Transforming your Contact Center…”SIP-ly” Stated

Transforming your contact center can be a daunting task.  Things may seem to run smoothly now.  Sure you might have a few bumps along the way, but it just works.  However, have you taken a look at how much your network is costing your company?  Voice and data are totally separate, disparate networks that may have several vendors and they take a team to manage.  Looking at it from this perspective, is it REALLY “just working?”

The answer is probably no, and if it is yes, it will become no in the near future.  This is why you, and many other businesses are investigating new ways to transform your voice now and prepare for the future of communications.  This means taking a look, at and moving to, an IP-based communications infrastructure.

By moving to an IP (Internet Protocol) network, you can run both voice and data on the same connections which also means fewer lines.

Session Initiation Protocol (SIP) connects VoIP transport services with applications, including contact center, and technical feature benefits of SIP.  SIP also helps lower the Total Cost of Ownership (TCO). But there’s a certain degree of trepidation.  Moving to SIP involves stepping out of the comfort zone of known traditional telecom services.  Maybe this is why you and your organization haven’t migrated yet?

The common issue is the path to transformation.  For many businesses this means knowing where to start. You think it’s “just working” and so you’re less excited to implement something new.

We’ve been talking a lot about all of these things lately.  Working with a SIP expert helps you to determine where to begin from a network design perspective (consolidated or distributed environments, or a combined approach).  It also helps you determine what the best path is to get to the end state. — here you will fully take advantage of lower costs, higher productivity, more choices for application integration, and so on.

Now that I’ve got your attention, you’re probably thinking that you have no idea which sites or applications to SIP-enable first.  Yes, that is the common next question.  Often in a contact center environment, you have many sites or many trunks, and switching all of that to IP seems like it will take forever.  You have to make sure customers can contact you, so the transition needs to be seamless.

In order to help you with this, you have to take a look at your sites and categorize them into one of the following groups:

This means that you can start from the beginning (or start over, depending on your situation) and go straight SIP.  This type of application is the most straightforward.  You may also see TCO advantages immediately.

The other two categories require integration between legacy voice and VoIP.  While this is not as straightforward, it does benefit your business, allowing you to enable more applications on your network and enjoy TCO benefits and productivity gains.  To determine which way to go often relies on the amount of perceived risk involved.

Transforming from legacy services to SIP is not as daunting as it may seem. With a good look at what your network looks like today and where you can consolidate to simplify operations and lower costs, a SIP Trunking design can be developed for you through the right SIP service provider.  It is important to work closely with the service provider and the equipment vendor during the planning and execution.

For more information on transforming your voice, visit, and watch the site for a new white paper on Successfully Implementing SIP trunking for Contact Centers.

Have you moved to a SIP Trunking system?  How has it worked for you?  What was good?  What was terrible in the experience?  What would you recommend to others?  Your colleagues will be very grateful to get your advice and expertise. Please leave a comment about your experiences.
The Networking Exchange Blog Team About NEB Team