The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON COMMUNICATIONS
Transactions ID Number: 52-601
Full Name: Carlos Lima
Position: Professor
Age: ON
Sex: Male
Address: Rod. Santa Bárbara-Iracemápolis, Km 1
Country: BRAZIL
Tel: #5519-3124-1785
Tel prefix: #5519
Fax: #5519-3455-1361
E-mail address: crclima@unimep.br
Other E-mails:
Title of the Paper: Strategic Management Using VoIP Technology: a Case Study in a Call Center Company
Authors as they appear in the Paper: Marcelo E. Fernandes, Carlos R. C. Lima, Juliano Schimiguel
Email addresses of all the authors: marceloeloyfernandes@gmail.com, crclima@unimep.br, juliano.schimiguel@cruzeirodosul.edu.br
Number of paper pages: 10
Abstract: The ability of voice transmission over TCP/IP package, also called Voice over IP or VoIP, allows voice integration and data in just one structure; this enables a very cheap communication among remote locations. The main goal of this article is to analyze and demonstrate VOIP applications in the corporate market networks, their advantages and applications on the feasibility of tooling use in the corporate world. The method applied in this article is qualitative, semi-structured as a unique case study. The studied company is called KONTAK, a Brazilian organization of the call center segment located in the east region of "São Paulo". Intrinsic to the business, the major operation costs are related to telephony management. The results show a reduction in the calling costs among branches, customers and suppliers obtained after the implementation of this technology, as well as a better control of operational processes and organization management strategy in terms of the !
voice and data technology management. The business feasibility is evidenced by the return on investment (ROI) reached by the company due to this technology.
Keywords: Voice over IP, Connection, Protocol, Transmission, Telephony
EXTENSION of the file: .pdf
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How Did you learn about congress: Voice Communication, Internet Protocol, Call Center
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