A key IP telephony standard is quickly gaining momentum, as enterprises are moving quickly to leverage the SIP standard in their contact centres. Genesys Telecommunications Laboratories last week announced at their G-Force conference that it has now reached more than 100 major enterprise customers that have begun SIP implementations using its customer service software.
“These new SIP customers are some of the largest enterprises in the world, with global operations,” said Paul Segre, President and CEO, Genesys. “This milestone is an important indication of the market momentum that SIP is seeing, and we are certainly proud of the role Genesys has played in enabling that.”
As the leading dedicated provider of customer service software, Genesys’ growth provides a good snapshot of IP adoption in contact centres. Genesys noted that one of the drivers behind SIP adoption with Genesys software is the ability to leverage existing PBXs and telephony and reduce the need for future infrastructure, providing tremendous cost savings and flexibility.
“The evolution to IP communications has been slower in the contact centre than for PBXs, largely due to concerns about impacting customer revenues and service with still emerging technology,” said Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics. “That delay is proving to have an unintended benefit. Standards-based SIP contact centre applications, like the Genesys suite working with SIP Server, are giving companies an opportunity to leapfrog over proprietary IP approaches and move directly from TDM to SIP.”
Companies typically use SIP and IP telephony to virtualise their customer service and enhance their customer service operations. By deploying virtual contact architecture, businesses can simultaneously reduce costs and improve service by interconnecting multiple contact centres. They can also integrate a wide variety of other locations, such as branch offices, mobile experts, back office personnel, and even work-at-home agents. As a result, enterprises can improve the overall customer experience by quickly matching the most relevant and available resources for each customer, and avoiding excessive wait time.