Call Center Technology Reviewed
When you are looking for call center technology it can be a little confusing. What’s the difference between SIP and Swyx and how do you know which technology to choose that will meet your requirements? In this section of the guide, we have put together a list of the main call center technologies and explain how each of them can be used.
Session Initiation Protocol (SIP)
This technology is helping call centers transform the way they work because they offer a reliable, easy to use and affordable alternative to the traditional desk phone.
The truth is, that desk phones are just not practical in a call center environment which is where technology such as SIP come in. This works by integrating a standard phone with a computer to improve efficiency, removing the requirement for costly desktop telephones without compromising on functionality or quality of customer service.
Once SIP has been implemented new features can be added by simply upgrading the software rather than replacing all of the hardware in an entire department. The SIP station includes a special audio chipset which removes any problems such as poor audio which sometimes occurs when traditional IP phones are used in combination with a USB headset.
User friendly call control functions also enable call centers to operate more effectively with transfers, conferencing, recording, queue visibility and caller details all provided on a desktop application rather than on a small display screen on the telephone.
Swyx and Swyxlt
Swyx call center software is another of the technologies frequently adopted by businesses that process high volumes of calls. This software can be installed on mobile devices as well as desktop and laptop computers.
Not only does Swyx allow each of these devices to become a telephone, but it provides a usable portal for all types of media, easily integrating video, audio, email, voicemail, fax, instant messaging and application sharing through one interface.
As customers want several methods of contacting a business Swyx and Swyxlt enable this to happen because the technologies are efficiently linked with your existing business applications and processes. Not only does this improve workflow, it opens up new methods of interacting with customers, increasing productivity and boosting customer service standards.