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SIP Trunking in the Contact or Call Center
Call Centers are traditionally staffed with a labor force that requires training and performance monitoring. They often make use of interactive voice response systems (IVR), automatic call distributor (ACD) systems and legacy PBXs. As business grows and call volume increases, these legacy call centers are changing with the times, evolving into IP Contact Centers to satisfy the need for rapid and efficient responses to customer requests. IP contact centers that leverage Voice over IP (VoIP) technologies can manage and integrate all manner of communication whether it is a phone call, fax, email, instant message or other data transmission. Today´s IP contact center product lines integrate functions that provide workforce management, quality and performance management and interaction optimization applications to yield tremendous potential savings for businesses that deploy contact centers.
IP contact or call centers are an ideal application for SIP Trunking. The hardware, maintenance and IT personnel costs associated with VoIP gateways used by contact centers is expensive, but SIP Trunking eliminates these costs. The need for VoIP gateways themselves is diminishing because gear is now being shipped SIP capable from manufacturers. SIP Trunking paired with the diminishing need for VoIP gateways makes the cost benefits of IP contact centers even more dramatic. With today´s technology, implementing an IP contact center is faster and less expensive than the traditional method of routing contacts, a compelling argument for call centers to deploy SIP Trunking.
With traditional contact centers, establishing communication with the right resource requires redirecting or using pre-contact routing. Redirecting is accomplished through tie lines or "take back and transfer" capabilities, both of which incur significant expense when dealing with a high volume of contacts and distributed remote sites. This is how pre-contact routing works with SIP Trunking: SIP contacts come directly from a telecom service provider and are load balanced across all sites or put into a voice portal or other contact classification system so they can be referred to the appropriate resource - a contact center product or agent. The communication can be directed or redirected an unlimited number of times without incurring take back and transfer costs, assuming the SIP provider does not charge for it.
Contact center point products selected for need and function should offer the assurance that they will work together seamlessly. SIP Interoperability makes this possible. Why not focus on deploying the best business applications that leverage IP and the SIP protocol running on top of it instead of locking into high cost, inflexible proprietary technologies? When providers around the globe accept and comply with an international standard such as SIP, it is easier to expand business operations to geographic locations, efficiently routing communication through contact centers, balancing the communication load without worrying about different protocols or business continuity in the event of disaster or major outage.
Broadvox SIP Trunking helps provide a high level of customer service and demonstrates VoIP benefits when contact centers are migrated from TDM to IP or when turning up new contact centers. Using SIP Trunking in lieu of an extensive inter-site network for VoIP allows the SIP provider to function as a virtual network, while maintaining seamless connectivity to the public switched telephone network (PSTN).
For further information contact us at: 214.646.8044 or 800.273.4320
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