End of the Premises Contact Center

By: John Shepler

Business telephone operations have changed a bit over the years. Single line phones soon gave way to the switchboard with live operators to direct calls. Automation replaced the switchboard with the receptionist backed up by a key telephone PBX (Private Branch Exchange) phone system. Call centers with dozens or hundreds of agents performing customer service developed specialized version of PBX systems with integration of computers and telephones. Still, one thing remained constant over the decades of technology evolution. The facilities all remained on-premises.

What’s Wrong With Premises Equipment?
The idea of keeping everything in-house has a appeal to it. After all, if you have the equipment right under your nose, you have complete control of how it works, who gets to use it and what services are available. You might even get lulled into the notion that in-house means much higher reliability than facilities located somewhere out there.

With premises based facilities you do have the ability to take a look at the system whenever you like. You can even give it a love pat from time to time just for good luck.

Along with this ability, you also pick up some responsibilities. You have to provide space, reliable power, connections to each and every phone and on-going maintenance. You didn’t think that these things ran themselves, did you? You also didn’t think that they came free of charge? No, sir. There are some major bucks involved with setting up a call center or contact center phone system and keeping it up to date.

Moving on Up to the Cloud
Unlike the last century or so, today you have the option of being able to run an efficient contact center while unloading the equipment burden. Where does it all go? To the cloud, of course.

Not everything, mind you, but the core system relocates to a remote data center. What you are left with are the actual telephones and computers that you can’t do without. But with a cloud based system, those phones and computers can be scattered around the globe and even at home for some agents, yet all connected as if they were in the same building.

More that Cost Savings
Cloud based contact centers have the obvious advantage of eliminating a major money pit in the form of PBX equipment, software and on-going maintenance. That means less tech support needed at your end. The service provider takes over the support function and handles tech issues 24/7. You may not have been able to even afford this level of scrutiny in-house.

The cloud also has its own benefits. What’s different about a cloud-based system is that a dedicated service prover builds a massive technical plant way beyond what any single company could justify. The benefit to you is that you can likely expand or contract your use of the system at will. If business grows you add more seats and pay for them one by one. If business goes into a tailspin, you eliminate the seats you don’t need.

Another cloud benefit is that you get the latest technology, including features that your in-house system probably can’t provide. That includes individual user features but also major infrastructure like redundant data centers. With duplicated facilities running in parallel, if one center goes down for any reason, the other picks up the load invisibly to you. That translates to higher availability. One vendor, inContact, boasts 99.99% availability.

Tools for Higher Productivity
The inContact suite of tools includes ACD (Automatic Call Distribution) with skills-based routing, IVR (Interactive Voice Response) with speech recognition, CTI (Computer Telephone Integration), predictive , progressive and preview dialers, call recording, extensive reporting, quality monitoring and Workforce Optimization tools.

Sure, you might develop an ad-hoc solution in-house that could provide similar functions, but you’re looking at a substantial development process that sucks up time and money and then YOU have to keep it all running and make improvements over the years. Why re-invent the wheel when the latest in call center efficiency is available for your use right now and can grow with your needs?

Do you have a stand alone call center or a contact center as part of your core business that includes 15 or more “agents” on the phones? If so, cloud based communications
may be exactly what you need right now.


Note: Original photo of telephone operators courtesy of Seattle Municipal Archives on Wikimedia Commons.

Hosted VoIP Can Improve Telephone Reliability

Many mid-size and even large companies insist on maintaining their own in-house telephone systems in the belief that it’s the only way to ensure reliable communications. Is this really true, or just one of those long held beliefs that need to be re-examined?

There’s been a major game changer introduced into the telephone services industry recently. It’s the rise of hosted PBX or HPBX. You’ll also hear it called hosted VoIP or communications in the cloud. Like everything else “in the cloud,” this is truly a revolution in technology. In a decade or two, we’ll look back and wonder why we didn’t always do it this way.

“Cloud, schmoud,” you say? I can see how you might feel that way, especially if you’ve been burned by a poor implementation of VoIP technology. VoIP isn’t a particular product or even standardized methodology. It’s a general class of voice communication based on packet switched network technology. VoIP runs the gamut from software running on a laptop computer at the coffee shop, to dongles that let you plug your telephone into a PC, to broadband phone that shares an Internet connection, all the way up to enterprise and even carrier level solutions that are indistinguishable from traditional phone systems to the caller.

What successful enterprise implementers of VoIP telephony know that others don’t realize is that you need a carefully engineered network from the telephone handset to the service provider to protect fragile voice packets from being crushed by more numerous and robust data packets. In most cases, that means stay off the Internet except when you absolutely have to in order to include a remote worker or someone traveling. One reason is that the Internet does not support Class of Service controls to ensure the integrity of voice packets. Other parameters, such as bandwidth, latency, jitter, packet loss and out of sequence packet arrivals are uncontrollable on the public Internet. All of these are readily managed on private lines, MPLS networks and SIP trunks.

With the connectivity issue solved, there is still the issue of reliability. Won’t an in-house hardware solution that’s been proven over years of operation be inherently more reliable than “something out there, somewhere?” Not when you realize that the “something” you are referring to is the latest high quality servers set up for redundant protection with multiple levels of backup power and complete environmental controls. Like everything else in the cloud, there is a lot of virtualization involved so that resources are available in depth and instantly scalable.

The hosted solutions provider absolutely must provide high quality service or they’ll go out of business. After all, this is either a major part of their business or all of it. They almost always have technical staff on duty 24/7 and keep up with maintenance activities. How about at your company?

This is where the superiority of in-house PBX starts to become suspect. First of all, is your system really that rock solid? Parts never fail? The power never glitches or goes completely off? You may have duplicated the security, environmental control and power backup of a SAS 70 Type II data center, especially if you need this facility for your IT equipment. On the other hand, if your PBX is simply sitting in a “telephone closet” or maintenance room where the phone and data lines come in, you may not be all that well protected against disasters.

How about the age of that machine? We know that computers go obsolete almost before they are unboxed. PBX phone systems aren’t quite that bad, but they do start to degrade as the years go by. At some point, it’s hard to find replacement parts or even someone knowledgeable to maintain the system and make repairs. New features are introduced into the telephony marketplace, but you can’t take advantage of them. Your system is just a bit too old to be upgraded. This is how obsolescence begins. Pretty soon, you’re patching together a dinosaur that should have been hit by a meteor years ago.

It is being recognized that hosted VoIP solutions can be as reliable and even more reliable than in-housed PBX telephone systems. You need to pick a quality supplier and install highly reliable network connections to gain the benefits of high reliability in the cloud. If you do that correctly, you’ll enjoy reliable communications, access to the latest productivity features, integration with mobile devices, and the cost savings of paying by the month only for what you need.

Has this discussion piqued your interest on how hosted solutions might be a better choice than what you have now? If so, get pricing and features for Hosted VoIP solutions that meet your particular requirements. See if you can’t get more value for the same or less cost than your current business telephone system.