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The Importance of Voice Quality to Your Contact Centre

/ For Call Centres, Interconnect, Telecoms & Data

In the contact centre industry, the importance of consistently high call quality cannot be understated. It is, after all, the fundamental purpose of a contact centre to make outbound calls to individuals, and due to the significant overheads associated with a contact centre operation, they simply cannot afford to drop calls or have bad call quality at any time. The significance of dropped calls and bad call quality cannot be understated due to the severe impact that it can have on the contact centre operation. This article explores some considerations that are necessary to ensure that call quality doesn't adversely affect your operation.
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Real Time TPS Compliance for UK Call Centres

/ 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

/ 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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The Significance of High Quality Data When Running Outbound Campaigns

/ For Call Centres, TPS Compliant

The quality of the data used by a call centre is of fundamental importance in all campaigns that are undertaken. If the data used is of a high standard, then it is much likelier that the campaign will be a resounding success on the basis that you would expect a higher contact rate on higher quality, and typically newer data. Conversely, if the data is of a poor standard, then the call centre will have the odds stacked against them in trying to achieve any targets for the campaigns they are involved in as there are likely to be telephone numbers and contact details that are incorrect on poor quality, and typically much older data. When high, and poor quality data are compared on this basis, it would appear foolhardy to use poor data in any campaign, but the reality is that high quality data can be extremely expensive.
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IP Telephony Codecs Defined and Explained

/ For Call Centres, Interconnect, Telecoms & Data

A Codec (coder-decoder) is a a piece of software that is used to compress or convert an analogue voice signal into a digitally encoded version that is ready for transmission. Once the data has been received, the receiving codec will convert the digitally encoded version of the voice signal, back into an analogue signal. Codecs, and the associated call quality can vary significantly following compression and transmission, which offers the organisations using them the flexibility to choose a codec that allows them to optimise the bandwidth and computational power that they have available.
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The Federation Of Communication Services – Why Membership Matters

/ For Call Centres, Interconnect

Founded in 1981, the Federation of Communication Services (FCS) is the trade association for the communications services industry, and aims to provide a voice for the businesses that deliver innovation into the UK communication market. The FCS represents the interests of UK businesses that deliver products and services to customers via radio, fixed and IP telephony, as well as mobile telephony.
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A Guide to Hosting Ofcom-allocated Number Ranges for UK Communication Providers.

/ For Call Centres, Interconnect

All telephone numbers within the UK are allocated and managed by the communications regulator, Ofcom. Ofcom has stipulated that providers of a PECN (Public Electronic Communications Network) or PECS (Public Electronic Communications Service) can be allocated telephone numbers, and both of these terms are clearly defined in Section 32 of the Communications Act 2003.
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What is OpenSIPS?

/ For Call Centres, Interconnect

In 2005, the OpenSER project was created by Bogdan-Andrei Lancu of Voice System, and it quickly became recognised as one of the most proficient, powerful, and well known of all open-source SIP proxies. In 2008, due to trademark issues regarding the OpenSER name, Voice System renamed OpenSER as OpenSIPS. OpenSIPS is simply an acronym of Open Session Initiation Protocol Server, which is an open source implementation of a GPLed SIP server. Open source simply means that a product is completely accessible from a design and implementation perspective, and can be distributed free of charge.
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