Call Center Solutions

Business Value
Presents an exciting new opportunity for our Voice Reseller partners to leverage VoIP/SIP architecture to offer IP Call Center solutions that dramatically lower call center operating costs, provide flexibility to adapt to changing markets and labor resources, and provide inbound, outbound, and call recording call center services in Open Source communications and VoIP/SIP environments. Legacy Call Center solutions don’t lend themselves to work in VoIP/SIP enabled Call Center deployments often lacking the security, IP connectivity, and QoS required for converged services delivery. Call Centers in Open Source communications environments enables our Voice reseller partners to capitalize on un-tapped VoIP/SIP Call Center opportunities, new converged wired & wireless infrastructure, new VoIP/SIP CPE equipment, VoIP/SIP security, FMC gateways, mobile devices, mobile device security, and managed services and other communications solutions.

Call Center Solutions for Voice Reseller Partners
Whether servicing a major airline or a small local business – providing rapid access to agents is an important part of every business for improving performance and efficiency. As a result, the legacy call center has gone through a metamorphosis, emerging as the IP Contact Center that replaces the PBX and separate IVR and ACD systems into one that merges email and instant messaging into a new architecture that integrates these functions, while leveraging Voice over IP technologies.

It allows Voice reseller partners to deliver IP based Call Center solutions that help expand the call center workforce to a broader pool of skilled agents well beyond the confines of a geographic region. It empowers workforces to reduce operating costs by unifying their networks and cutting down on maintenance. It can provide skills-based routing for inbound calls, digital voice recording, full outbound functionality, softphone functionality and full reporting and statistics. It enhances the traditional call center by delivering secure unified mobility and communications features by extending users desktop call center and IP telephony features at a fraction of the cost of tradition PBX based call center solutions.

As organizations move to take advantage of the vast potential of IP communications, internet-based communications like Voice-over-IP (VoIP), self-service Web sites, e-mail, and collaboration applications have opened call centers up to new security concerns. As well, the cost-reducing globalization of contact center resources has meant moving operations to less-developed countries, where security is not always rigorous.

Call Centers can benefit extensively from a secure Asterisk Based communications network with lower acquisition and operating costs and , increased agent productivity. The selection of an Asterisk based PBX as a backbone of the Call Center will have a positive long term impacts on an organization in many ways like, the future growth, reduced effort in expansion, lesser deployment and service cost.

Call Center deployments in VoIP/SIP communications environments require the underlying network infrastructure to move from legacy PBX and data centric delivery services to secure converged services to allow access to new communications applications and services from any device, anywhere. An experienced Voice reseller partners can help determine exactly what they want their IP Call Center to accomplish for them in order to choose the right Call Center software, security, and networking solutions or services for their needs.

With the explosive growth of Open Source, VaaS, VoWLAN, FMC, and Data Mobility opportunities, as IP communications services are deployed, the underlying security and network infrastructure must move to converged communications services to allow access to new communications applications and services from any device, anywhere. Voice reseller partners need to examine their customer’s IP communications purchase plans and existing networking technologies comprising security, architecture, infrastructure for considerations that will enable the integration of mobile communications in an IP environment.

Increasingly, businesses of all sizes are demanding the savings and productivity advantages of replacing traditional phone systems & Call Center applications with Voice over IP/SIP communications solutions. Lack of cohesive VoIP/SIP infrastructure can be a significant barrier to providing Call Center quality VoIP/SIP deployments and keeping and winning new customers while the demand for Open Source communications increases. By integrating VoIP/SIP solutions & applications into the customer’s converged network, Voice reseller partners will extend their position at the vanguard of IP communications.

Voice reseller partners can now empower their customers with a secure call center solution that enables advanced inbound and outbound call center functionality, allows them to securely extend their networks, and look and act like a Fortune 1000 business, without the heavy burden to the bottom line. Voice reseller partners will be able to provide VoIP/SIP security Open Source IP-PBX platforms, Call Center applications, secure wireless voice quality switching, mobile security and FMC gateway solutions to enable mobility which provide next generation voice services compared to existing systems.

The Open Source approach is an important part of the current IP PBX and mobile communications market. Open source PBX's are gaining significant momentum in the market place because they are easy to deploy and they offer Voice reseller partners and customers the ability to use it as a platform for customized communications solutions.
 

The top benefits for Voice reseller partners are:

	Providing their customers with advanced Call Center solutions for Open Source communications platforms and VoIP/SIP deployments for small business and enterprise applications, secure VoIP/SIP infrastructure components across their customer’s networks,
	Providing better productivity and solutions for gaining competitive advantage. Differentiation is key to survival and winning.
	Voice reseller partners’ technology and services expertise along with Open Source communications solutions allows them to jointly deliver secure end-to-end Open Source VoIP/SIP, Vo-WLAN, FMC, cellular enabled, and Mobile Voice and Data solutions to their clients, enabling them to maintain competitive advantage, increase revenue and reduce costs.

How a VAR’s expertise and strength lends itself to answering the business value issues surrounding Call Center implementations

Call Center Solutions for Open Source Environments for Voice reseller Partners
Call Center solutions for Open Source telephony enables agents to perform a variety of advanced collaborative functions while increasing Call Center revenue through agent productivity optimization, training time reduction, management tasks smplification, and agent guidance improvement , making telemarketing campaigns more profitable with a fraction of the cost of traditional systems.
 

Network Reseller partners can now provide an integrated Call Center solution suite that includes CRM, Predictive, Preview and Agent Ready Dialers, Hosted and Remote Call Center Applications, Automatic Call Distributor, Interactive Voice Response System and Recording Applications for Asterisk based VoIP/SIP deployments.
 

Attacks on VoIP/SIP communications and mobile data deployments are expected by some to increase as more organizations utilize the technology. The traditional (legacy) networking solutions don't scale well or provide the needed security, QoS, and routing services needed for the evolving Call Center communications environment. The sheer number of users, the rich mix of applications and the diverse types of mobility deployments require highly flexible solutions
 

Voice Reseller partners can provide customers with a complete IP-PBX, security infrastructure for, IP communications, messaging, mobile endpoint security, data in motion security, and network infrastructure products and solutions that enable secure communications & services between clients across the network. They enable Call Centers to provide VoIP quality communications to achieve the performance that Open Source communications deployments require.
 

Organizations today seek convergence solutions that deliver unified service to their customers; Open Source communications allows organizations to achieve enterprise class services at a lower cost than traditional call center offerings and leverage inexpensive overseas labor or add Work At Home Agents (WAHA). However, implementing a secure converged VoIP/SIP network is critical. Voice reseller partners are providing a significant improvement for VoIP/SIP and Call Center applications, providing the services and meeting the expectations of users to ensure that they include a scalable secure QoS enabled infrastructure.
 

This allows Voice reseller partners to take advantage of sales opportunities for VoIP/SIP security and Open Source communications when providing a significant improvement for VoIP/SIP and remote Call Center applications, that broaden their customer’s scope of capabilities and reach providing a strategic partner for rapid deployment for these services.
 

Opportunities

	Provide Call Center solutions that provide your customers with enterprise class functionality and flexibility at a fraction of the cost of traditional systems.
	Provide security solutions to protect customers against faulty or hacked communication servers, defend against disruption (e.g., denial-of-service attacks), protect VoIP/SIP traffic privacy, protect data in motion, protect communications and data on end point devices, and protect access to network resources.
	Provide organizations that are moving locations, replacing old phone systems or just looking for a faster, better, less expensive, and more capable communications solution, such as business class Open Source communications hardware & software productivity enhancing features that typically cost hundreds of thousands of dollars.
	Enable new business and services revenue streams based on providing high availability IP-PBX systems, custom call centre applications and integration services.
	Enhance/Upgrade existing network infrastructure to provide VoIP/SIP routing, PoE for IP phones, mobile access devices, high speed switching, VoIP QoS via WiFi and WiMax, and network continuity.
	Extend the network with Open Source communications platforms, software, and devices providing reliable and flexible IP-PBX platform that offers high-quality voice interactions for both business and contact center applications.
	Enhance/Upgrade existing network infrastructure to provide IP Phones, PoE for SIP endpoints, communications devices, high speed switching, VoIP QoS, Mobility, multi-homing and network continuity.
	Provide integrated Open Source IP communications applications

Why an end user wants to take on Open Source Call Center solutions from a Voice Reseller partner
Deploying a secure Open Source communications network in a Call Center environment requires the implementation of voice enabled high speed security switching & VoIP/SIP routing, FMC gateways, QoS, and security of all network layers (IP Transport/Packet Handling Layer, Policy and Control Layer and Application & Service Layer) to ensure voice quality and protect from the vast and constantly changing network attacks that customers face daily from both inside and outside of the network.

Security is currently focused primarily on data. VoIP/SIP communications networks need to support mixed traffic and need to provide a transport layer security that will require this single layer focus to be significantly expanded to a complex, multi-layer solution that includes the need to secure the media, control and signaling layers, service/application layer security, and the endpoint device over the wireless deployment.

With IP communications there is no longer the concept of a simple network. In order to differentiate themselves, Network Reseller partners must take particular pains to ensure that they provide their customers with a secure solid “5-nines” quality enabled communications network infrastructure.  Customers look to experienced Voice Reseller partners that are highly customer facing to identify their business challenges and provide a secure network infrastructure for data & communications solutions.
 

Ancillary benefits to VAR
Finding new business takes up a lot of rellers’ time and technical resources, Westcon Group provides the Network Reseller partners with a proven and cost effective program, products, and support to help them develop sales in the Open Source communications, Security, VoWLAN and FMC market.

Westcon Group provides Voice reseller partners with a one-stop destination for unprecedented product choice in secure mobility solutions, Open Source communications platforms, related products and services,

Further, by converging mobility, voice, network, and security services into a seamless network, Voice Reseller partners can leverage their brand and their existing services to differentiate themselves in the market through the offer of ever more sophisticated services.