SIP can offer VoIP PBX help

Using Session Initiation Protocol (SIP) solutions in call centres can help with a VoIP PBX deployment, according to an expert.

Paul Segre, chief executive of Genesys, writes on TMCnet.com that SIP is standards-based and independent of media and has a generic interface which lets every application become interoperable.

He also claims that, because it removes the need for middleware and creates a transparent interface to applications across the business, costs can be reduced by up to 25 per cent, as well has helping agents and improving customer service.

In addition, "because the solution integrates all applications and communication channels into the data network, there is no need for computer telephony integration," meaning legacy PBXs "are no longer essential", easing the VoIP PBX deployment.

Mr Segre also explains that the open standards of SIP mean that non-proprietary software and hardware can be used for functions such as routing, queuing and customer interaction management.

However, it allows changes to these to be made "while routing strategies, supervisory roles and key metrics will all remain essentially the same".