IP Contact Center - Definition
A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
A call center is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call center, collective handling of letters, faxes, and e-mails at one location is known as a contact center.
A call center is often operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called computer telephony integration (CTI).
IP Call Center is the implementation of a Call Center using VoIP. Using the location independence of IP, the IP Call Center can be distributed, and the Call Center application server can be located anywhere in the enterprise network. The service can be provided using IP Phones, or regular phones connected to Media Gateways.
PSTN breakout is very important in all IP Call Center implementations, and can be achieved using a centralized media gateway resource, which provides PSTN connectivity to all agents.