Contact Center for Enterprises

Contact Center for Enterprises - Market Requirements

The legacy Contact Center has been a necessity for enterprises that service customers via the telephone. Whether servicing a major airline or a small local business – providing prompt access to helpful agents is an important part of all businesses and a constant target for improving performance and efficiency.

As a result, the legacy Contact Center has gone through a metamorphosis, emerging as the IP Contact Center which replaces the PBX and separate IVR and ACD systems and merges email and instant messaging into a new architecture that integrates these functions, leveraging Voice over IP technologies. With IP Contact Centers, full featured contact centers can be deployed with agents virtually anywhere globally, where there is IP connectivity. If the goal is to reduce costs in the existing call center, leveraging inexpensive overseas labor or add Work At Home Agents (WAHA), IP Contact Centers provide tremendous flexibility to adapt to changing markets and labor resources. 

Contact Center for Enterprises - AudioCodes Solution

AudioCodes provides a comprehensive set of products which are suited for Contact Center deployments including:

• AudioCodes’ MediaPack & Mediant Gateways provide important connectivity to the PSTN and deliver industry leading voice quality with a range of scalable solutions based on industry standard protocols.
• The AudioCodes IP Phone 300HD series meets a growing demand for High Definition VoIP solutions in end-user phones and terminals, providing high voice fidelity, advanced security and features and enhanced user interface. The IP Phone Series includes different phone models which adhere to the requirements of different types of business users, and are widely interoperable with IP-PBXs, Softswitches and IP Centrex solutions.
• AudioCodes’ IPmedia Media Server provide important scalable and high performance media resources to the contact center needed for on-hold announcements, IVR, tone detection, recording and conferencing functions.
• Session Border Controllers - nCite Session Border Controllers - provide secure traversal of firewall and network address translation (FW/NAT) systems, as well as denial of service (DOS) attack prevention through deep packet inspection at both the SIP signaling and VoIP media layers. nCite SBCs also provide end-to-end QoS, protocol Interworking, and support of high call processing volumes and over-subscription ratios required for a scalable residential VoIP service offering. p>

Contact Center for Enterprises Features

• Superior voice quality with reduced bandwidth codecs for excellent service quality
• On-board dialing plan
• Caller ID (ANI) presentation for preserving ACD functionality
• T.38 support for enabling fax communications with the Call Center
• Answering Machine Detection (AMD) and Special Information Tone (SIT) detection for optimal operation and effective resource management with predictive dialers
• High performance for peak hour service