8 Technical Considerations When Upgrading Your Call Center Phone System

by The Source on July 11, 2018 · 0 comments

in Business,Enterprise,Telephony,Unified Communications,Voice,VOIP

This is an excerpt from the original blog written by Emily Arnold, Product Marketing Specialist for Digium. Permission has been granted by Digium. A link to the full blog has been provided below.

Call Center organizations have discovered that substantial savings can be had when moving to a VoIP-based call center. However, there are other considerations that must be taken into account – especially from a technical requirement perspective.  Knowing how a new phone system will integrate with existing business systems is crucial, and the info below will help you navigate so the transition goes as smoothly as possible. Please see the original blog by Emily Arnold for more in-depth information.

  1. Network Requirements – Understanding your existing network as well as your future needs will play an important part in your call center phone system project
    1. How many users do you have and how many concurrent calls can you expect?
    2. What kind of networking equipment are you using?
    3. How many ports do you need per user?
    4. What kind of internet connection do you have?
    5. Do you have remote or mobile workers?
  2. Deployment Options – One of the absolute most important decisions you can make when upgrading your call center phone system is how you want to deploy it – in the cloud, on a dedicated appliance, or in a virtual environment. Many factors can play a role in determining the right deployment option for you, and it’s imperative to understand the technical pros and cons of each.
    1. Dedicated Appliance
    2. Hosted Phone System
    3. Virtual Environment
  3. System Integrations – Adding a VoIP-based call center phone system to your existing technology stack shouldn’t make your life more difficult. Being able to integrate your phone system with other business applications should be a top priority.
  4. Vendor Lock-in – Be sure to assess your vendor lock-in. Having to purchase every component of a system or having upcharges to assure new products work with existing systems can be more expensive in the long-run. However, having one vendor for your entire solution isn’t always bad because it can allow you to house your entire solution under one support umbrella. In the event of a problem, you can call one support line and have them answer questions about the entire system, helping you pinpoint the problem faster.

 

The best solution is to have a call center phone system based on open standards, like SIP. It allows you to purchase the phone system that best suits your needs, whether all components are from one vendor or many, and helps to future-proof your communications platform.

  1. Setup and Maintenance – Setting up and maintaining a call center phone system can be a time-consuming process. The longer it takes to migrate to a new system or to make changes as needed, the greater the impact it could have on your business. To minimize downtime, it is imperative to select a phone system that is easy to install and configure.
    1. Plug and Play Deployment
    2. Easy-to-Use Admin Portals
    3. Simple Configuration Changes
  2. Logs and Reports – Selecting a call center phone system with reporting capabilities gives you access to historical information, allowing you to make data-driven decisions about your telephony needs. Monitoring usage trends and call volume allows you to make necessary adjustments and ensures you are giving your callers the experience they want and need.
  3. System Backups – Many organizations enforce backup policies, and having a call center phone system with the ability to schedule automated backups is imperative. Consider a solution like Switchvox that lets you set up an automated backup schedule with file transfer to the FTP server of your choice and that also allows you to create an immediate backup as needed.
  4. 24×7 Technical Support – Choosing a call center phone system vendor with an excellent support plan is essential as many contact centers have call teams operating 24×7, so it’s imperative to select a vendor who offers around-the-clock support.
  5. Next Steps – check out the Phone System Evaluation Checklist to help you collect and organize the information necessary to make a sound decision on a new call center phone system.
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