Chris Key discusses VoIP infrastructure and the methods he uses to ensure secure, quality lines and continuity of service.
“VoIP has brought many benefits to business as it is flexible and cost-effective,” said Chris Key, Director at Hostcomm. “But companies need to scrutinise the VoIP infrastructure that their provider has. Organisations relying on multiple VoIP lines for their campaigns need to be certain their VoIP provider is capable of meeting their demands while ensuring high quality connections.”
Outbound call centres create an unfavourable traffic profile because calls are short and they involve multiple, simultaneous connect attempts, with low connect rates. When using an outbound predictive dialler, this traffic profile becomes even more unfavourable. This makes choosing the right VoIP provider for your call centre critical.
Key explained, “Carriers don’t like unfavourable traffic profiles. Any business with a bad profile can face short-notice suspension. And if they are relying on a single carrier, that can be devastating for their operations.”
Chris Key
It is recommended that you distribute across multiple carriers, so if one carrier suffers a fault, the service automatically and immediately switches to another, preventing any loss of service to the call centre.
Quality of service can be another issue with VoIP services. Call centres can face large delays on calls, or strange sound effects. This is due to latency, jitter and packet loss. Hostcomm offers solutions through their VoIP network that guard against these issues.
Challenges don’t stop there, as there is also risk of fraud.
Inadequate security compromises VoIP line service account. Fraudulent calls can drain accounts and are devastating to businesses. Hostcomm uses the latest security measures including firewalls, intuitive detection and continuous monitoring.
Hostcomm has written a blog post about the pitfalls of choosing the wrong VoIP provider. Click here to read it.
With thanks to Chris Key, Director at Hostcomm
Author: Megan Jones
Published On: 29th Jan 2014 - Last modified: 12th Dec 2018
Read more about - Archived Content, Hostcomm
