Dynamic Load Balancing

Customers find contact centers useless and frustrating if the telephone service suffers from heavy traffic, unnecessary delays, or if the communication is misdirected or routed incorrectly. Redirecting and routing capabilities are necessary to distribute and balance the communication load during peak operation times. Broadvox GO! SIP Trunking provides easy and cost-effective pre-contact routing to facilitate load balancing, freeing initial resources to handle the next contact.

Why is load balancing important and when is it necessary? Load balancing prevents traffic on one system from becoming so heavy that it virtually disables effective communication. Callers are angered by long holding times with overwhelmed operators while and other operators may be idle. Contact volume can fluctuate depending on the type of business, geographic location and even seasonal factors. Retail business with contact centers both on the East and West coasts of the US would typically expect a higher contact volume from 9am until 5pm, but since the offices are separated by thousands of miles the peak time occurs during a different eight hour period.

Heavy call volume also occurs seasonally, such as calls to airlines during holiday travel periods or the well known need to call turkey-roasting hotlines during Thanksgiving. In all such cases, it is important to distribute the communication traffic, rerouting it as needed so the calls reach their destination as quickly as possible to meet customer expectations.

Broadvox provides contact centers, support organizations and businesses with a dynamic load balancing capability using GO!Domestic SIP Trunking products.

For further information contact us toll free at: 800.273.4320 or info@broadvox.com