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Guest post by: Ivana Lewis Become an Author

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Do you know why the call centers are termed so? This is because in the earlier days, they only used to receive the voice calls over the phone. With the explosion in the communication mediums and the beginning of the internet as one of the important modes of interaction, it has propelled the call center firms towards the handling of the two way interactions over the web especially in the form of emails and chat. Today, the name of call center no longer summarizes their major area of functions. Hence, the advanced name of it is described as contact centre. In the task of handling a multitude of interactions over the different communication mediums, call centres are assisted greatly by a range of software programs, which is specially known as the contact center solutions. Some of the examples of such software are telephone call routing software, VoIP call control, predictive dialer and automated call distribution system and others.

New generation of the contact centre solutions are found to put the customers at the core of business operations. Most modern centers are now found to offer the clients with the value added services like that of one call resolutions. It also ensures good relations between the customers and the agents thereby offering round the clock customer support including a whole lot of other services that were not found earlier.

The new generations of the contact center services include the VoIP based contact centre solutions. In the following lines, you will see what are they and how they are creating a difference to the operations of the clients.

What is VoIP based contact centers?

The VoIP based contact centers are known to be the generation next contact centers. These centers are especially known to handle the calls over the internet using the VoIP or the Voice Over Internet Protocol. All the calls are routed over the web with the use of the packet switching technology while the VoIP solutions offer intelligent data transmission and routing.

As they are basically internet based, the VoIP centers will be offering a wider scope in emailing, telemarketing, instant messaging and more. Additionally, due to the low cost operations, even the small sized centers and the start ups can also make it quite big if at all they opt for the exact VoIP contact center services in order to manage the resources well.

The main features on offer:

• Flexible and scalable telephone user interface • Multiple reports that chart out the agent performance and call history • Call monitoring in real time and agent performance so as to improve upon the efficiency and to recognize the weak areas • Centralized office which manages the whole call turnover which is taking place at different locations. • Screen pops that help the agents in order to retrieve the information in the real time. • Agents including the ability to work from their homes and from the other geographically dispersed sites • The use of intelligent call routing that utilizes an up to dated consumer database and wherein the callers attain the agent best qualified so as to address their requirements.

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