Call Center Solutions

Business Value
Presents an exciting new opportunity for our Wireless Reseller partners to leverage mobility in VoIP/SIP deployments and offer IP Call Center solutions that dramatically lower call center operating costs, provide tremendous 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. There is a major work-from-home trend in the call center industry. Fueling this sea change are voice-over-IP (VoIP), wireless and computer-telephony integration (CTI) technologies that are making it easier to equip people to work from home.

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 enable our Wireless Reseller partners to capitalize in on un-tapped VoIP/SIP Call Center opportunities, new converged wired & wireless infrastructure, agent mobility, 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 Wireless 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. It merges email and instant messaging into a new architecture that integrates these functions while leveraging Voice over IP technologies that provide an extended network for remote agents.

It allows Wireless Reseller partners to deliver IP based Call Center solutions to expand the call center workforce to a broader pool of skilled agents beyond the confines of a geographic region. It also provides the ability to deploy the specialized software necessary to present at-home agents with the screens they need to provide the answers callers need. Open Source communications systems and applications allow an IP Call Center empowers workforces in Call Center environments to reduce operating costs by unifying their networks and cutting down on maintenance. It provides skills-based routing for inbound calls, as well as digital voice recording and a full outbound functionality, softphone functionality and full reporting and statistics. It enhances the traditional call center by delivering secure unified mobility and unified communications features by extending users desktop call center and IP telephony features in Open Source communications deployments at a fraction of the cost of tradition PBX based call center solutions.

As organizations move to take advantage of the vast potential that IP communications, internet-based communications like Voice-over-IP (VoIP), mobility, self-service Web sites, e-mail, and collaboration applications have opened contact 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 impact and organization positively in the long term with future growth, reduced effort in expansion, lesser deployment and service cost. The drive to outfit agents at home yields immediate results, higher retention rates and more-experienced agents.

Call Center deployments in VoIP/SIP communications environments though will require the underlying network infrastructure to move from legacy PBX and data centric delivery services to secure converged services to allow access to these new communications applications and services from any device, anywhere. The experienced Wireless Reseller partner can help determine exactly what customers want their IP Call Center to accomplish for them in order to choose the right call center solution (Call Center software, wireless phones, wireless headsets, 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. Wireless Reseller partners will 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.

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 deployed to home and remote agents. Wile the demand for Open Source increases, the 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. 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.

Wireless 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 anywhere, and allows them to 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 Wireless reseller partners and customers the ability to use it as a platform for customized communications solutions.
 

The top benefits for Wireless 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, agent mobility, 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.
	Wireless 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.

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Technology Value–

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

Call Center Solutions for Open Source Environments for Wireless Mobility 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 simplification, and agent guidance improvement , making telemarketing campaigns more profitable with a fraction of the cost of traditional systems.
 

Wireless Reseller partners can now supply a secure, integrated, and mobile Call Center solution suite that include 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 incease as the number of organizations utilizing the technology increases. The traditional (legacy) networking solutions don't scale well or provide the needed security, QoS, agent mobility, and routing services 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.
 

Wireless Reseller partners can provide customers with a complete IP-PBX, security infrastructure for, IP communications, messaging, wireless communications devices, 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.
 

Wireless Reseller, as a strategic deployment partner, can provide a significant improvement for VoIP/SIP and remote Call Center applications and provide the services to meet the expectations of users. They can take advantage of sales opportunities for VoIP/SIP security and Open Source communications solutions providing their customers with IP communications solutions to broaden their customer’s scope of capabilities and reach providing a strategic partner for rapid deployment for these services.
 

Opportunities

	Provide Wireless solutions for call center agent productivity and increased availability regardless of location.
	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 Call Centers that are moving locations, replacing old phone systems or just looking for a better, less expensive, faster and more capable communications solution, with business class Open Source communications hardware & software productivity enhancing features that typically cost hundreds of thousands of dollars.
	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 Wireless Reseller
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, wireless switching, mobility gateways, 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 are facing 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 provide transport layer security and will require this single layer focus to be significantly expanded to a complex, multi-layer solution including the need to secure the media, control and signaling layers and service/application layer security, and the endpoint device over the wireless deployment.

With IP communications there isn’t any longer a concept of a simple network. Wireless./Mobility 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 will look to experienced Wireless reseller partners that are highly customer facing to identify their business challenges and provide a secure network infrastructure for data & communications solutions is an important differentiator.
 

Ancillary benefits to VAR
Finding new business takes up a lot of rellers’ time and technical resources, Westcon Group provides the Wireless 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.

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

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