February 22, 2010

The Hidden Benefits of VoIP

When I came across this post, I thought to myself, this guy really gets it. The blog is a little spammy so I decided to copy the contents and link to the post.
My opinion about this post is at the end of this post.
Business VoIP is About Improving Productivity
You may not have considered it but there are many benefits that businesses can achieve by utilising data networks to carry their voice traffic (VoIP). By marrying this voice traffic with data traffic (IP Telephony) it becomes even more powerful.
Here are a few examples;
  1. Cheaper Phone Calls – as your utilising existing data networks
  2. Simpler Infrastructure – one set of CAT5 cables
  3. Scalable – Extend the existing data network
  4. Reduced Operating Costs – converged system is simpler to manage
  5. Enhanced Customer Service – “Click to Talk” web services and easy role out application like call centers
  6. Flexibility – Remote or home workers can work as if in the office
  7. Follow the sun - Incorporate teleworkers in multiple time zones to extend business hours with incurring overtime
Its fair to say that most people focus on the costs savings but in most cases the business improvements far out way the costs savings.
For example if your business operated from multiple sites it would be possible to have a single centralised system located at one site, with optimal staffing resources to operate, manage and support. No need to have 3 receptionists when one will do!
Say you had staff that wanted to work from home or from a remote office. With this technology it would be easy to give them the look and feel of being in the office and the transparency that their co-workers and customers enjoy. Rolling out a distributed business application such as a contact centre or call centre is much easier and more robust.
But….its not that simple to get right!
You must consider;

  1. Quality of Service – across the data network
  2. Reliability
"The paragraph where you state "Its fair to say that most people focus on the costs savings but in most cases the business improvements far out way the costs savings." is right on the money.
It is already possible to make free calls, so one should ask why are businesses really moving to VoIP? It the productivity and flexibility offered by this technology that is the driving force.
Companies are no longer limited to hiring local talent because anyone with a high speed internet connection can be part of the company's phone system. Jet Blue uses home based people as reservation agents. Just think about how much they are saving from this.
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