The SIP Contact Center: Leveraging the SIP Architecture to Build IP Contact Center Solutions
The legacy call center has been a staple for enterprises that service customers over the telephone. Whether servicing a major airline or a small local business - providing prompt access to helpful agents is an important part of every business and a constant target for improving performance and efficiency. As a result, the legacy call center has gone through a metamorphosis, emerging as the IP Contact Center which replaces the PBX and separate IVR and ACD systems and merges email and instant messaging into a new architecture that integrates these functions, leveraging Voice over IP technologies. With IP Contact Centers, full featured contact centers can be deployed with agents virtually anywhere in the world where there is IP connectivity.