Dynamic Load Balancing

Contact centers are ineffective and frustrating for customers if the traffic is too heavy, causing unnecessary delays, or if the communication is misdirected or routed improperly. Redirecting and routing capabilities are required to distribute or balance the communication load during peak traffic hours. Broadvox SIP Trunking enables easy and cost-effective pre-contact routing to facilitate load balancing, freeing the initial resources to handle the next contact.

Why is load balancing important and when is it necessary? Simply put, load balancing prevents traffic on one line from becoming so heavy that communication is virtually disabled. Contact volume fluctuates depending on the type of business, geographic location and even seasonal factors. For example, a retail business with contact centers both on the west and east 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 would occur during different eight hour periods. Heavy call volume also occurs seasonally, such as calls to airlines during holiday travel periods. In both these cases, it is important to distribute the communication traffic, rerouting it as needed so the calls reach their destination as quickly as possible, meeting customers’ expectations.

Let Broadvox provide your contact center with a dynamic load balancing capability using our GO!Domestic SIP Trunking offering.

For further information contact us at Toll Free: 800.273.4320 or at:info@broadvox.net