on computer telephony
the series of Q&A on various topics related to computer
telephony, we talk about Internet call centers, convergence
are the reasons for creating a call center?
Call Centers are mainly used by large companies to
provide customer assistance and services for the products
they sell, they would like to sell and for after sales
What is the traditional architecture used in a call
large-scale call centers were based on closed, proprietary,
vertical solutions from a narrow range of vendors
with a PABX or ACD at the center. Open standards in
computer telephony (CT) are altering the model so
that customers can have a greater choice of vendors,
architecture, features, functions and densities -
all at reduced cost.
example of the impact of CT in call centers is the
emergence of "outsourced" call center bureaus.
By using CT technology, a single call center bureau
can answer calls on behalf of several other companies,
some of which may be too small to maintain their own
are VoIP gateways?
Voices over Internet Protocol (VoIP) gateways are
solutions that convert voice into IP packets and vice-versa.
For example, if a VoIP call is made from point A to
point B, the caller's voice will go to the gateway
at location A, get converted to IP, travel over the
Internet to the destination gateway at location B,
get converted to voice again and then reach the called
party over regular telephone lines.
needs an Internet call center?
Any company with a presence on the Internet! Voice
over IP (VoIP) and IP Telephony mean that customers
also have the ability to call a company directly over
the Internet. An Internet call center or a "Contact
Center", should integrate standard telephony,
IP Telephony and e-mail into one environment.
Convergence in the communications space refers to
the integration of voice, data and computing over
a common network and systems. In the long term, it
will reduce company costs by eliminating the need
to install and maintain separate duplicate networks
for voice and data.
is the difference between convergence and computer
Convergence is the integration of voice, data and
computing over a common network. Computer telephony
is the combination of voice and data processing in
order to enhance telephone services and provide access
to information. The difference is subtle.
has the market accepted VoIP based Computer Telephony?
At this point of time, the telecommunications industry
has accepted VoIP and IP Telephony. A majority of
the voice and data switch manufacturers have started,
or they are on the verge of, supporting IP Telephony
on their equipment.
is the most important benefit of VoIP?
Today it is low cost telephone calls. Tomorrow it
will be about enhanced services and freedom to connect
to other people using a choice of access devices and
intermediary networks. In the US and other countries,
traditional long-distance charges have fallen to match
those of VoIP networks.
VoIP, what is the difference between a circuit switched
network and a packet switched network?
Circuit switched networks provide direct and continuous
telecommunication connectivity between two parties.
It is a model of one channel, one call, and one conversation.
VoIP is about establishing calls over the Internet
and private IP networks which are packet-based networks.
Packet networks allow you to mix many conversations
into one communications channel, thus increasing channel
utilization and lowering the cost per call.
is the future of CT in India?
Along with CT the newer technology that is emerging
is Converged Communications. This is the technology
of using a common pipeline for sending both voice
and data packets. As the penetration of PCs and Internet
usage increases, solutions based on converged communications
will also increase. NM
Sabnis, Area Manager, Dialogic Corporation, South
West Asia Office, can be reached