According to Contact Babel‘s 2011 US Decision Maker’s Guide, a majority of call center operations are fully or partially IP-enabled. Over the last few years, that has allowed SIP adoption to reach a tipping point.
For most organizations, SIP comes along by default with a call center upgrade (like moving up to Avaya Aura). For others, SIP is part of a telecom cost reduction strategy. Regardless of how it got through the door, SIP has the power to do much more than just be a part of the unseen plumbing.
A SIP-enabled call center can:
- Add 3rd Party Enhancements (like speech analytics)
- Call-attach data (that actually works)
- Advance Visual IVR interfaces for web and mobile
While these enhancements are possible without SIP, SIP makes deployment much easier. I’ve elaborated below on how these benefit the call center operation.