Practical VoIP Security
Hacking Exposed VoIP: Voice Over IP Security Secrets & Solutions
Hacking Exposed VoIP: Voice Over IP Security Secrets & Solutions
Mobile Internetworking with IPv6: Concepts, Principles and Practices
Mobile Internetworking with IPv6: Concepts, Principles and Practices
Voice Over IPv6: Architectures for Next Generation VoIP Networks
Voice Over IPv6: Architectures for Next Generation VoIP Networks
Markov models and their use for calculations of important traffic parameters of contact center
WSEAS TRANSACTIONS on COMMUNICATIONS
| Hi-index | 0.00 |
The ability of voice transmission over TCP/IP package, also called Voice over IP or VoIP, allows voice integration and data in just one structure; this enables a very cheap communication among remote locations. The main goal of this article is to analyze and demonstrate VOIP applications in the corporate market networks, their advantages and applications on the feasibility of tooling use in the corporate world. The method applied in this article is qualitative, semi-structured as a unique case study. The studied company is called KONTAK, a Brazilian organization of the call center segment located in the east region of "São Paulo". Intrinsic to the business, the major operation costs are related to telephony management. The results show a reduction in the calling costs among branches, customers and suppliers obtained after the implementation of this technology, as well as a better control of operational processes and organization management strategy in terms of the voice and data technology management. The business feasibility is evidenced by the return on investment (ROI) reached by the company due to this technology.