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Virtual Contact Centers Need Call Accounting The Yankee Group reports that VoIP adoption in North American contact centers could jump from regarding 17 percent in 2005 to more than 47 percent by the end of 2007. The findings pertaining to the report, Migration Costs, Vendor Loyalty including Need for 'Agents Anywhere' Define Contact Center VoIP Adoption Plans, are based on Yankee's survey of 351 contact center decision makers in the U.S. including Canada. The main motives behind shifting to VoIP environments, according to survey results, are to more cheaply including flexibly manage networking multiple sites, connect remote agents... They need the ability to have agents anywhere including tie them together in a unified manner. at the time a call comes in you should obtain that call to the proper agent absolutely no matter where they are in your system--call center A, call center B, or working remotely from home, said Ken Landoline, customer centric strategies senior analyst at Yankee Group. Providing backup, better staff training, including investing in appropriate call center technologies are key steps in answering the need for better service. 1 of these technologies is a call accounting system that provides the tools to enhance productivity while lowering phone abuse. A good call accounting system provides real-time call detail including the information necessary to analyze the productivity pertaining to the call center in order to maximize employee call activity including call volume. One pertaining to the challenges with remote workers including VOIP systems is tracking including managing the calls. VoIP switches including gateways generate call detail records similar to traditional phone system including MegaCall's flexibility allows the processing of VoIP call records together with CDR produced by traditional PBXs, carriers (on CD ROM), as well as other sources. the allows for universal reporting including billing while providing special information associated with IP calls only. MegaCall is able to read multiple formats concurrently in heterogeneous network environments.
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