NGN contact center presents many challenges: integrating traditional telecom infrastructures with the wide array of protocols that are required to support new, add-on services; quality and reliability issues, which are essential but often difficult to control; dependency on network specialists who are expensive and hard to find; and the challenges associated with achieving high Quality of Service (QoS), Grade of Service (GoS), and media quality.

Despite these complexities, an increasing number of enterprises are turning to VoIP contact centers as a cost-effective solution that allows them to deliver the kind of customer experience that strengthens customer relationships. Growing at a rate of 20% per year, contact centers are taking center-stage as the critical connection between a company and its customers. A company’s call center empowers its customers to summon service in real-time or near real-time via phone, fax, email, website, and/or interactive voice response (IVR). However, the quality of service experienced by customers can substantially strengthen or severely try their loyalty.

The key to the success of contact centers is the quality and performance they can provide. With an understanding of the system’s components and the right-test tools, NGN contact centers can be implemented with confidence and maintained with integrity.