COMMUNICATION - VOIP -1

I.Make Cheap International Call

With the various different new services and products available to you, you can now make cheap international calls easily. With these new facilities, you ca connect with your relatives and friends all around the world and can talk to your heart desires.

There are a number of services that can help you to make low cost international calls. This includes prepaid cell phone cards, VOIP service, Internet phone call services and similar other such services. For instance, you can buy any of the prepaid cell phone cards and make cheap international call. Many of these calling cards provide you with facilities related to speed dialing and provide with PIN free dialing facility also which makes things much easier for you. The different service providers provide you with different features and facilities in these cheap international call cards. Compare the features and then buy the one that proves to be beneficial for you.

For cheap phone calls you can also opt for the VOIP service wherein you can make cheap international calls through your computer. You need to have a PC with a high speed internet connection and a phone set. The set is then connected to the modem of the computer which allows you to place low cost international calls.

There are services like PC to PC calls also wherein you need to connect a headset to your computer. Your friend on the other end also needs a headset to speak to you and to hear you. Then you can call each other on the telephone and talk as much as you want. However, you may be required to download special software for this which helps in placing these cheap international calls. Some of the cheap international call service providers also provide with free calling facility through which you can call your relative and friends without any charges.

Similarly, there are a number of new services and facilities through which you can enjoy making calls cheap international from your cell phones and through other phones as well. in order to learn more about these cheap phone calls you can visit the website to get information on all different types of phone card and helps you to learn about other facilities like callback services, telephone directory, Telecoms affiliate programs and other such related information. Here you can compare the services offered by the different service providers and then choose the one that provides with the most beneficial services.


II.VoIP Contact Centre Solutions for the Next Generation Contact Centres

Call centres were termed so because in their initial days they only used to receive voice calls over the telephone. But the explosion in communication mediums and the emergence of the Internet as one of the primary modes of interaction has propelled call centres towards handling two-way interactions over Web in the form of chat and e-mails. The name “call centre” no longer encapsulates their core area of operations. Hence, the better name for them now is “contact centre”.

In their task of handling multitudes of interactions over so many communication media, they are assisted greatly by a suite of software programs known as contact centre solutions. Some examples of such software are automatic call distribution systems, telephone call routing software, predictive dialler, VoIP call control, etc.

The new generation of contact centre solutions puts customers at the heart of the business operations. Modern contact centres now offer their clients value-added services such as one call resolutions, good relations between agents and customers and round the clock customer care with a whole lot of other services which were not available earlier.

This new generation of contact centres include the VoIP based contact centres. Let’s see what they are and how they are making a difference to their client’s operations.

VoIP based contact centres
These are the next generation of contact centres that handle calls over Internet using the Voice over Internet Protocol (VoIP). The calls are routed over the Internet using packet switching technology, and the VoIP contact centre solutions provide intelligent routing or data transmission.

Since they are Internet based, VoIP based contact centres provide wider scope in telemarketing, e-mailing, instant messaging, etc. Moreover, because of the low cost of operations, even small sized contact centres and start ups can make it big if they opt for the right VoIP contact centre solutions and manage their resources well.

Key Features:

• Screen pops which help agents retrieve information in real time.

• Intelligent call routing which utilises an up-to-date customer database and where callers get the agent best qualified to address their needs.

• Agents working from their homes and other geographically scattered sites.

• A central office that manages the entire call turnover taking place at multiple locations.

• Real-time monitoring of calls and the agent performance to improve efficiency and recognise weak areas.

• Multiple reports charting out call history and agent performance.

• Scalable and flexible telephony user interface.

Key Benefits

Some key benefits of a VoIP based contact centre are:

• There is no need to significantly alter the existing infrastructure. So this next level technology can be implemented without heavy investments. Existing PBXs and contact centre solutions can be easily adapted to VoIP environment without heavy expenditure.

• VoIP contact centre solutions can be deployed seamlessly without disturbing the ongoing operations; there are multiple deployment options available and hybrid configurations of VoIP and traditional telephony can be easily created.

• After successful deployment the resultant converged voice-and-data infrastructure significantly saves costs and improves efficiency of the agents besides increasing the monitoring and managing capabilities of senior management.

• Since with VoIP contact centre solutions, the staff can work from multiple locations, even their homes, significant savings are achieved in terms of acquiring and maintaining the physical infrastructure.

• Intelligent routing and VoIP call control enables the calling customer to get the best service resulting in overall customer satisfaction and increased goodwill.