IP/MPLS and Cost Efficiency of the CloudAvaya
Contact centers and telecom carriers are increasingly moving to IP infrastructure, actively embracing multi-layer protocol label switching (MPLS) as a way to transport voice and data. Cloud computing together with IP/MPLS has the opportunity to deliver huge benefits to the contact center, including rapid deployment, flexibility, scalability and cost efficiency.
MPLS essentially sends voice and data along the same secure, virtual “pipe”, providing call centers a cost efficient way to contact customers.
IP/MPLS servers as the bridge to secure, high quality cloud application access. Combining IP/MPLS with cloud contact technology can lead to cost efficiency of up to 50 percent compared to traditional call center hardware.
MPLS enables cloud providers who have already completed the necessary interoperability requirements to dramatically decrease the cost of transport. Because of the hosted delivery model, costs associated with seat license, maintenance, support and professional services fees also disappear.
LiveVox offers two pricing models due to MPLS: one with LiveVox software including the dialer, ACD, IVR, call recording, compliance, client services and business analytics tools and telecom; and a software-only model that lets clients leverage existing carrier MPLS relationships while maintain carrier minimum usage agreements or protecting better-than-market long distance pricing.
Cloud implementation eliminates the significant upfront capital expense as well as complex voice and data integrations that delay installation. Cloud delivery can shrink the change scenario and deployment timeline by up to 90 percent and enables a contact center organization to avoid paying for financing the large, upfront capital expense of hardware. IP/MPLS also dramatically affects the economics of hardware purchases or upgrades.
In order to benefit from the cost efficiency of MPLS, contact centers should consider bandwidth, existing MPLS connection and that the PBX (News – Alert) is not a roadblock. LiveVox can serve as the PBX for agents via softphone and it also supports PBX functions like voicemail and corporate directory.
LiveVox offers a variety of applications, including private VoIP cloud, compliance suite, ACD, IVR, call recording, CRM and predictive dialer. Its predictive dialer delivers all outbound dialing modes without the limitations of hardware licenses and telephony infrastructure. Benefits of the predictive dialer include predictive pacing that maximizes agent talk time regardless of portfolio, contact channels to suit every portfolio type and Web-based management that improves campaign effectiveness.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News – Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It’s also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Amanda Ciccatelli
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