Qwest Opens Virtual Call Center

Qwest Communications International Inc. (www.qwest.com) today announced a new network-hosted call center solution that reduces large capital, networking, and specialized IT staffing and equipment maintenance costs by 30 to 50 percent. The solution, called Q Routing, also integrates with VoIP (voice over Internet protocol) and existing voice technologies.

Customized to meet individual business needs, Q Routing manages inbound, outbound, e-mail and Web-based transactions and works with Centrex, PBX, analog, ISDN, POTS, cellular, VoIP and PC desktop phones.

Q Routing removes the physical limitations of the call center infrastructure and enables call center agents to work in remote and multiple locations. With the flexibility of Q Routing, call centers can manage support across multiple time zones.

Recent Yankee Group research shows an increasing desire on the part of enterprises to outsource their contact center infrastructure.

"Ease and speed of implementation, ongoing management, and seamless integration of geographically dispersed pools of call center agents are the leading characteristics of network-hosted call center solutions," said Art Schoeller, senior analyst for The Yankee Group.

"Businesses are increasingly looking for ways to integrate existing systems, reduce future capital expenses, and increase operational effectiveness," said Scott Simanson, vice president of Qwest product management.

Q Routing also offers disaster recovery for business continuity, as well as Qwest network interactive voice response (IVR) service, currently available through Qwest Web Contact Center™, an interactive voice response and voice recognition solution for both inbound applications based on the VoiceXML standard.