arrow_back_ios Back to blog

Interconnect

Network Performance: Why CPS is the Wrong Measure

/ Interconnect, Telecoms & Data

One of the most common questions asked by customers of VoIP networks is "What level of CPS can your network handle?" CPS, or Calls Per Second is a term used widely in today's telecoms industry; you'll hear it in business meetings, presentations, sales pitches and in the conversations between technical network staff. But as it turns out, the number of calls per second is not actually the best indicator of network performance or call capacity. We got together with Simon Sharman, Technical Director at Nexbridge, to get the facts straight.
Read more

What Is IDA?

/ For Call Centres, Interconnect

In order to stay competitive in business, it is essential to have a choice of suppliers so that you are always able to source the best prices, and this is particularly true in the telecommunications industry where prices can fluctuate considerably between providers every month for landline and mobile calls. Therefore, having a choice of telecommunications providers can offer significant cost savings for any business, but it is having the power to choose which calls to send to each provider that is an extremely valuable commodity - that is where IDA can help.
Read more

Cloud-Based Voice Services – The Technical Challenges.

/ For Call Centres, Interconnect, Telecoms & Data

Voice over Internet Protocol, or VoIP, is the communication protocols that allow for the transmission of voice communications over the internet. In contrast to telephone calls that are made over the Public Switched Telephone Network, where a connection is made between two points so that a call can be made, VoIP works by converting speech into tiny packets of data so that it can be transmitted, and then reassembled at the destination.
Read more

Outbound Telecommunications – Maintaining a Reliable Network for Call Centres and Enterprise Customers

/ For Call Centres, Interconnect, Telecoms & Data

The costs associated with the operation of outbound call centres is extremely high, particularly in a situation where a centre has a large number of agents working for them. These high costs are palatable for a call centre when the operation is running smoothly, however, if there were to be a telecommunications issue, or a complete telecommunications service outage, then a call centre would be faced with a situation where they would be incurring all of the costs associated with their operation, but unable to generate any income through sales. In short, in situations such as this, a contact centre would be completely crippled, which makes it extremely important for a call centre to choose a provider that has a resilient and robust network. This article covers a small number of things that should be considered to ensure a network is reliable for call centre and enterprise customers.
Read more

UK Call Centre Voice Networks – Resiliency and Call Quality are Paramount.

/ For Call Centres, Interconnect, Telecoms & Data

The ability to make and receive telephone calls is something that many of us take for granted, however, good practice should dictate that every contact centre carries out a full and thorough investigation into the resiliency of their telecoms provider to ensure that if a problem occurs, the ability of the call centre to continue operating isn't significantly compromised. Even if your ability to make and receive telephone calls isn't impacted, the degradation of call quality could have an equal impact on the operation of the call centre as a total telecoms outage. For the reasons specified above, it is of critical importance that questions about redundancy and resiliency are asked of your telecoms provider, and questions about the overall resiliency of your call centre are asked. Below are some examples of the types of questions that you need ask of your telecoms suppliers, and the types of action you should take to ensure resiliency:
Read more

What is Outsourcing? What are the Benefits for the Sales and Customer Service Functions?

/ For Call Centres, Interconnect, Telecoms & Data

Outsourcing is the process of hiring an independent organisation to carry out a business process which was previously performed internally. Outsourcing is very common and is used in a great variety of industries, from animations to IT. It's a useful and valuable way for a company to spend its money, as often it allows that company to focus on more important aspects of their work, saving time and money. For example, someone running an online shop may be more concerned with providing good-quality clothing on time than learning how to create and manage the website, and so would find a separate IT company to do this. Essentially, it's like paying your big brother to do your Maths homework so you can spend more time doing your History project. One particularly common form of outsourcing is placing companies' call centres abroad, typically in countries such as India.
Read more

As British Businesses Reaffirm Local Outsourcing, What Does the Future Hold for UK and Indian Call Centres?

/ For Call Centres, Interconnect, Telecoms & Data

Over the past couple of decades, we have seen the call centre boom take place in India as centres moved there from more developed countries like the UK. This huge growth has several explanations; firstly the cheapness of using call centres based here, which helps increase companies' incomes. In the UK, the average salary for a worker in a call centre is around £12,500 per year, whereas in India this is just £1,200. The boom was also encouraged within India as it was seen by many as a road to development and a good opportunity for graduates to find work. There is also the wealth of English-speaking workers, with more in India than in the UK and USA combined.
Read more
Next Page »