Contact/Call Center

Why Deploy SIP Trunking in the Contact or Call Center? Call centers are traditionally staffed with a labor force that requires process specific training and performance monitoring. Call centers often make use of Interactive Voice Response (IVR) systems, Automatic Call Distributor (ACD) systems, and legacy PBXs. As call volume grows and campaign or process complexity increases, these legacy call centers are forced to change and evolve into contact centers to satisfy the need for rapid and efficient responses to customer requests.

Contact centers that leverage Voice over IP (VoIP), or SIP Trunk 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 for quality performance, workforce management and application optimization to yield tremendous potential savings for businesses contact centers.

Both contact and call centers are candidates for transitioning to SIP Trunking. The hardware, maintenance, and IT personnel costs associated with TDM contact center VoIP gateways are expensive, but worth the cost of the lower communication services cost. However, the need for a TDM to VoIP PBX gateway is diminishing because equipment is now shipped 'SIP-capable' direct from manufacturers.

Transitioning or implementing a SIP Trunking solution 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 through voice mail and postal services, which is a compelling argument for all call centers to deploy SIP Trunking.

With traditional call 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.

With SIP Trunking, pre-contact routing works as follows: Contacts come directly from a SIP Trunking 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 infrastructure and network elements are selected for need and function, usually offering the assurance that they will work together seamlessly. With SIP Interoperability and Unified Communications solutions integrating greater levels of functions is made possible. Contact centers should focus on deploying the best business applications that leverage IP and the SIP protocol rather than locking into high cost, inflexible proprietary technologies.

When providers around the globe accept and comply with a standard like SIP, it is easier to expand business functionality across geographic locations, efficiently routing communication through contact centers and balancing the communication load without worrying about different protocols or business continuity in the event of disaster or major outage.

GO! SIP Trunking delivers the benefits of quality VoIP for businesses and provides a high level of customer satisfaction. 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 toll free at: 800.273.4320 or info@broadvox.com