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Papers
West Corp.=20
Can Help You Maximize Customer Service Savings By =
Using=20
VoIP By Steve McCoy, Director, Strategic =
Technology Planning
For years, VoIP =
(Voice over=20
Internet Protocol) has been a hot topic in the =
business=20
community. Experts touted the eventuality that =
replacing=20
normal telephony connections with Internet-based =
connections=20
would revolutionize telecommunications by allowing =
companies=20
and consumers alike to ditch their local and =
long-distance=20
providers, saving millions of dollars in the=20
process.
The advantages of VoIP also extend to =
the=20
customer contact center. For example, a traditional =
domestic=20
telephony call may be routed through several contact =
and data=20
centers before being routed to a contact center =
offshore.=20
However, a call entering an IP port can be routed =
directly to=20
that end point at a much lower cost.
So why =
hasn=E2=80=99t=20
this revolution fully happened yet? First, it is =
taking time=20
to develop the technology to the point wherein it can =
be a=20
viable replacement for all elements of TDM voice =
technology.=20
Second, despite the fact that large corporations are =
typically=20
the earliest adopters of new technologies for =
enhancing=20
productivity and reducing costs, many companies are =
reluctant=20
to swap their current phone networks for VoIP because =
the=20
overall industry is still young. Those conducting VoIP =
deployments successfully are doing so gradually, =
enabling VoIP=20
at various levels of their networks under stringent =
testing=20
and performance-level guidelines.
Will VoIP Eventually Replace TDM=20
Phones? VoIP has the potential to replace =
the=20
current TDM system for three reasons: 1) VoIP =
protocols=20
support higher quality at lower cost; 2) Huge amounts =
of=20
excess broadband capacity are currently going unused; =
and 3)=20
Most companies currently support separate voice and =
data=20
systems. By replacing traditional phone systems with =
VoIP,=20
companies can consolidate two network systems into =
one.
Why Should Companies Partner With West To =
Benefit=20
From VoIP? Selecting a partner such as =
West=20
Corporation is the natural choice when it comes to =
deploying=20
an evolving technology like VoIP. With nearly two =
decades=E2=80=99 of=20
customer-service outsourcing experience, West has =
built a=20
robust global infrastructure that includes over =
135,000=20
telephony ports, many of them VoIP-enabled, as well as =
five=20
fully redundant domestic data centers. West is already =
investing in VoIP to drive cost savings for its =
clients by=20
migrating customer service calls from TDM telephony =
standards=20
to VoIP and back again at various points in the =
process=20
depending on the client=E2=80=99s particular needs and =
capabilities. Partnering with West enables you to =
take=20
advantage of the cost savings offered by VoIP while =
minimizing=20
your investment risks. Even those companies that =
manage their=20
own contact centers can profit from West=E2=80=99s =
VoIP experience=20
through the company=E2=80=99s hosted solution that =
allows companies to=20
manage their own applications and drive calls to their =
own=20
agents.
About West Corporation West has =
helped=20
many of America=E2=80=99s largest companies discover =
the numerous=20
advantages of outsourcing their customer care and =
customer=20
service functions. For more information, please =
contact West=20
Corporation at 1-800-841-9000, or visit http://www.west.com/.
[ Return=20
To The June 2005 Table Of Contents=20
]
=E2=80=A2 INTERNET TELEPHONY=20
Announces Winners of the BSS/OSS Excellence =
Awards=
=E2=80=A2 INTERNET TELEPHONY=20
Magazine's 12th Annual Product of the Year Award =E2=80=A2 TMC =
Welcomes Matt Weiner=20
as Vice President of Business Development =E2=80=A2 Announcing the 4GWE=20
Wireless LTE Visionary Award =E2=80=A2 TMC's =
Information=20
Technology Web Site Serves More Than 1 Million Page=20
Views =E2=80=A2 Customer Interaction=20
Solutions Announces 2009 Product of the Year Award Call for=20
Entries =E2=80=A2 John =
Grogan Joins=20
IT.TMCnet.com as Director of Business =
Development =E2=80=A2 4G =
Wireless Evolution=20
Announces Winners of the 2009 Wireless Backhaul Distinction=20
Award =E2=80=A2 Anthony Cassio Joins 4GWE=20
as Director of Business Development =E2=80=A2 TMC, =
Crossfire Media=20
Launch New Web Site Focused on Smart Connected Products and=20
Services =E2=80=A2 ITEXPO =
West 2009 Draws=20
More Than 6,000 Enterprise, Service Provider, and Channel =
Decision=20
Makers to Exhibit Hall and Conferences =E2=80=A2 4G =
Wireless Evolution -=20
Introducing 4GWE.TMCnet.com Product of the Year =
Awards =E2=80=A2 2009 =
INTERNET TELEPHONY=20
TEM Excellence Awards Call for Entries =E2=80=A2 2009 =
INTERNET TELEPHONY=20
Excellence Award Winners Announced =E2=80=A2 TMCnet =
Editorial Team=20
Expanded =E2=80=A2 Introducing=20
Cable.TMCnet.com Product of the Year Awards =E2=80=A2 Introducing=20
Robotics.TMCnet.com Product of the Year Awards =E2=80=A2 2009 =
INTERNET TELEPHONY=20
BSS/OSS Excellence Awards Call for Entries =E2=80=A2 Paula =
Bernier Named=20
Executive Editor of INTERNET TELEPHONY =E2=80=A2 Customer Interaction=20
Solutions and TMC Labs Announce 2009 Innovation Award=20
Winners =E2=80=A2 4G =
Wireless Evolution -=20
Announcing the Wireless LTE Visionary Award, New from=20
4GWE.TMCnet.com =E2=80=A2 INTERNET TELEPHONY=20
Magazine Announces Winners for the 2009 IPTV Excellence=20
Award =E2=80=A2 TMC, =
Intelligent=20
Communications Partners Launch New Web Site, Conference =
Covering=20
Smart Grid Technology =E2=80=A2 TMC =
Announces Promotions=20
within Senior Executive Team =E2=80=A2 TMC =
Expands Integrated=20
Sales Team =E2=80=A2 Digium =
to Host Asterisk=20
Training Courses at ITEXPO in Los Angeles =E2=80=A2 4G =
Wireless Evolution -=20
TMC and Award Solutions Add New Wireless Broadband Training =
Courses=20
to ITEXPO West '09 in Los Angeles =E2=80=A2 Ingate =
Adds New Sessions=20
to Its Free SIP Trunking Workshop at ITEXPO, September 1-3, =
in Los=20
Angeles =E2=80=A2 Customer Interaction=20
Solutions Magazine Announces 2009 Speech Technology =
Excellence Award=20
Winners =E2=80=A2 TMC =
and WiNOG Announce=20
Conference Agenda for Fixed Broadband Track at ITEXPO West =
2009 in=20
Los Angeles =E2=80=A2 Digium =
to Host Asterisk=20
Training Courses at ITEXPO in Los Angeles =E2=80=A2 Erin =
E. Harrison Named=20
Senior Editor for TMC and TMCnet =E2=80=A2 2009 =
INTERNET TELEPHONY=20
Excellence Awards Call for Entries =E2=80=A2 TMC =
Announces 2009 IP=20
Contact Center Technology Pioneer Award Winners =E2=80=A2 Call =
for Early Bird=20
Entries for the 2009 TMC Labs Innovation Awards =E2=80=A2 INTERNET TELEPHONY's 2009=20
TMC Labs Innovation Award Winners Announced INTERNET =
TELEPHONY's=20
2009 TMC Labs Innovation Award Winners Announced =E2=80=A2 Erik =
Linask and Michael=20
Dinan Promoted within the TMCnet Editorial Team =E2=80=A2 2009 =
Unified=20
Communications TMC Labs Innovation Award Winners=20
Announced =E2=80=A2 The =
2009 INTERNET=20
TELEPHONY IPTV Excellence Award Is Seeking =
Nominations =E2=80=A2 Influential Managers at=20
Enterprises, SMBs, Government Agencies Rely on=20
IT.TMCnet.com =E2=80=A2 TMC =
Introduces 'Telecom=20
Agent Day' at ITEXPO East 2009 =E2=80=A2 Customer Interaction=20
Solutions Magazine Releases 2009 Editorial =
Calendar =E2=80=A2 Betsy =
Estes Joins Leading=20
Global Media Company as Senior Accountant =E2=80=A2 Ingate's Free SIP Trunking=20
Seminar Returns to TMC's INTERNET TELEPHONY Conference & =
EXPO in=20
Miami =E2=80=A2 Customer Interaction=20
Solutions Announces 2008 Product of the Year Award Call For=20
Entries =E2=80=A2 2008 =
Speech Technology=20
Excellence Award Winners Announced by Customer Interaction =
Solutions=20
Magazine =E2=80=A2 2008 =
INTERNET TELEPHONY=20
Excellence Award Winners Announced
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