Tag Archives: TDM Trunks

Call Center Customer Service

 

 

Do you think that customer service is getting worse?  You’re probably right…

The ACSI just release the 2010 results of their multi-year study on customer service and found that it is…dropping.  Yep.  So if you feel like customer service is going down, you’re probably right.

With a few exceptions, it is declining.

What can we do about it?  I really don’t believe that we are getting up in the morning and saying to ourselves in the mirror, “what can I do to offer worse customer service?”  I believe that those in the industry want to do a better job of offering customer service.

Some claim that it is all about the fragile economy and consumer sensitivity.  If that is the case, now is your chance to jump on it and beat out all of your competition in customer satisfaction.

Greater customer satisfaction leads to:

  1. Customers who buy more from you
  2. Customers who spread good word of mouth about you
  3. More profitable companies

So, things are looking bad across the board…now is your chance to really shine.  What are you doing to shine?  Share your ideas with us here or with me at

Source: Greg Smart — inContact — greg.smart@incontact.com.

For a free inContact webinar demo, more information about the inContact Cloud Based Call Center Solutions, SIP Trunking, TDM, Outbound Termination, Inbound Toll Free Termination, Hosted PBX,  Hosted Predictive Dialers, MPLS, Private Line, Internet T1, E1, DS3, OCX, Fixed Wireless, Ethernet, and Satellite contact an ECTtelecom specialist today at U.S. Toll Free 800-664-3071 or International 850-936-5887. Please visit our website at http://www.ecttelecom.com – For a no obligation quote CLICK HERE.

Why Use SIP Trunking?

 

 

Deploying SIP trunking can be a big step toward simplifying your organization’s telecommunications and preparing for the latest enhancements to real-time communications. One of the primary advantages of SIP trunking is that you can consolidate your organization’s connections to the PSTN at a central site, as opposed to legacy TDM trunking, which typically requires a separate trunk from each branch site.

SIP Trunking in Lync Server

The Microsoft Lync Server SIP trunking capabilities enable the following:

  • An enterprise user, whether inside or outside the corporate firewall, can make a local or long-distance call specified by an E.164-compliant number that is terminated on the PSTN as a service of the corresponding service provider.
  • Any PSTN subscriber can contact an enterprise user inside or outside the corporate firewall by dialing a Direct Inward Dialing (DID) number associated with that enterprise user.

 

Cost Savings

The cost savings associated with SIP trunking can be substantial:

  • Long distance calls typically cost much less through a SIP trunk.
  • You can cut manageability costs and reduce the complexity of deployment.
  • Basic rate interface (BRI) and primary rate interface (PRI) fees can be eliminated if you connect a SIP trunk directly to your ITSP at significantly lower cost. In legacy TDM trunking, service providers charge for calls by the minute. The cost of SIP trunking may be based on bandwidth usage, which you can buy in smaller, more economical increments. (The actual cost depends on the service model of the ITSP you choose.)

 

SIP Trunking vs. Hosting a PSTN Gateway or IP-PBX

Because SIP trunks connect directly to your service provider, you can eliminate your PSTN gateways and their management cost and complexity. Using a SIP trunk can lead to substantial cost savings through reduced maintenance and administration.

Expanded VoIP Services

Voice features are often the primary motivation for deploying SIP trunking, but voice support alone is just the first step. With SIP trunking, you can extend VoIP capabilities and enable Lync Server 2010 to deliver a richer set of services than you can get with previous technology. For example, the same SIP trunk that delivers your telephone service and other VoIP communications services may now provide the following:

  • Enhanced presence detection for devices that are not running Microsoft Lync Server 2010 can provide better integration with mobile phones, allowing you to see when a user is on a mobile phone call.
  • E9-1-1 emergency calling enables the authorities who answer 911 calls to determine the caller’s location from his or her telephone number.
  • GPS locations can be integrated with your Location Information Server to track mobile user location.

 

For a free inContact webinar demo, more information about the inContact Cloud Based Call Center Solutions, SIP Trunking, TDM, Outbound Termination, Inbound Toll Free Termination, Hosted PBX,  Hosted Predictive Dialers, MPLS, Private Line, Internet T1, E1, DS3, OCX, Fixed Wireless, Ethernet, and Satellite contact an ECTtelecom specialist today at U.S. Toll Free 800-664-3071 or International 850-936-5887. Please visit our website at http://www.ecttelecom.com – For a no obligation quote CLICK HERE.