1. ETE405 :: Lecture 5 Dr. MashiurRahman Book : Cisco - Voice over IP Fundamentals Page 95-
2. Chapter 6. Voice over IP Benefits and Applications Benefits of Voice over IP (VoIP), including cost savings, single infrastructure savings, and new applications Using a packet telephony call center versus a circuit-switched call center Service provider prepaid calling card applications Service provider enhanced services (such as Internet call waiting and click to talk) An enterprise VoIP case study
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4. Ability to have one Information Services (IS) department that supports both voice and data networks
16. We can provide services remotely and earn a lot of money!
17. The global market of call centre industry was US$ 382.5 billion in 2004 and is expected to reach US$ 641.2 billion by 2009.
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20. Misrouted/rerouted calls—Each time a call must be routed to a different agent (because, for example, an agent might not have the correct skills to answer a customer's question, or he does not speak a customer's language), revenue is lost.
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23. Employee turnover—Call-center work can be stressful, and, because of the repetitive nature of such work, keeping workers can be difficult.
27. Information duplication—Call agents can avoid asking the same question twice if transferred to a new agent. This is possible due to the information on the first agent's screen "popping" onto the new agent's screen when the call is transferred to the new agent.
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30. With a connection from the legacy CSCC into the IP network, you can use enhanced features such as IP-based IVR systems (also known as Voice Response Units [VRUs]) and unified messaging services such as fax–to–e-mail, text-to-speech, speech-to-text, and so on.
