5 Reasons You Should Embrace SIP


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Martyn King explains why contact centres should start to pay attention to what Session Initiation Protocol (SIP) can offer.

The call centre industry is changing rapidly. The list of technologies being utilised by call centres is ever expanding – and SIP (Session Initiation Protocol) has been on that list for a while now.

But some call centre decision makers are still reluctant to make the conversion to an IP communications network, because of concerns about call quality and security.

Regardless of such issues and whether they are really valid with the right network set-up, the death of the Public Switched Telephone Network (PSTN) is looking increasingly likely – and businesses have good reason to pay attention to what SIP can offer.

1. SIP is the protocol of choice

It’s probably safe to say that if you run an organisation that relies heavily on its communications, you’ll be benefiting from SIP in the next 5 years if you’re not already. And this is because SIP is now widely regarded as the communications protocol of the future.

Having been developed by the Internet Engineering Task Force, SIP is based on Internet Protocol – meaning it’s open to all manufacturers and developers, allowing global network connections without boundaries.

2. An IP conversion is supported by the biggest in the industry

The benefits that SIP technology can offer – especially for call centres – are already well understood by the UK’s largest telecoms providers. These organisations will eventually help drive a county-wide conversion to IP telephony.

With the right set-up, using SIP to route calls can already provide a cost-effective, feature-rich communications environment for many businesses.

Rumours have been circulating for some time now about the demise of the Public Switched Telephone Network and when this might occur. Although there is no definitive switch-off date, much of the gossip circulating at telecoms expos and exhibitions centres around the UK implies that a phase-out might be imminent.

3. All your communications on one network

SIP allows all types of data – from telephone calls, to video conferences, to instant messages – to be sent and received over a common broadband connection.

Currently many businesses still use traditional ISDN lines for their telephone communications and a separate broadband connection for internet-based services.

What SIP does is bring all communication data, including voice, on to one unifying broadband connection. This makes SIP an enabling technology that paves the way for a whole host of new tools and applications, and some very attractive cost savings.

4. Unified communications

When we think about the contact centre of the future, we probably imagine agents at their desks with all their communications in one place. Not just all on one computer, but all on one screen, no matter what device is being used.

We also might imagine a much more seamless experience, where, for example, an instant messaging conversation with a client can become a phone or video call with just the click of a mouse or the tap of a screen.

This is the kind of functionality and convenience that a SIP network and a unified communications solution is already providing to many businesses.

5. Old technology can only last so long

For contact centres, SIP and the advantages it can bring are a huge leap forward. But like any new technology, it can take time before the benefits are truly realised.

Some might argue that certain technologies will never die and that ISDN lines will still be a viable option for businesses in the future. But given enough time, in a world where technology develops so quickly, any technology will at some point be superseded.

With thanks to Martyn King at Nexbridge

Author: Megan Jones

Published On: 19th Nov 2014 - Last modified: 12th Dec 2018
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