Call centres are critical for many of India’s most prestigious customer-facing companies –including vendors using telemarketing and manufacturers of items with an ongoing need for customer support facilities such as IT component companies.
Gone are the days when a call centre was simply a group of operatives on the phone: today, each facility has complex and multifaceted connectivity needs. Routing calls to the right individual with minimum delay, while critical, is only one aspect of the need. Customers today prefer to interact with call centre teams in a variety of ways: phone, SMS, video chat, e-mail, webchat, Twitter, Facebook…
In this context, high-quality, cost-effective multimedia connectivity is the lifeblood of the call centre and many companies are looking to SIP Trunking technology to increase their productivity and enrich these services.
SIP Trunking enables up to 1500 connections to be established over a single line, leading to significant savings in infrastructure and telecoms costs.
In a recent deployment, 900 SIP channels were distributed over five physical links. Each SIP Trunk was connected to an ethernet port at the respective diallers, with 2 ports each, one for local LAN and other for housing the SIP Trunk solution. The result was an increase in productivity, high call completion and strong uptime, gained from next generation switches located in the core and a protected fibre transmission network installed with the system.
This high-spec technology can support SMS and web-based engagement and can even be extended to offer customers multimedia support if necessary.