SIP for Contact Centers
Reduce Costs and Improve Service
SIP trunking is becoming an increasingly popular way to reduce the cost of business communications. There has been some reluctance about deploying SIP for contact centers due to concerns about call quality. Fortunately, advances in SIP technology along with improvement in internet performance and speed have actually made it so that SIP provides better call quality than traditional telephone lines, allowing contact centers to enjoy significant cost savings.
By abandoning traditional high cost TDM phone circuits and switching to an IP telephony solution, call centers can save as much as 40% off their monthly telecom spend with a traditional telecom carrier.
Benefits of SIP for Call Centers
Cost reduction is a major driver of the move to SIP for contact centers, but there are others.
- Staff Efficiently – SIP trunking offers call tracking and analytics that help contact center managers determine exactly how to staff to meet anticipated demands. Analytics reveal trends related to peak calling hours, seasons or days. Managers can determine how marketing campaigns or other activities impact call volume and react accordingly.
- Match Capacity to Demand – Traditional telephone lines are sold in groups of 23 and must be ordered well in advance of when they are needed. The best SIP vendors, on the other hand, offer unlimited channels that can be ordered one at a time and provisioned almost immediately. This allows contact managers to pay for only exactly what they need now and scale quickly when demand is increased. SIP.US allows customers to cancel any time, so it is easy to add lines for peak seasons and cancel them when the need subsides.
- Improve Customer Service and IVR Accuracy – SIP trunking, especially when deployed on an IP PBX like Astrisk, can appreciably improve call quality compared to TDM or PSTN connections. In addition to helping please customers, the higher call quality enhances speech recognition and makes IVR (Interactive Voice Response) systems more accurate. This leads to shorter call times and better queue routing, making customers and agents like more satisfied.
- Plan for Business Continuity – Natural and man made events can impact local telephone connections and interrupt contact center operations. However, SIP trunking networks can often be re-routed by administrators to avoid trouble spots and ensure continuous call center operations.
In working with our contact center clients, we have become experts at integrating with the most popular PBX systems, including Asterisk, Trixbox, Vicidial, Go Auto Dial, Elastix, FreePBX and others.
Legacy call center technology that is not IP-enabled can be serviced with a gateway device, which is available for both analog and digital equipment so that traditional telecom circuits can be converted to to SIP trunking.
A Few Words About SIP and Auto Dialers
Some SIP providers avoid selling to contact centers because of the traffic produced by automated or predictive dialers. This technology produces many short calls with one occurring very quickly after the other. For networks unprepared for this type of traffic, it can put a strain on the carrier’s network and hardware. SIP.US has special arrangements with upstream carriers who welcome type of traffic and can service this need. You do need to identify this in your trunk settings to avoid surcharges for dialer traffic on our regular service.
SIP.US can handle all types of call center traffic, be it inbound local, inbound toll-free, outbound US48 and Canada, and even outbound International. Wholesale pricing is available on request.
We understand that our contact center customers, in particular, are placing a critical part of their business in our hands. That’s why we offer a free trial with 60 minutes of outbound calling to anywhere in the lower 48 United States.
It’s easy to get started and you can start making calls immediately. Why not begin leveraging the advantages of SIP for your contact center today?
Here is what our customers have to say about working with SIP.US:
“It’s easy to be low cost, but it’s a lot harder to be low cost AND good! In my opinion, SIP.US should be on anyone’s short list of primary providers.”
– Michael Dodds, Doddstech
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