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3. VoIP strategy for a single site call center

Learn the response to the third question in SearchCRM.com's exclusive VoIP call center quiz. Read the answer and more detailed information on contact center software and VoIP.


3. VoIP strategy for a single site call center

True or False? According to experts, there are no strategic reasons to implement VoIP technology in a single site.

a) True
b) False

ANSWER: B

According to a recent interview with Lori Bocklund, president of Beaverton, Ore.-based consultancy Strategic Contact, "A single site running VoIP helps the call center move farther into enterprise."

Regional banks and credit unions have been some of the single-site centers that are early adopters of VoIP. Typically, these companies have one call center and multiple branches. With VoIP installed throughout the company, the branches are more closely connected to the call center. When there's a high volume of calls at the call center and downtime at the branches, calls can be routed to a branch."

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This was last published in July 2006

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