Tomorrow's SIP-Enabled Customer Interactions

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Source: Siemens

Date: January 2008

Type: White Paper

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Overview: For almost two decades, companies have strived to distribute incoming voice calls among call takers in the most efficient manner. In past, email and web interactions have been included in the routing mix, using common routing engines across media. However, these communications remained confined within their own ’Channel’ - voice, email or web chat - and on their originating device. With converged second generation IP communication networks come new standards such as Session Initiation Protocol (SIP). SIP enabled devices and applications have the potential to transform customer interactions and the way customer contact centers work.

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