Call Centers had no sooner become “Contact” Centers when multimedia “nice to have” features became “must have” requirements. The more mobile the customer base, the more likely that they are on a smart phone and not sitting at a desk computer. They want “contact” however they want to communicate. That use to mean voice by telephone, but might now mean text, chat, email and now video!Continue Reading...
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Phone only ‘call centers’ have been rapidly replaced with ‘contact centers’ that can also handle email and chat communications. Customers want more options for interacting with companies they buy products and services from. Chat requires the customer to be at a computer and though email may be sent from a mobile phone, generally the sender is at a desktop. In a wireless world in which every man, woman and child seems to wonder around with a ‘text’ or sms enabled device on their person, does it not make sense that they would want to text your call center?Continue Reading...
The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react. Most contact centers are still using 1990 thinking in a 2020 world! The adoption rate of Smartphones, customer satisfaction scores through social media, wide availability of video options, and the mobility of customer demographics are terrorizing your call center and what are you doing about it? Still routing phone calls based on Area Code?Continue Reading...
- When do problems happen?
- Where are the problems?
- Why do these problems exist?
We have decided to create a product that eliminates all of the hurdles and answer these same questions no matter how large or complex a network was deployed.
We can now:
- Deploy and auto-discovers your entire network in just a few minutes
- Continuously monitors the health of every device and interface on your network
This allows for some proactive analysis that includes:
- Quickly learn which interfaces in your entire network are discarding packets
- Perform a call path mapping of the health of every interface used in a VoIP call
- Run a call simulation from any computer to any IP endpoint (including router interfaces)
- Know what your current Internet utilization is - live (updated every 2.5 seconds)
- Learn the switch and port where your VoIP phones are connected
Contact us today and we will send you a FREE completely operating network monitoring system for your evaluation. Send a return email that lists:
- Company Name
- User Name
- User email address
- User phone number
And we will email you the download link and evaluation license code! Our only requirement is that you be a ShoreTel system user.! DrVoIP@DrVoIP.com Continue Reading...
Encryption of VoIP traffic was, for some of us a humorous concept. I remembered as a young development professional how much fun it was to use a packet sniffer to capture the bosses packets and reassemble his email over the LAN. Years before that when I worked at the phone company as a central office test engineer, it was not uncommon to find an interesting phone call and plug it into the over head paging system to provide entertainment for the late night test crew. There are times I still think the concept of encryption on VoIP is humorous, but it is becoming less funny all the time as we move toward end to end VoIP with no TDM at all in a world populated by terrorists and other evil doers. In any VoIP environment today, you can at some point use the usual tapping tools to capture a phone call as it hits the TDM gateway and is converted from VoIP to traditional analog or digital signals. From an induction coil to a line mans butt set, you can still intercept a VoIP call as it crosses the TDM boundary.
Now that VoIP is being used end to end, we do need to have a mechanism for encrypting at least the media stream.Continue Reading...
If you ask your average IT professional what a T span is, the usual response will be that it is a 1.5MB connection to the internet. Ask your average telecom tech what a T span is and you will be told it is 24 channels of dial tone! Ask a VoIP Engineer what a T span is and you should get the answer:, "what do you want it to be"? One of the great challenges of implementing a business VoIP solution is the absolute requirement that the implementation team possess an interdisciplinary skill set. Continue Reading...