Many organisations are getting significant benefits from the deployment of applications - only a few require a VoIP infrastructure change to achieve these. Your existing voice infrastructure may support some or all of the enhanced telephony applications listed below. Use the list (not exhaustive) as a prompt, what do you already use? Could any deliver added value in supporting your business goals? o unified mail box o use of text to speech o use of voice activated directories o ability to fax back o ability to use SMS communications o ability for same voice services whether on landline, home or mobile o easy to service an increasingly flexible workforce o ability to accommodate moves and changes efficiently o redistribute contact centre and team working techniques around the business o measure number of calls going to voicemail o improve use of IVR systems to increase value of customer service o ability to pick up e-mails by voice telephony or SMS o ability to send voice replies to e-mail messages o publication of single number instead of multiple numbers o automatic call distribution o voice-mail o integration with existing programs such as database, contact management and e-mail systems o web-casting o audio conferencing o video conferencing o call recording Select the telephony applications to match your business requirements and don't be driven by the feature alone, for example: o Versatility, will your applications work with others, eg, generating text messages to mobiles or incorporating web functionality such as text chat or e-mail campaigns? o Existing handsets, is it a requirement to use your existing handsets? check they work. o Existing PBX, if you expect to seamlessly migrate to the new capabilities over your existing PBX, check this is practical. o End user configuration, if you intend offering a choice of location and device do you have the business processes to support and manage this? Using the IP Data Network for Voice Traffic VoIP Voice over Internet Protocol is the infrastructure technology to carry a piece of voice data across computer networks. It provides a low cost and efficient way to complement or replace traditional phone systems. VoIP can be used in local office networks or between sites, so you can integrate call handling with other parts of your business such as your website. Using broadband, VoIP could deliver the same telephone features to remote users and home workers as for on-premises workers. IP telephony and IP VPNs IP telephony delivers features and applications over an IP network. You keep on-net calls on your data infrastructure , and using intersite IP VPNs rather than using the Public Switched Telephone Network (PSTN) where costs are still based on time and distance. But, voice over the internet has variable quality. Unless sufficient investment is made in the IP infrastructure to ensure quality of service and to maintain resilience in the network it should not be relied upon as the only solution.
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