Taking advantage of the new Internet capabilities that have been introduced in recent years, BCE Elix now offers new opportunities for contact centers to cut costs. IP contact center solutions deliver intelligent call routing and multimedia contact management for customers and agents over an IP network. A unified solution enables contact centers to quickly implement an infrastructure that takes advantage of the new opportunities offered by the Internet to offer better customer service and increase sales. In short, the IP contact center solution realizes the objectives of any contact center: converged networks, cost savings, and enhanced performance.
Datamonitor defines an IP contact center as one in which all forms of communication, including voice, are treated as data within a single enterprise network using Internet Protocol*. Leveraging the initial infrastructure investments, an IP contact center solution uses the IP network already deployed in an organization’s contact center. It delivers a complete, multimedia, and integrated interaction management solution.
*Datamonitor Report, “Understanding IP Telephony in the Contact Center: When Should You Invest?”, April 2004
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