IP-architected Call Centres

An IP-architected call centre can be defined as one in which all forms of communication, including voice, are treated as data within a single enterprise network using Internet Protocol (IP).

1. Call Centre

We defines a call centre by the following features:

• An Automatic Call Distributor (ACD) or Private Branch Exchange (PBX) with equivalent functionality overlaid (or soft ACD);

• 10 or more agent positions;

• Agent positions are desks, from which agents make and/or receive telephone calls to internal or external customers. This is taken to imply that the call in question involves communication between the agent and the customer.

"... There are currently 186 call centres in Hungary, and this figure will grow to nearly 234 by 2007. As the Hungarian market grows and matures, so will the average size of Hungarian call centres (from 30 APs in 2001 to 33.5 in 2007), meaning that the number of agent positions is growing faster than the number of call centres. At a CAGR of 7.0% between 2001 and 2007, the growth in the number of call centres in Hungary will be considerably below the EMEA average..."

(Source: Datamonitor, Call Centers in EMEA to 2007, Reference Code: DMTC0852, Publication Date: October 2002)