A cloud-based contact center is one of the best alternatives to maintaining a live or on-premise call center. Through a cloud-based contact center, organizations can connect with their current and prospective clients with very limited overhead, paying for the call center time as a service. In this post, we examine the five biggest advantages cloud contact center software has over traditional solutions.
Teamwork is the key to any successful enterprise. The easier your employees find it to complete their collaborative projects, the more smoothly your company will run. Collaborative technology is likewise incredibly important -- and there have been great strides made in just the last few years.
Switching to VoIP is a sensible decision for many companies: compared to more conventional telecommunications solutions, VoIP is cost-effective, customizable and scalable. But once you've decided that your company is going to move towards VoIP technology, you still have to decide whether you want a hosted VoIP solution or an on-premise VoIP solution. Neither is inherently better than the other; it all depends on your company's needs and budget.
By Shannon Hitchens
These days there seems to be a lot of interest surrounding SIP Trunks. SIP or Session Initiated Protocol has become the standard call control protocol for VoIP. Without customers even being aware of it, many carriers are using SIP Trunks for voice calls. If you have a Dynamically Integrated T-1(s) with both voice and data or Internet, your carrier is likely delivering your voice calls as SIP. The carriers typically install an Integrated Access Device (IAD) or ‘gateway’ that converts the SIP Trunks to a conventional PRI-T1 interface for traditional/legacy PBX’s. The latest innovation in voice communications is telephone systems that accept SIP Trunks directly or natively. This eliminates the need (and sometimes expense) of an IAD and removes a point of failure.