VoIP call centers have evolved from an infancy of simple interactive voice response units to complex communications platforms that enable customers to communicate with customer service through a variety of devices and networks. These days, VoIP call center platforms are using social media as a solution to better interact with clients via voice, IM, chat, or social networking.
New social-media features and functions are being added by makers of the platforms in order to draw on social networking benefits and to support the move toward mobile devices in the call center. Some companies are increasingly looking at VoIP call centers as revenue-generating profit centers and not only as customer-support tools.
A report called “VoIP Call Centers Adapt to a BYOD World” from Heavy Reading IP Services Insider, a subscription research service of research firm Heavy Reading, analyzed several companies including Aastra Technologies, Avaya, Enghouse Interactive, Interactive Intelligence, Genesys Telecommunications Laboratories, M5 Networks, VisionOSS, and Voxeo (News - Alert) Corp.
"Until recently, enterprises and service providers generally created separate applications for voice and other customer applications,” said Denise Culver, an analyst at Heavy Reading IP Services analyst and author of the report, said in a statement. “But, this separation has been upended by the trend of consumers and employees to bring your own device, where they expect to interact with anyone they choose."
VoIP call centers have evolved from an infancy of simple interactive voice response units to complex communications platforms that enable customers to communicate with customer service through a variety of devices and networks, noted Culver.
The report also shows that contact centers must allow interaction with clients or consumers via the customer's preferred channel of communication like voice, IM, chat, or social networking. The move toward unified communications has struggled in the marketplace, which it attributes to complexity and a lack of standardization. As a result, there is an enormous opportunity for VoIP call center providers.
Edited by Rich Steeves