Ezvoicetek: Overhauling Remote Working Channels for Contact Center Agents

The COVID-19 outbreak enforced several changes for businesses in its wake, where the massive adoption of remote working practices serves as a prime example. Companies everywhere, including contact center organizations, began focusing all their attention toward acquiring the best networking solutions to improve their IT infrastructure and support employees in setting up a work-from-home environment. However, many found it challenging to implement these new changes for reasons such as legacy systems and extensive IT costs; contact centers, in particular, faced relatively larger hurdles than most other businesses.

Shop floor managers in a contact center are typically in close proximity to their subordinates in a manner that enables seamless supervision, and consequently, better report generation. The same cannot be said in the context of remote working individuals. Ensuring that each employee is equipped with the necessary connected devices and software to carry out their daily responsibilities is an incredibly laborious task. Contact centers all over the globe were in need of robust IT and communications solutions to help them successfully employ remote working innovations and safeguard their bottom line. At this juncture, Taiwan-based Ezvoicetek rose to the occasion with its intuitive IPv4 and IPv6 SIP server farm solutions that cater to the vast and evolving needs of contact centers in the current hyperconnected marketplace. “Our solutions require no installations; through a web browser alone, remote working agents can easily carry out their tasks. Supervisors, additionally, can monitor each employee’s activities to ensure high quality,” states Samuel Sung, General Manager of Ezvoicetek.

Founded in 2010, Ezvoicetek, at the start, only focused on delivering SIP proxy and IP PBX solutions but later realigned its attention toward the contact center industry and has continued to thrive ever since. The company today provides a host of affordable proprietary cloudbased VoIP products that support clients in Taiwan, France, Korea, and India.

Its IP contact center solutions portfolio consists of easy-to-use, full-feature multi-media functionalities that empower remote working professionals in the field with a complete contact center setup, be it through cloudbased or on-premise architectures.


These also include best-in-class IP Centrex, conference, VoIP monitoring, cloud-based multi-tenant call center management, and WebRTC gateway capabilities. “Leveraging built-in HTTP URL screen popups and integrated CTI (computer telephony integration) desktops, system integrators can link with their CRM or back-end database seamlessly,” explains Sung. Ezvoicetek’s EZSIP-6000 SIP communication server supports both IPv4 and IPv6 dual stacks simultaneously. Through this product, clients can carry out powerful digit processing and call routing planning flexibly, improve their web management and system monitoring practices, and enjoy the benefits of prosperous telephony features for expedited time-to-market operations.

The EZACD-8000 especially stands out in the company’s offerings owing to its incredible multi-tenant contact center support capabilities that can be seamlessly leveraged over a cloud-based architecture. It allows the EZSIP-6000 SIP communication server or EZPBX-2000 IP-PBX to become an IP contact center solution, bringing several features like skill-based routing, free seating, coaching, easy conferencing, and KPIs and agent monitoring features to the fore.

With such intuitive IP product development capabilities, Ezvoicetek helps call center agents work with their preferred technologies, where they may leverage a SIP hard phone, SIP Softphone, or WebRTC softphone freely. “We make it easy to build a unique call center in a very flexible and costeffective way,” expresses Sung. Moving forward, the company intends to build strong partnerships and work on projects with leading cloud service providers in various new territories. Ezvoicetek also intends to create more secure communication channels between call centers and their customers with more multi-media features. Not only will this move expedite interactions between the two, but it also paves the way for improved business and customer experiences. With the help of Ezvoicetek’s solutions, contact centers all over the globe stand to benefit greatly, with a whole new perspective on remote working practices for contact center agents