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January 08, 2008
Using SIP Trunking in an IP Call Center
By Brian Solomon, TMCnet Web Editor
The labor force in any call center requires training and performance monitoring. Many use IVR  , automatic call distributor systems and legacy PBXs. As call volume increases with expanding business, these legacy call centers have found they must adapt. As a result, some have transformed into IP contact centers in order to respond more efficiently.
By using VoIP , IP contact centers can manage and integrate phone calls, faxes, emails, instant messages or any other form of data transmission. Today’s product lines have the ability to integrate functions for workforce management, quality and performance management, in addition to interaction optimization applications. The result is large potential savings for businesses using contact centers.
Setting up communication with the right resource used to call for redirecting or the use of pre-contact routing. This is how pre-contact routing works with SIP Trunking: SIP contacts come from a telecom provider and are load balanced across all sites to be referred to the proper resource. The communication can thus be redirected an unlimited number of times with no take back and transfer costs.
SIP trunking is ideal for IP contact centers. The costs associated with VoIP gateways used by contact centers may be high, but SIP trunking can get rid of this obstacle. Today’s technology allows for the faster and less expensive implementation of IP contact centers.
By accepting and complying with an international standard like SIP, providers make it easier to expand business operations--efficiently routing communication through contact centers and managing the communication load without the problem of varying protocols or business continuity.
Broadvox ( News - Alert) SIP Trunking offers a high level of customer service, and also features benefits for contact centers that have migrated from TDM to IP. It also allows the SIP provider to operate as a virtual network, while also maintaining seamless connectivity to the public switched telephone network.
Brian Solomon is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To see more of his articles, please visit Brian Solomon’s columnist page.
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Session Initiation Protocol (SIP) | X | | SIP is the real-time communication protocol for VoIP. SIP is a signaling protocol for Internet conferencing, telephony, presence, events notification (emergency calling) and instant messaging.
SIP...more |
Interactive Voice Response (IVR) | X | | A hardware- or software-based computer system that enables incoming callers to interact with voice prompts or verbal commands....more |
Time Division Multiplexing (TDM) | X | | TDM divides transmission channels into time-separated channels. TDM was designed to provide each channel with a fixed amount of bandwidth. The tutorial explains more....more |
Internet Protocol (IP) | X | | IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
Voice over IP (VoIP) | X | | A real-time communications system that converts voice into digital packets containing media and signaling data that travel over networks using Internet Protocol....more |
(source: http://www.tmcnet.com/channels/ip-trunking/articles/17875-using-sip-trunking-an-ip-call-center.htm)
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