SIP Contact Center - Sponsored Whitepaper

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. Whether the goal is to reduce costs in the existing call center,
leverage inexpensive overseas labor or add Work At Home Agents (WAHA), IP Contact
Centers provide tremendous flexibility to adapt to changing markets and labor resources.