Contact centers that want to easily interoperate with other vendors, partners, and worksites must standardize with Session Initial Protocol (SIP) over their Voice-over-IP (VoIP) communications systems. Once an organization’s VoIP is SIP-enabled, they open themselves up to virtualizing multiple operations, increasing flexibility, reducing costs, and improving overall efficiency across an endless array of communications options.
Here’s how organizations are improving customer service with SIP-enabled VoIP communications:
Virtualize. An all IP-based solution doesn’t require PBX hardware to be physically installed at remote locations. Dynamically turn on and manage communication services at any location, even home offices.
Presence. Always-on, available IP communications let others know of an employee’s availability, thus eliminating the need to manually call to see if someone’s available. Let others know if employees can help through an “I’m available” icon on a web page, email, or calendar.
Deploy best-of-breed. Don’t be stuck on someone else’s communications protocol. You can always integrate the best available SIP-enabled solution.
Multimedia. Communicate visually when voice alone can’t solve the problem.
Unified communications. All employees, irrespective of expertise and location are equally accessible across multimodal communications. Bring in expert help right away without digging through layers of communication handoffs.
For a much deeper understanding of SIP’s benefits in the enterprise, read “Taking a SIP: What Executives Should Know About IP Transformation in the Contact Center,” “Genesys SIP – Empowering Enterprise-wide Customer Service,” and take a look at how Genesys is doing it with its SIP contact center solution.
