Customers are increasing their use of multiple channels such as email, web and chat—often in tandem—for business dealings, growing the number of interactions and driving the traditional contact center to become a customer experience media center.
Contact centers are in the middle of a long-term transition from traditional TDM-based telephony to a SIP service using Voice over IP (VoIP). VoIP delivers significantly lower recurring costs and is a key enabler of contact center virtualization, allowing agents to work anywhere they have IP network access, including at home and while mobile.
VoIP is also the critical first step toward truly comprehensive IP-based interactive communications – presence-enabled audio and videoconferencing, chat/instant messaging (IM), multimedia collaboration and communications-enabled business applications. Many contact centers are adding these services SIP services using VoIP as integrated suites of applications referred to as Unified Communications (UC).
SIP trunking is voice over IP itself. It uses a SIP signal, but instead of using one SIP service, the VoIP provider is providing many others. SIP also enables a universal approach that spans enterprise, service provider, wired and wireless networks. New channels of communication ensure problems are solved and decisions are made immediately. Impressive SIP capabilities simplify dynamic response using any device to open limitless communication avenues and drive first contact resolution by drawing on expertise across your organization.
SIP (Session Initiation Protocol) is helping contact centers to transform the way they communicate by providing an affordable, reliable, and simple alternative to the desk phone. Download the Acme Packet Session Border Control In The Contact Center guide now.
Telcos and carriers have widely adopted this new SIP service technology but the same can’t be said of the enterprise.
It seems like a great way to manage your calls but why is it more difficult to implement than you would imagine?
The challenge is that the implementation of a complete SIP service infrastructure is a completely new way of doing things and is a fundamental change for the business to make. There has to be a leap of faith to spend the initial investment and “hope” that it will deliver the well documented but potentially less concrete returns on investment.
Many organizations are well set-up to simply and solely resell SIP trunks and their associated infrastructure components, but few are able to deliver the complete end to end solution and provide ongoing support and optimization of the performance.
To really get the benefits of this technology you need someone with expertise who consult, develop, implement and support SIP service solutions using VoIP across the enterprise, not just focussing solely on the implementation and delivery but also on long term functionality and optimization which is exactly what we do here at PSS.
Contact us to discover how our SIP service using VoIP could help you take advantage of these benefits.
The Demand to Keep Costs Down
- Do more with less
- Simplify Network Architecture
- Reduce Operating Costs
The Demand to Provide New Communications Services Quickly
- Deliver new applications and services via IP
- Provide a competitive edge
- Increased Productivity
- Do it with less money
- Utilizing unified communications such as audio and video conferencing, and video streaming
SIP Session Management Allows Enterprises to:
- Decrease the cost of infrastructure and network management
- Provide per-session control to increase operational flexibility of the network
- Globally manage security and compliance for communications services
- Provide a competitive edge using enhanced customer communications and business analytics
- Increase worker productivity by deploying new communications quickly
Delivered correctly SIP using VoIP service solutions will:
- Lower telecom costs by 30-70%
- Consolidate trunks
- Centralize infrastructure
- On-net calling (end-to-end IP)
- Foundation for UC&C
- Application integration
- Business continuity
- Source alternative providers
How PSS Can Help You
Discover the benefits of our SIP enablement practice that helps increase operational efficiency and reduce telecom costs when moving from TDM telephony to VoIP (Voice over IP) services. Download our SIP guide. If you would like more information about our solutions for this market segment or would like to discuss how your organization can benefit from deploying SIP using VoIP, contact us for a FREE no obligation consultation by emailing us at firstname.lastname@example.org
Alternatively let us help you with our FREE business wide ProPSS Assessment a planning service for organisations with Contact Center technologies that helps to create a strategic roadmap for your Contact Center applications and technologies. Just click here to book now