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Call center applications have continuously evolved with
advances in media integration. A good example is the "data screen pop".
This capability populated customer data on-screen simultaneously with
call connection to a service representative. The result was improved personalization
and transaction efficiency. Underlying this application is traditional
Computer Telephony Integration (CTI) technology, involving a complex integration
of heterogeneous networking technology, circuit-based voice networks and
packet-based computing networks.
Next generation VoIP contact center solutions
overcome the complexity of CTI technology by supporting
all media types over a common IP infrastructure. The elimination
of circuit-based networking and equipment drastically
reduces capital and operational costs. Convedia media
servers can offer an immediate 70-90% reduction in per
port capital costs, equipment space, and power requirements
compared with any traditional circuit-based technology.
VoIP technology also supports drastic cost reductions
in the infrastructure and communication costs across the
call center’s pool of agents and supervisors, supporting
cost-effective work-at-home agents or outsourced/offshore
call centers. IP contact centers also support new capabilities
and features through seamlessly integrating voice, data,
fax, email, web, and video communication channels into
a unified call center infrastructure.
Convedia media servers offer powerful
media processing capabilities to support IP Contact Center
applications including:
- Customizable, multi-language
announcements
- Dynamically
generated announcements (e.g. date or account balance)
- Music on hold
- IVR/VRU capabilities for intelligent
call routing
- Digit collection (inband and
RFC 2833)
- Audio conference bridging and
mixing, including listen-only features for supervisors,
and barge-in support.
- Audio record and playback capabilities
for call quality monitoring and recordkeeping
- Transcoding between different
codec formats
- Video bridging, recording, and
streaming
- Automatic speech recognition
(ASR)
- Text-to-speech (TTS)
Convedia Media Servers also support
VoiceXML 2.0, as well as MSML/MOML, providing an improved
level of flexibility for IP contact center application
desginers to implement robust and powerful solutions that
easily integrate both voice and web call center applications.
Working with our call center
application partners, Convedia media servers offer voice
media processing scalability to support thousands of simultaneous
VoIP channels for any mixed media contact center solution.
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