Many call centers are deploying IP systems due to the many enhancements possible over their legacy systems. Support for remote agents, such as agents working from home or various offices around the world, allows access to the same telephony and data resources as they would have in a traditional office environment. Distributed or multi-site contact centers operating as one virtual center with calls and data seamlessly routed between locations allows for much easier management of resources and diversion of calls to allow for a true ‘follow the sun’ call center.

Crosspoint’s Call Center solution provides a personalized service that can handle both voice and multi-media contacts (fax, email, voice mail, web interaction). Also incorporated are a vast array of contact center services such as video, wireless access, and compatibility with personal digital assistants (PDAs) and other smart devices. 

All the traditional telephony features as well as many new features and communication applications are available allowing for an easy transition to this much more capable solution. 

In the IP-architected call center, all communications are routed over the IP network. Calls originating in the Public Switched Telephone Network (PSTN) are converted to IP, and sent to the agents via the IP-PBX’s Automatic Call Distributor (ACD). Crosspoint’s systems are also linked to corporate databases and back-office systems such as customer relationship management (CRM).

A major advantage of the Crosspoint Call Center is the ability to support distributed sites and/or remote agents over a single network. All contact center features and capabilities are available to agents, regardless of the agents' physical location. This allows for a much more cost efficient and effective distribution of the clients call center work force.