The Session Initiation Protocol (SIP) is a communications protocol used in call centres for signalling and controlling multimedia communication sessions.

SIP and Call Centres

The most common applications of SIP technology are in Internet telephony for voice and video calls, as well as instant messaging all over Internet Protocol (IP) networks.

All new cloud-based call centre technology platforms use SIP and the technology is a true enabler, allowing businesses to do a range of things that were previously either not possible, or cost restrictive.

Key Benefits of SIP technology

1. It’s a lot cheaper than traditional telephony

Calls are cheaper, phones are cheaper and it’s easily upgradable and scalable.

2. SIP is an open standard

This means SIP will interface with other platforms, devices or applications providing a huge amount of freedom in selecting the right solution for your business enabling greater flexibility, ease of integration and faster deployment.

3. Easy management

You can quickly reroute calls, add new features etc and as SIP handles more than just voice calls, you can easily add services such as web click-to-call, Live Chat and voice-enhanced e-commerce.

4. Adding Remote Workers is a breeze

Whilst it was possible using older technology, using SIP technology you can have a Home/Remote Agent up and running in minutes providing additional flexibility and capacity to your workforce.

Next steps

  • If you need help moving to a SIP solution we’ve got some great suppliers and consultants in our Business Directory.


Upcoming Industry Events:

Customer Service Emails – Dec 2020

Event Organiser:
CX Skills

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

Workforce Management Essentials

Event Organiser:

This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

The Heart and Mind of a Winning CX Culture

Event Organiser:

In this free webinar, Australia's leading customer service expert Jacquie Scammell provides some tips and insight into how to create a winning CX culture in your business.

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