VoIP deployment can aid customer service

Companies deploying VoIP solutions may experience improvement to their levels of customer service, a leading organisation claims.

FrontRange Solutions has suggested that the use of self-service systems in unified communications such as VoIP can bring benefits to customer-facing processes.

By introducing the technology into call centres, routine customer questions can be answered digitally without the need for a physical operator.

Greg Anderson, global general manager for the Goldmine solution at FrontRange, said: "With the current economic climate biting hard in all areas, one way in which voice can make a real difference is increasing the efficiency of IT users across the organisation."

Mr Anderson added that the technology can also be introduced into other areas of the business, such as at the service desk, which could increase each company's overall returns.

Tmcnet.com recently reported that VoIP-enabled call centre technology played a part in the Oscar-winning film Slumdog Millionaire.