ip telephony

TPS on the BBC – What Panorama Had to Say About UK Cold Calling

Wednesday, November 19th, 2014 / For Call Centres, TPS Compliant

On Monday 2nd July 2012, the BBC aired the Panorama programme - Call Centres Undercover. One of the main themes that this programme explored was the Telephone Preference Service, and whether or not they were achieving their goal of preventing unsolicited calls being made to individuals and businesses that had registered with the TPS service.
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IP Telephony Glossary – 20 Acronyms Every Call Centre Manager Should Know!

Friday, November 7th, 2014 / For Call Centres, Interconnect, Telecoms & Data

There are many acronyms used within the call centre industry, these can often be very confusing for those people new to the field. The purpose of this article is to therefore explain all of the common buzzwords, jargon and abbreviations that will be found as soon as people start talking about call centres.
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Call Detail Records (CDRs) – A Veritable Mine of Information for Call Centre Managers

Friday, October 24th, 2014 / For Call Centres, Interconnect

When running a call centre, or a team of call centre agents, it can be difficult at times to understand changes in performance and agent morale.
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SIP Trunking – What Are the Benefits for UK Call Centres?

Monday, October 20th, 2014 / For Call Centres, Telecoms & Data

A SIP trunk is a service offered by an Internet Telephony Service Provider (ITSP) to use Session Initiation Protocol (SIP) to deliver telephone services and to set up communications for individual users as well as both small and large businesses.
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TPS and the Importance of Compliance

Friday, October 17th, 2014 / For Call Centres, TPS Compliant

The Telephone Preference Service (TPS) is a register which gives both business and the general public the opportunity to opt out of unwanted sales and marketing calls. This official register is completely free to join.
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IP Telephony – A Brief History of Its Technical Evolution

Wednesday, October 15th, 2014 / For Call Centres, Interconnect, Telecoms & Data

IP telephony (Internet Protocol telephony) uses the internet to deliver calls as packets of data on shared lines. Also know as VOIP it is the real-time transmission of voice signals over the internet or private data network.
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The T.38 Fax Relay Standard – A Brief Overview.

Monday, October 13th, 2014 / For Call Centres, Interconnect, Telecoms & Data

Fax, also known as facsimile, involves the transmission of scanned material via electronic signals through a telephone system. Once this information has been transmitted, the device receiving the information (typically a fax machine) will convert the electronic signals into an image. The use of fax machines to transmit images and information has declined over recent years due to the emergence of internet based technologies such as email, however, there are many industries that still rely on faxes to transmit information such as financial records and signed contracts.
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The Growing Importance of the ICO for UK Call Centres

Friday, October 3rd, 2014 / For Call Centres, TPS Compliant

The ICO (Information Commissioner's Office) is an independent authority that has been set up to uphold information rights in the public interest, promote openness by public bodies and data privacy for individuals.
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Real Time TPS Compliance for UK Call Centres

Monday, September 29th, 2014 / For Call Centres, TPS Compliant

The TPS/CTPS are free services that individuals or businesses can join to stop unsolicited calls. However, customers on the TPS/CTPS can be called if you have prior consent to do so. TPS is an acronym for Telephone Preference Service, which is regulated by the ICO (Information Commissioner's Office) and relates to (PERC) the Privacy Electronic Communications Regulations. In May 2011 the information commissioner was granted significantly extended, and enhanced powers enabling much swifter fines to be issued and greatly increased value (up to £500,000).
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The Importance of Resilience and Redundancy in an IP Telecoms Network

Friday, September 26th, 2014 / For Call Centres, Interconnect, Telecoms & Data

Telecommunications is perhaps the most important service that is provided within any business, as it will almost certainly causes the most disruption when an issues manifests, or in the event of a full blown telecommunications outage. In the event of a full service outage, not only are your workforce unable to make outbound telephone calls, which will impact on your ability to sell your services, but your customers are also unable to get in contact with you. Given these facts, the importance of resiliency and redundancy of any IP telecoms network warrants careful consideration to ensure you are not put in a situation where your business grinds to a holt due to telephony issues. Here are some things to consider questioning of your existing provider, or any new IP based provider.
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