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SIP Evolution Boosts Cost Savings and Application Availability for Call Center Outsourcing Providers

TMCnews Featured Article


January 16, 2012

SIP Evolution Boosts Cost Savings and Application Availability for Call Center Outsourcing Providers

By Susan J. Campbell, TMCnet Contributing Editor


The idea of call center outsourcing once meant the implementation of a separate entity to handle all customer calls. Systems were not integrated, information was not easily shared and call transfers were nothing short of clunky. Thanks to the development of Internet Protocol (IP) and Session Initiation Protocol (News - Alert) (SIP), companies can roll-out advanced real-time video and voice over IP applications to reduce communication costs. 



At the same time, these companies can easily sync their communication strategies with that of their call center outsourcing provider to ensure smooth operations both internally and externally. A recent white paper issued by call center outsourcing provider, Sitel, stressed how it and other companies rely heavily on voice communications, and how SIP helps to significantly reduce the associated costs while also offering exciting new services. 

The Private Branch Exchange (PBX (News - Alert)) was the predecessor to SIP. This telephone system was located on an enterprise site and switched calls between the company’s internal users on local lines, and also provided shared access to a finite number of external phone lines. Each user does not need a dedicated phone line, saving the company money. To make outside calls, the PBX interfaces with the external Public Switched Telephone Network (PSTN) via hardware intensive gateways. 

Therefore, each enterprise site needed a PBX to connect with a carrier’s long-distance network. Each PBX then had to be outfitted with gateway equipment that consumed a significant amount of electricity, demanded substantial space and needed a dedicated organization for maintenance. As a result, legacy PBX equipment was costly for companies such as Sitel as the call center outsourcing provider maintains a global network of contact centers that number in the hundreds. 

Each contact center required its own PBX and gateway equipment and calls could only be distributed within each location. To send the call to another call center, it had to be transferred across the PSTN while the company absorbed costly rates. Before SIP was available, this process was expensive and lacked the streamlining call center outsourcing providers like to deliver to the client base. 

The fully evolved SIP architecture centralizes all enterprise trunks and call are easily distributed to any PBX. With a common signaling protocol, integrating different applications is a relatively simple process. Call center outsourcing providers are able to achieve the streamlined approach to communications desired, as well as a reduction in costs due to the convergence of the IP and telephony networks, the replacement of the traditional TDM with IP-based equipment and the leveraging of the internal WAN.

The transition to SIP architecture is a significant move in a positive direction for those call center outsourcing providers seeking more economic methods for delivering on promised services. Sitel is enjoying the shift as call center software providers are now offering services supported with this platform. Before long, call center outsourcing companies like Sitel will be able to offer customers a full menu of communications applications, regardless of the agent’s location. This will continue to improve the services available to ultimately enhance the customer interaction experience.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jamie Epstein







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