Moving from Pbx to Voip Platform

Moving From PBX Phones to VoIP Platform

Advanced Business Writing

WRTG 394 6390

Paul Rosenberg

March 1, 2015

Executive Summary

The aim of this report is to investigate if moving our regional call centers from private branch exchange (PBX) phones to Voice over Internet Protocol (VoIP) is beneficial.  After meeting with potential vendors and holding focus groups within the organization, the results indicated that the business is limited with the current phone technology that is in place. The current virtual call center (VCC) is limited and includes time delays, limiting the efficiency of routing customers. Using Super Storm Sandy as an example the cost to the claims department for twenty days in disaster recovery with three associated manually transferring calls would cost the department $165,000.  For the sales department for three days they would abandon 848 sales calls. The cost of lost sales opportunity would by $92,000.  If eight events occurred annually, the total cost for eight disaster events would cost $2,061,000.

The report concludes that the current PBX phones system is will not allow the company to leverage technology to change routing, scripting and execute changes to accommodate mobile applications.   VoIP provides the flexibility to manage calls as you would other data. For example, a caller's contact information may pop up on a web-based dashboard or on a smartphone with a VoIP app when they dial your number.  Depending on the service, voice calls can be translated to text that you read via e-mail or on a smartphone.  Many VoIP services extend beyond voice to encompass instant messaging, virtual meetings, and videoconferencing. More importantly moving to VoIP will allow the organization to gain efficiency, improve service level, idle time and full-time expense savings.  Comprehensive planning, network readiness, and key project management is vital to the success of migrating to the VoIP platform.  

Moving to the VoIP platform will change the call center functionality, with new integrated services that can provide unique, new business process.  Customer data, collected over both the telephone and computer systems, can enable new methods in providing customer service possibly at a lower cost.  However, more importantly in a manner that directly increases customer satisfaction, and indirectly increases revenues, enhances an organization’s reputation, and raises the bar for customer service within the industry; thus putting pressure on competitors to meet the new challenges. The VoIP business team recommends moving to implement VoIP technology with CISCO the chosen vendor and begin the migration with Region 1 first.

I.        Introduction        

II.        Methods        

III.        Results        

IV.        Conclusion        

References        

1. Introduction

        Customer contact centers are faced with the task of serving consumers across multiple communication channels.  As technology advances at an accelerated rate, customer contact centers are expected to utilize these next-generation solutions and tools to enhance customer service and create new efficiencies to build business ("The ABC’s of VoIP," 2010).  Now it is essentially a real-time interface for sharing of information between organizations and customer, the call center needs to evolve too.  Almost 80% of smartphone users already use mobile apps to interact with customer service departments more conveniently ("Mobile Smart Phone Into PBX," 2014).  Through apps, customers can get account updates, engage in interactive chat with contact centers, and manage their billing.  Call centers and customer service departments can be proactive by releasing apps that allow customers greater opportunities.