Multi-Channel IP ACD with Universal Queuing
CentricACD
CentricDialer
CentricIVR
CentricCorder
CentricEmail
CentricWeb
CentricAgent
CentricTracker
CentricVoIP
Centric IP Integration
CentricAdmin
CentricReport

Product Information

CentricVoIP

Centric VoIP enables Centric hosted call centres to connect directly into next-generation VoIP Networks (NGNs). Enterprises can avoid the complexities and costs of configuring telephone connections on their premise. Now all their contacts can be delivered over a single IP connection from their local service provider. The VCS makes it even easier for service providers to host call centre services to drive additional traffic through the network; and to take advantage of the investment already made in the NGN Infrastructure. Centric agents receive calls as VoIP using just one gateway port per call. VoIP gateways - located on the network or, if preferred, at the client premise - converts telephony calls into VoIP sessions for delivery to a Centric agent, managed by the VCS.

The Centric VoIP Connection Server (VCS) provides voice call functions including call control, IVR, and voice message recording. The VCS routes inbound telephone calls from the PSTN in addition to calls initiated directly from a caller on an IP network. The VCS also handles outbound calls. It takes advantage of existing network gateway points of presence, keeping calls on the IP network for as long as possible, to reduce telephony costs, before hopping off the IP network at the gateway nearest to the call termination point.

The VCS is important for service providers because it enables them to take advantage of their existing NGN architecture, making Centric easier to host than those operating on networks using older technologies. Enterprises benefit from the VCS too because they can reduce their telephone costs by migrating their inbound and outbound calls to lower cost IP network alternatives.