Vegastream Call Centre Solution

In this example, we will demonstrate how a Call Centre can benefit from IP Telephony by utilising a Vegastream Gateway.

The Setup

The majority of commercial call centres will generally have a large PBX with a multitude of users, each of which will "log in" to a call queue.  Additionally, they will have voicemail, Automated Attendants, and a variety of "scripts" that they follow when making those sales calls.

What if they could take advantage of an IP based platform?  The main advantages are simplicity and full desktop integration for campaign tracking.  Well they can!  The diagram below shows how Vegastream Gateways can integrate the solution without changing the PBX or the end-users dialling patterns.

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The Vegastream Gateway is "inserted" between the main PBX and the telephone network (PSTN).  Incoming calls can now be routed in one of two ways:

1. Direct to the Automated Attendant system on the existing PBX
2. Direct to an Automated Attendant (or similar) system on the Dialling Server

Both options have advantages.  The simplest is to let the PBX handle the incoming calls, although the dialling platform can handle these if needed.

In this scenario the users have a software client which enables campaign scripts and screen pops with customer information.  The user "logs in" via the on-screen software, which establishes a link between the dialling server and their own PBX extension.  The dialling server has a list of customers and their phone numbers.  The dialling server is then responsible for establishing the calls to the customer and the agent, via the Vegastream Gateway.

The traditional telephony still exists for non-campaign calls with a fully flexible migration path to Voice over IP. 

Using this setup, the Call Centre has complete control and flexibility over their sales and marketing campaigns, whilst taking full advantage of an IP Telephony Solution.  Additionally, if the Call Centre requires additional agents, and has limited space on their existing PBX, IP Phones or Softphones can be added to the network, increasing capacity and productivity for their Business.