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Contents 
Introduction
Data#3
Toyota Financial Services
NRMA
Inchcape
Executive summary |
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- VoIP allows centralised management and centralised integration in a distributed organisation.
- Mobile workers and telecommuters have full access to corporate voice and data systems (bandwidth permitting). They can be reached on their usual extension numbers, and be given the same voice/data integration as their office-bound colleagues via Web-enabled applications or standard applications running on a Citrix (or similar) server.
- So far, most VoIP integration projects involve call centres or CRM systems, but that's about to change as organisations look beyond the low-hanging fruit.
- VoIP can make it affordable to combine multiple call centres into one virtual centre, providing additional flexibility (eg, for load sharing). This can be difficult to achieve with an existing collection of heterogenous equipment.
- VoIP can use familiar IT strategies for fail over to provide disaster recovery.
- It is easier and cheaper to add functions to VoIP systems than it is with traditional telephony, and this provides flexibility to respond to changing business requirements.
- That flexibility also applies to ongoing administration. For example, moves and changes can be effected through software even if a call recording system is involved.
This article was first published in Technology & Business magazine.
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