Voip

VoIP

Trying to find a case study for VoIP with an Internet search proved to be quite difficult at first. With trying to decipher the research papers that people try to sell you and finding the right case study I finally found one. We will be going over why the Oregon Corrections Enterprises switched its form of telecommunications to VoIP. Also how it has benefited from the VoIP switch, and what advantage of using VoIP.

Oregon Corrections Enterprises endorses public safety in which the inmates at the Oregon Corrections Institute teaches the inmates work meaningful work experience in a sustaining organization ("State Of Oregon: Oregon Corrections Enterprises", n.d). In doing this the Oregon Corrections Enterprises need to expand their call center, they needed to do so by keeping up with technology along with keeping the cost down. Before switching to VoIP the Oregon Corrections Enterprises was using TDM or Time Division Multiplexing which is on the expensive side if your are always expanding.

Oregon Corrections Enterprises has a variety of businesses operated by the Oregon Department of Corrections; they include the sign shop, laundry facilities along with the call center. The call center deals with the consumer-to-business, and business-to-business both inbound and outbound callers with multiple customers at a time. Before the expansion the call center had 130 seats that were the foundation of the TDM design, which has a high per-seat cost to add on to plus the annual cost to maintain was high as well. They also wanted a less complex telephone system that had low maintenance along with the cost and effort needed to do the installation of the cable to replace the TDM.

The company that Oregon Corrections Enterprises when through is call CBX systems. CBX systems has a program called CBX Call Center Suite, this is an IP-based version of its call center platform ("Dialogic", 2007). This SIP-based program supports up to 400 seats in a call center...