One of the major forces reshaping the call center is the conversion to SIP. New data from Forrester shows the trend gaining strength. Their recent survey of IT decision makers shows that 55% of companies either have or are planning to replace PRIs with SIP trunks (see figure).
The SIP protocol covers all enterprise communication, not just contact center. However, for many companies, the journey to an all-SIP environment is starting with their call center.
It’s a logical subset to start with for two reasons:
- It’s somewhat isolated from the rest of the enterprise’s telecom usage.
- It inherently involves voice traffic coming or going from the PSTN, so there is a good case for lowering telco costs.
In our post, SIP is Seeping into Call Centers, we talked about how a SIP-enabled call center can add 3rd party enhancements (like speech analytics), implement call-attached data (that actually works), and add advanced features like visual IVR and virtual queuing.
If you’re interested about call centers and SIP, here are 5 must-read articles (well actually, 4 must-reads and 1 must-watch, to be accurate.)
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