25 Feb 2009

VoIP can improve office efficiencies

Converged communications, such as VoIP, can free up helpdesk operatives and save time as the application can work as a self-help system.

Greg Anderson, writing for ITWorld.com, says VoIP can make a real difference in the efficiency of operations in a company, but the technology is often shrouded by the many uses of it.

"The breadth of applications can cause confusion, as multiple parties suggest different ways to get the most benefit from the technology," the expert states.

He adds that in the current climate the form of converged communications can help, saying around 30 per cent of calls to a helpdesk are routine queries, which can be answered automatically.

Mr Anderson tells the source this also result in happier callers, as the request will be answered more rapidly.

He adds that regardless of whether it is integrated into the customer relationship management system or as part of the service desk, VoIP can be rolled out to other parts of the company and increase cost effectiveness further.

Datacraft, an IT services and solutions company, says more companies are calling out for "innovative, reliable and scalable" ways to communicate.