Hosted Contact Center - Market Requirements

The legacy contact center is standard for all enterprises that service customers via the telephone. Whether servicing a major airline or a small local business – providing prompt access to helpful agents is an important segment of every business and a constant focal point for improving performance and efficiency.

As a result, the legacy contact center has had numerous changes, emerging as the IP Contact Center which replaces the PBX and separate IVR and ACD systems, while merging email and instant messaging into a new architecture that integrates these functions, leveraging Voice over IP technologies. With IP Contact Centers, full featured contact centers can be deployed by agents globally, depending on the availability of IP connectivity. Whether the goal is to reduce costs in the existing contact center, leverage inexpensive overseas labor or add Work At Home Agents (WAHA), IP Contact Centers provide tremendous flexibility to adapt to changing markets and labor resources.

Using the IP NGN, service providers can now offer end-to-end hosted contact center solutions to enterprises and SMB's around the globe.

Hosted Contact Center - AudioCodes Solution

AudioCodes provides a comprehensive set of products which are suited for Hosted Contact Center deployments including:

• AudioCodes MediaPack & Mediant CPE Gateways provide important CPE connectivity to the PSTN and deliver industry leading voice quality with a range of scalable solutions based on industry standard protocols
• AudioCodes Mediant Media Gateways serve as trunking gateways, connecting the service provider VoIP service network to the PSTN 
• The AudioCodes IP Phone 300HD series meets a growing demand for High Definition VoIP solutions in end-user phones and terminals, providing high voice fidelity, advanced security and features and enhanced user interface. The IP Phone Series includes different phone models which adhere to the requirements of different types of business users, and are widely interoperable with IP-PBXs, Softswitches and IP Centrex solutions.
• AudioCodes’ IPmedia Media Servers provide important scalable and high performance media resources to the contact center required for on-hold announcements, IVR, tone detection, recording and conferencing functions
• AudioCodes’ IPmedia (IPM) VoIP Media Processing Blades enable developers of Service Provider Contact Center applications to leverage AudioCodes IPmedia resources in order to speed up time to market and easily create scalable, carrier class, market ready Contact Center applications.