REVOLUTIONALISE THE CALL CENTRE COMMUNICATION TECHNOLOGY

ITES is the fastest growing industry segment in India and has grown at almost 42% in the last year. It is supposed to grow at 52% in the next three years going by the NASSCOM data.

Avishkar Infotech Pvt ltd and Datasoft Networks have devised a new technology to be used in the call centers to replace the one already use widely right now.

Now think about how a normal VoIP system works. Between USA and INDIA, there will be a round trip delay of around 350 ms for Internet. Normally VoIP IP phones will either utilize SIP or H323 based systems. SIP or H323 will add an additional delay of 75 ms on each end. Additionally H323 and SIP will utilize some compression technique to save bandwidth from 87 kbps to 32 kbps with G711 or to 20 kbps with G723. So this compression and decompression will add another 75 ms delay in each end.

Now the total delay comes to around 650 ms, which makes the quality of the VoIP IP phone unacceptable. Also the central signaling server should handle all the voice traffic. Therefore during high call volume this delay will increase. In addition to affecting delay, compression and decompression degrades the voice quality.

We have developed an alternative solution to avoid delay and quality degradation. With our system the total round trip delay will be less that 400ms. We are achieving this through technical excellence. Our system does not rely on SIP or H323 it is strictly IP based. We are not doing any compression like G711 or G723. Our central signal server is used only to establish the initial voice connection. After that the voice conversation is a direct connection between the toll free caller and the corresponding call center agent. When a conversation is taking place it no longer requires our system to be online. Once connected your call will not be dropped until either party hangs up