, but Only With a Voice Management Solution in Tow
May 03, 2012
By Carrie Schmelkin
, TMCnet Web Editor
Cloud-based contact centers are all the rage in the tech space right now, much as Jessica Simpson’s pregnancy is in Hollywood’s own stratosphere. After all, tech giants all over are clamoring to get into the cloud-based contact center club because of the countless benefits they afford – aside from the obvious ones of cost savings and increased efficiencies.
So for those of your ready to purchase your ticket to the cloud-based contact center train, make sure you ask yourself certain questions before buying the contact center so you avoid experiencing common problems. And the first question to ask yourself is, “How can I get the most stellar VoIP quality?” according to a recent call center article.
When it comes to call quality, nothing is perhaps more important to businesses than clear sound and fast responses times as latency and muddled sound can be huge deterrents for prospective customers looking to do business with you. But with VoIP, since your calls are being routed over the public Internet, quality problems can abound.
Specifically, when deploying VoIP directly over the public Internet, VoIP service packetizes voice and sends it over a network alongside all the data traffic, which can cause a problem if there is not enough bandwidth. And just as when there are too many cooks in the kitchen, excess data traffic can result in messy food, holdups in the kitchen and overall stress – or simply put, lesser VoIP quality.
To avoid these pitfalls, the right contact center provider will specify the VoIP network and select dedicated connections to ensure that VoIP traffic is not affected by the public Internet. Moreover, the gateway onto a data network can be set to always prioritize your voice over data traffic, thereby guaranteeing voice quality if your gateway is shared, according to the article.
One company that has committed itself to helping companies provide stellar VoIP quality is Tone Software (News - Alert), a leading provider of voice management software. Tone Software is a high technology software development firm specializing in global business, telecommunications, and IT infrastructure management solutions.
Tone Software recently unveiled the ReliaTel Management Solution 4.0 Release, which now boasts advanced performance dashboards, prioritized traceroute, alarms backlist and extended AccessPlus remote access. The solution delivers expanded management intelligence, among other things.
Designed to address the needs of managed service providers (MSPs), integrators and enterprises, the new 4.0 release optimizes operations while providing management views that augment operational efficiency, lower costs, and improve the ROI on voice over IP (VoIP) and unified communications (UC) investments, according to company officials.
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Edited by Braden Becker