Vonage America, the sales and services subsidiary of voice over Internet protocol telephone provider Vonage, selected call center technology from Avaya Inc., which made the announcement yesterday. Financial details were not disclosed.
Vonage said it was upgrading its call center technology to bolster its customer service in the increasingly competitive market of consumer VoIP phone service.
Avaya also said that it helped Vonage expand its call center volume capacity using SIP-based technology. SIP is a telecommunications protocol that promotes integration and interoperability between communications channels, including audio, video and instant messaging.
Vonage said the new call center technology platform has let it handle more calls, reduce wait times and improve customer satisfaction. When call volumes peak at a particular center, Vonage can shift the load to other parts of its call center network.