By Matt Goldman
Clker-Free-Vector-Images / Pixabay
Voiceover Internet Protocol, or better known as VoIP phone systems, has been a revolutionary introduction to contact centers in ensuring the prevalence of efficiency within the frontline of operations. VoIP companies have, in recent times, grown at a consistent rate of 15.7%, and are seen to continue increasing in years to come. The success of this technological advancement can be attributed to its ability to conveniently connect agents to customers via different media channels (i.e. videos and pictures). And this prime feature of VoIP phone systems is made possible with SIP or session initiation protocol.
Customer engagement is always top priority for sales agents, and this is where SIP shines the most. Developed with a text-based feature to transcribe messages, this VoIP function has made it possible for both agents and clients to run through exchanges coursed through each session. As SIP sessions can accommodate two or more participants, this same text-based feature also makes it easier for both developers and network managers to locate and correct errors in the conversation. If you haven’t encountered an SIP session, it pretty much is a mirror image of a typical HTTP protocol. And just like in HTTP, the appearance of a typical SIP scripts consists of a series of one-liners that include a header and a body. For a more detailed look, listed below are the contents of an SIP transcription:
- Protocol information
- Session information
- Participant information
- Bandwidth information
- Encryption information
- Time description
- Media description
- Media bandwidth information
- Media encryption key
Whether it’s through their computers or their mobile phones, clients have been able to efficiently communicate with agents through SIP. Since its appearance, it has been intrinsic in the success of the Internet Telephony as a prime tool for contact centers in providing excellent customer service. This VoIP function has also been instrumental in helping companies becoming cost-efficient in the communication aspect of operations. SIP has made it possible to have free audio or video calls wherever you may be in the world.
SIP Understanding The Session Initiation Protocol
At present, a recorded 80% of companies with a big employee count have sworn by the importance of SIP in their day-to-day operations. The effectiveness of this protocol in cutting down costs by nearly 70% has helped large companies in their decision to implement it into their pipelines. It has also been forecasted by American IT research company Gartner that 50% of U.S. based exchange lines will be SIP-based. So if these numbers have convinced you to get on the SIP bandwagon, take a closer look as to what this VoIP can offer you:
- What is Session Initiation Protocol
SIP does more than just connect agents to their clients. The protocol also allows users to manage and regulate each call that enters their system. This additional function entails certain specifications like: user location and registration, user availability, user capabilities, session setup, and session management. The ‘user location and registration’ feature allows whatever gadget (i.e. mobile phones or computers) to provide location alerts to SIP proxies; and through this, SIP selects Go to the full article.
Source:: Business 2 Community