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A tool to assess the feasibility of VOIP for contact centres

With Voice-over-Internet-Protocol 1 (VO IP), voice calls travel over the same network as data, potentially making the voice network redundant and thereby reducing an organisation's investment in network infrastructure and its support and administration costs. Since voice is the primary communication...

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Main Author: Venter, Anton
Other Authors: Marsden, Gary
Format: Thesis
Language:English
Published: Department of Computer Science 2024
Subjects:
Computer Science
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access_status_str Open Access
author Venter, Anton
author2 Marsden, Gary
author_browse Marsden, Gary
Venter, Anton
author_facet Marsden, Gary
Venter, Anton
author_sort Venter, Anton
collection Thesis
description With Voice-over-Internet-Protocol 1 (VO IP), voice calls travel over the same network as data, potentially making the voice network redundant and thereby reducing an organisation's investment in network infrastructure and its support and administration costs. Since voice is the primary communication medium for customer servicing, other benefits could potentially be realized when VOIP is applied in contact centres. However the feasibility of VOIP depends on many factors and makes the evaluation of its feasibility a complex issue. This research proposes an assessment tool to evaluate the feasibility of VOIP in the contact centre(s) of a business, given the current and intended characteristics of the contact, centre and its technology infrastructure. Execution of the assessment requires input from an individual familiar with the current contact centre and its basic technology infrastructure, rather than VOIP itself From past implementations of VOiP and literature available, this research identifies the relevant factors that influence the feasibility of VOIP. These are used to formulate questions that make up a questionnaire. The answers to the questionnaire are applied to a calculation to produce an overall rating of the feasibility of VOIP for the organisation's particular situation. The assessment tool was implemented as a web-based interactive application, which interrogates a user by way of the questionnaire and immediately gives a "score" indicating the feasibility of VOiP as a new technology. The resulting tool also indicates which factors made a considerable negative contribution towards VOIP not being feasible for the particular organisation.
format Thesis
id oai:open.uct.ac.za:11427/40020
institution University of Cape Town (South Africa)
language eng
last_indexed 2026-06-10T12:43:40.308Z
license_str Not specified — see source repository
provenance_str_mv Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository
publishDate 2024
publishDateRange 2024
publishDateSort 2024
publisher Department of Computer Science
publisherStr Department of Computer Science
record_format dspace
source_str UCTD — University of Cape Town Open Access Repository
spelling oai:open.uct.ac.za:11427/40020 A tool to assess the feasibility of VOIP for contact centres Venter, Anton Marsden, Gary Computer Science With Voice-over-Internet-Protocol 1 (VO IP), voice calls travel over the same network as data, potentially making the voice network redundant and thereby reducing an organisation's investment in network infrastructure and its support and administration costs. Since voice is the primary communication medium for customer servicing, other benefits could potentially be realized when VOIP is applied in contact centres. However the feasibility of VOIP depends on many factors and makes the evaluation of its feasibility a complex issue. This research proposes an assessment tool to evaluate the feasibility of VOIP in the contact centre(s) of a business, given the current and intended characteristics of the contact, centre and its technology infrastructure. Execution of the assessment requires input from an individual familiar with the current contact centre and its basic technology infrastructure, rather than VOIP itself From past implementations of VOiP and literature available, this research identifies the relevant factors that influence the feasibility of VOIP. These are used to formulate questions that make up a questionnaire. The answers to the questionnaire are applied to a calculation to produce an overall rating of the feasibility of VOIP for the organisation's particular situation. The assessment tool was implemented as a web-based interactive application, which interrogates a user by way of the questionnaire and immediately gives a "score" indicating the feasibility of VOiP as a new technology. The resulting tool also indicates which factors made a considerable negative contribution towards VOIP not being feasible for the particular organisation. 2024-06-27T09:14:59Z 2024-06-27T09:14:59Z 2005 2024-06-25T13:29:52Z Thesis / Dissertation Masters MSc http://hdl.handle.net/11427/40020 eng application/pdf Department of Computer Science Faculty of Science
spellingShingle Computer Science
Venter, Anton
A tool to assess the feasibility of VOIP for contact centres
thesis_degree_str Master's
title A tool to assess the feasibility of VOIP for contact centres
title_full A tool to assess the feasibility of VOIP for contact centres
title_fullStr A tool to assess the feasibility of VOIP for contact centres
title_full_unstemmed A tool to assess the feasibility of VOIP for contact centres
title_short A tool to assess the feasibility of VOIP for contact centres
title_sort tool to assess the feasibility of voip for contact centres
topic Computer Science
url http://hdl.handle.net/11427/40020
work_keys_str_mv AT venteranton atooltoassessthefeasibilityofvoipforcontactcentres
AT venteranton tooltoassessthefeasibilityofvoipforcontactcentres

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