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Call Centre Telephony Solutions - Choosing the Right One

Published on 02 May 13

Jamie 2

If your business has a call centre telephone platform that needs upgrading or is in the process of setting one up for the first time, then you will be confronted with a variety of competing options.

Making sure that you choose the right solution is of paramount importance, because getting it wrong could leave your company tied down to something costly and unfit for purpose.

But how do you work out which call centre telephony solution is most apt? Here are a few tips to help steer you through the choppy waters of the decision-making process.

On-Site Setups

Plenty of call centres are still run over analogue lines using internal PBX systems and this is a viable option for companies wanting something relatively traditional that is going to keep the lines of communication open without fail.

Going for an on-site option will mean that you need a permanent technical team to manage everything, although you might also be able to use a third-party support provider if it is not possible to keep everything moving in-house.

Even basic PBX hardware can offer decent call handling options, such as automated routing and forwarding. However, you will also need space for this kit, which is something to bear in mind.

Considering the Cloud

A lot of companies are starting to look to call centre telephony solutions which are not located on-site, but instead rely on cloud computing to host all the hardware and software.

Hosted VoIP services are suitable for call centres of all sizes because unlike on-site PBX solutions you will be able to scale the platform to suit your current needs.

Whether you have five call centre workers or 50, there should be a suitable cloud-based solution to see you through. And because everything is hosted remotely you will be able to add further extensions as and when required without being blocked by the bottleneck of an on-site system.

Although a hosted call centre telephony solution will typically rely on a digital VoIP connection, it is also possible to hook into a provider's services through a standard analogue line. This is less desirable however, since traditional connections are limited by their bandwidth and offer few channels for voice comms.

On-Demand Extras

Once you have decided on the type of call centre telephony solution that is going to be appropriate for your business, it is necessary to select from the available providers based on the types of extra services that they offer in a given bundle.

Depending on the industry in which your business operates it may be necessary to record all calls to comply with regulations, so this might be a desirable asset.

You might also be interested in a platform that comes with advanced routing, allowing you to forward calls to particular extensions or external numbers based on the time of day or even a specific date.

In addition there may be benefits such as voicemail and even fax to email which catch your eye, essentially allowing you to enjoy a unified communications platform without incurring much more expense for your call centre telephony solution.

As long as you are willing to be patient and consider a variety of options, getting the right platform for your call centre will be a relative breeze. Providers should be looking to impress you and get you on board through their willingness to engage with your needs, although it is also necessary to keep a level head when confronted with lots of marketing hype.

Whichever solution you choose, now is a great time to modernise your call centre setup.

This article is supplied by Jamie Garner, who works for Daisy Group, a leading provider of business communications products and services.

This blog is listed under Telecommunications Community

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