Evaluating Contact Center Requirements before Migrating to SIP Trunking

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Call Centers are re-evaluating VoIP and SIP trunking as the technology continues to offer dynamic features not supported by the Public Switched Telephone Network (PSTN)

A major contributing factor to call centers remaining on the PSTN was the rock solid reliability and quality of service, but now that VoIP is becoming more mainstream and reliability has significantly improved, call centers are taking serious strides at making the switch to SIP trunking.

Most everyone is familiar with the major benefits of making the switch to business VoIP - including operational cost savings, improved productivity and ease of scalability but Call Centers are realizing the true benefits of VoIP and SIP trunking are with out of the box features not available from the PSTN.

The continual evolution of IP-based telephone networks has spawned, in a word - data.  Data is the primary reason for call centers re-evaluation of VoIP and SIP Trunking.

Requirements Contact Center need to consider prior to moving to SIP Trunking:

  • Geography - could play a role in availability of SIP trunking and its pricing so it is beneficial to obtain region-specific termination costs quotes from more than one SIP trunking provider.
  • Scalability - on demand is one of the latest capabilities of SIP Trunking providers.
  • Customer On-premise Equipment - and up front costs could eliminate anticipated short and long term costs savings so it's important for call centers to evaluate options such as leasing.
  • Conversion Speeds - allows for companies to deploy SIP trunking solutions much faster than would be expected with comparable TDM and PSTN solutions.

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