IP-architected
Call Centres
An
IP-architected call centre can be defined as one in which all forms of
communication, including voice, are treated as data within a single enterprise
network using Internet Protocol (IP).
We defines a
call centre by the following features:
• An Automatic
Call Distributor (ACD) or Private Branch Exchange (PBX) with equivalent
functionality overlaid (or soft ACD);
• 10 or more
agent positions;
• Agent
positions are desks, from which agents make and/or receive telephone calls to
internal or external customers. This is taken to imply that the call in
question involves communication between the agent and the customer.
“… There are currently 186
call centres in Hungary, and this figure will grow to nearly 234 by 2007. As
the Hungarian market grows and matures, so will the average size of Hungarian
call centres (from 30 APs in 2001 to 33.5 in 2007), meaning that the number of
agent positions is growing faster than the number of call centres. At a CAGR of
7.0% between 2001 and 2007, the growth in the number of call centres in Hungary
will be considerably below the EMEA average…”
(Source: Datamonitor, Call Centers in EMEA to 2007, Reference Code: DMTC0852,
Publication Date: October 2002)