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CC Executive Summary

Service Quality levels can be greatly influenced by choice of information technology in Contact Centres. But at the same time it is important to consider IT as only a tool to achieve high service quality levels. Regarding Parasuramans five dimensions of service quality, technology embracing converging media will directly influence the all dominating factors Availability and Reliability.

Contact Centre IT solutions should be seen as a contributor, connected in a circular relationship around service quality. IT solution choice will influence administration, and number of available channels – which will contribute to the Contact Centres level and quality of service.
Consistent service quality should always be given the highest attention. A solution choice should be seen and understood in the light of this, and keeping solutions functional and stable should have top priority. The administration of systems offering everything the future can hold, and based on a consistent platform will offer to the company, an option to develop firm robust solutions that can be distributed among all corners of the operation space – including distributed distance workers workstations.

The converging media, introduces no new functionality per se in the contact center, but the fully digitised technology renders a cleaner technical environment, making the solutions upon which the Contact Centre is based, easer to administer. Also there is no doubt that the market and the new Contact Centre solutions are embracing the possibilities offered by the digitised and converging media. All solutions are based on digital technology at the core, but choosing a solution for a Contact Centre conversion to an analogue format should be limited to the interfaces with the outer world, and of course the human interfaces within the Contact Centres.

Thus, considering new equipment, companies are well advised to consider VoIP technologies, as this will be the prevailing platform of the future, and the technology is now maturing. As VoIP is based on open standards, the final choice of supplier will be for the company to decide, and can be based on legacy preferences. All major equipment vendors are turning to these solutions, and there will be no major difference in functionality between the vendors. Hence the highest priority should be given to integration issues between legacy platforms and new ones – as certainly no one will be able to change all equipment and solutions over night.

Digitally based telephony platforms are facing the same development as computer in general have through the past two decades. Due to the digitalisation of communication, platforms for handling it are shrinking, and the standardised computing components are being used. Thus telephony platforms are no longer limited to large scale solutions, but are now built from components – facilitating scalable system construction with redundancy, and thus greater system stability.

1As VoIP solutions are based on standard IP protocol, and the market for broadband is reaching the farthest regions of the country (former incumbent telco TDC predicts 95% coverage by mid 2002), solutions can be widely distributed without uncontrollable costs, as broadband solutions are based on flat rate solutions.