130414_Revista_Coll_Business_1a_Ed

SOLUÇÃO VoIP
IMPLANTADA
EM DIVERSAS
EMPRESAS.
/
25
VoIP TECNOLOGY
» (FABIO DANIELESKI GROSS)
IP PABX - São Paulo
Conexão Internet
IP PABX - Rio de Janeiro
IP PABX - Londres
There are many ways that the companies use to make contact with their
customers and/or suppliers, including, email, social networks, skype, fax etc.
Not all of them are used simultaneously due to the policies established within
the corporation, but one thing is certain, the voice contact (phone calls) will
always exist. Because it’s faster, direct and usually easier to understand and to
comply the demand. You know, for example, the case of collection agencies
or service offerings, even though most people don’t like to receive calls from
these sources, this contact is very efficient, and therefore, the result is excellent.
In another words, as much as other technologies enter in the market, one that
surely will not be replaced, but enhanced, is the interaction through speech.
Despite being essential, telephony represents a major cost in financial
companies. But in a few years back has become the more popular technology
that is diminishing somewhat the flow of the faucet that pours this great values
and amazement expressions every time the phone bill arrives: the VoIP. In
addition to reduce costs, the main reason for adoption the system, several other
benefits are now presented to justify the development of projects in this area as
the easy addition of functionality, integration with various systems, mobility etc.
Sistema
de CRM
Servidor de
Armazenamento
de Dados
Este cenário é uma tendência atual, onde se
tem diversos PABX IP espalhados pelo Brasil e
pelo mundo conectados a uma rede corporativa
(MPLS ou VPN, por exemplo). Estes PABX podem
ser integrados a aplicações de CRM, ou de um
determinado monitoramento, ou um discador, por
exemplo, e/ou fazer gravações de atendimentos em
um call/contact center gravando em um repositório.
Todo este conteúdo pode ser utilizado por uma
pessoa que esteja em qualquer um desses lugares
ou em outro (hotel, em casa etc.) da mesma forma
que os demais estão fazendo nos seus postos de
trabalho. As ligações entre os ramais dos sites que
têm os sistema de VoIP instalado podem ser feitas a
custo zero, já que o custo do acesso já estava sendo
pago para integração dos sites. É possível ainda,
configurar rotas de menor custo, onde as ligações
saem pelo site que tem a tarifa mais barata para
o destino solicitado. Por exemplo, um funcionário
alocado em Londres deseja entrar em contato com
um fornecedor em São Paulo, ao invés de pagar
uma chamada internacional da Inglaterra para o
Brasil paga-se uma chamada local saindo pelo
PABX de São Paulo.
Operadoras VoIP trabalham com tarifas abaixo das
aplicadas por operadoras de telefonia “tradicional”
e vêm tendo boa aceitação tanto de pessoas físicas
como jurídicas. Principalmente pela liberdade que
elas proporcionam ao cliente que pode escolher
como quer utilizar esse serviço. Com planos pré
e pós-pagos, pacotes com tarifas iguais para
diversos destinos e a não obrigatoriedade de
se trabalhar somente com uma, mas podendo
escolher qual usar em determinadas situações,
seu uso fica extremamente atrativo em muitos
casos. Porém existem alguns pontos que devem
ser observados: como a chamada será terminada
em um serviço disponível na intranet, o consumo
de banda crescerá fazendo necessária uma revisão
nos acessos; devido à facilidade de instalação de
serviços VoIP o número de operadoras desse tipo
explodiu e a cada dia cresce mais. Assim como
existem empresas muito boas, existem as ruins,
portanto é importante observar e pesquisar sobre a
idoneidade da empresa que está sendo contratada.
Several companies of all sizes have noted the improvements that the phone,
using the data network, can bring to their day-to-day. Many has deployed the
system that has been already paid off and is considered a success. This strong
adhesion of the domestic market is due to several factors:
Relative improvement in the quality of services and internet access prices: I say
“relative” because although we are still not even close to enjoy the services and
tariffs where the internet service providers are already much more mature and
advanced, as in the United States, Europe and Japan, for example, there has
been a big change in this aspect when compared with some (few) years ago.
Enabling communications as MPLS networks have greatly helped in the growth
of VoIP in the corporate world and of the broadband available to residential
plans for private use.
Increase of jobs, globalization and mobility need: as the mobile phone has
become essential, mainly due to the ease of establishing contact with any
person, wherever it is, respecting the coverage areas, the fixed telephony
often requires that too. When we use VoIP and there is access to the server,
developers can use their extension from anywhere that provides access to
the Internet as if they were inside of the company plant, making use of all the
resources provided by PBX normally. As companies are distributing worldwide
with mergers, purchases and branches opening and some people stay
constantly on the move between different sites of the company, unleash your
extension from the physical point at your desk and take it with you is a huge
mobility step afforded to the user.
Consolidation of technology: except for the adventurous that, from the
beginning, saw all the improvement that VoIP could bring to the company
and started to install an IP PBX, most of the managers prefer to observe the
evolution and stability of a service before deploying it. Today VoIP is already
a reality, from home users to large corporations use some VoIP system to
communicate or provide communication. So there is nothing to fear, if it will
whether or not succeed. Just choose the best platform for your needs, a skilled
and responsible professional/company, and follow the requirements of the
system, with that the project’s success will be guaranteed.
Wide range of services offered generally at a low cost: Wide range of services
offered generally at a low cost : As the PBX that support VoIP are some kind of
computer, there are several types of services that we can provide to integrate
different types of solution for all levels of complexity. This integration is
much easier and more transparent than if it were made with a computerized
system and an analogic central . It’s as if the entire structure were at the same
level of abstraction. To prove this, currently, most teams that work with VoIP
support systems were “born and raised” in computer science, and took over
this service. This does not mean that the professional expertise in traditional
telephony had not been come up to date and have been adapting to the model
that we have today.
Read below a classic example of a VoIP solution deployed in several companies:
This scene is a current trend, where there are several IP PBX throughout Brazil and
around the world connected to a corporate network (MPLS or VPN, for example).
These PBX can be integrated with CRM applications, or of a particular monitoring
or of a dialer, for example, and/or make call recordings in a call/contact center
recording it in a repository. All of this content can be used by a person who is in
any of these places or anywhere (hotel, home etc.) in the same way that others
are doing in their jobs. The links between the extensions of the sites that have
installed the VoIP system can be done at zero cost, since the cost of access was
already being paid to the integration sites. You can also configure lower cost
routes, where the calls are made from the site that has the cheapest fare for the
requested destination. For example, an employee allocated in London want
to contact a supplier in Sao Paulo, instead of paying an international call from
England to Brazil, he pays a local call leaving from the Sao Paulo’s PBX .
VoIP Operators work with rates bellow applied than ‘traditional’ phone
operators, and have had a good acceptance of both individuals and companies.
Mainly for the freedom that they provide to the customer, that can choose how
to use this service. With pre and postpaid plans, packages with equal rates to
multiple destinations and the no obligation to work with only one operator,
but choosing which one to use in certain situations, VoiP’s use is extremely
attractive in many cases. But there are some points that should be noted: as the
call is going to be ended in a service available on the intranet, the bandwidth
consumption will grow, so, a revision in the access becomes necessary ; due to
the ease of installation of the VoIP service the number of this kind of providers
exploded and grows more everyday. Just as there are very good companies,
there are bad ones, so it is important to observe and investigate the suitability
of the company that is being hired.
Fabio Danieleski Gross is a
Telecommunications and
Infrastructure Consultant.