ABOUT THE AUTHOR


Eric Krapf
Eric Krapf is the Program Co-Chair of the Enterprise Connect events, helping to set program content and direction for the...
Read Full Bio >>
SHARE



Eric Krapf | October 31, 2012 |

 
   

SIP Trunks and Contact Centers

SIP Trunks and Contact Centers Enterprises are starting to migrate, but we're just at the beginning.

Enterprises are starting to migrate, but we're just at the beginning.

Our most recent Enterprise Connect Webinar dealt with an area long seen as a potential quick win for SIP Trunking: The contact center.

The reasons are pretty straightforward: The classic SIP Trunking implementation features centralized communications servers using a single SIP Trunk (or mirrored for redundancy) to aggregate all enterprise traffic bound from and to the public network. The potential savings come from more efficient traffic engineering and bandwidth savings as well as potentially better rates from the provider.

The contact center is a natural place to test out SIP trunks because it may be easier to centralize a subset of your communications infrastructure--i.e., your ACD/contact center infrastructure--than it is to try and move the whole system over, at a time when you're likely still sweating legacy PBX assets across many sites. Also, since most contact centers are inherently B2C in nature, this represents a large chunk of your enterprise's traffic going to and from the public network.

Our webinar featured Art Schoeller, a principal analyst at Forrester Research, who offered the following recommendations for companies considering SIP Trunks for their contact centers:

* Be an "early pragmatist"--do a Proof Of Concept now
* Benefits exist for not only networked contact centers, but single site as well
* The proof of concept project should be real enough to prove in the economics
* Carefully assess contact center applications, IVR/Speech, Predictive dialing, DTMF signaling for takeback and transfer
* Plan extra time since trials are taking longer than planned
* Your incumbent carrier MAY not be as responsive as you like
* Deployment partner must have experience with carrier, SBC, and the rest of the ACD/session manager environment

Art also presented a chart with some Forrester data on SIP Trunking deployment that I found really interesting:

I think this is the first data I've seen that quantifies how much SIP Trunking is replacing PRIs, and as you can see from the bottom bar, there appears to be significant progress already, with 37% of respondents saying they've implemented SIP Trunks as a PRI replacement.

But it's going to be very much a staged transition. The next tier--those who are interested but haven't implemented--gets the market over the 50% mark when they do finally replace their PRIs with SIP Trunks. Then, presumably, the 19% who are interested but don't have plans will, over this time period, start developing their plans.

The last to go will be the 20% who are "not interested" today. Presumably at some point, as happens with all carrier WAN technologies, in a few years the service providers will start phasing out their TDM infrastructures for access, and PRI customers will then be pushed over onto the IP technology, ready or not.

The session also featured caveats about doing contact centers with SIP Trunking. I thought one of the most important was Art Schoeller's suggestion that enterprise managers have to be aware what sort of caller information/data is being passed in-band with PRIs today, and make sure that this information is being captured and transmitted in the IP format.

Our other speaker on the Webinar was Kris Hopkins, VP of Strategic Product Management at Acme Packet, who ran through some numbers that suggest the payback period for consolidating your ACD/contact center infrastructure could be as short as three months. Kris also emphasized the potential savings to be garnered from consolidating your call recording infrastructure, which can cut down on your need for servers by 50% in this area, he said.

You can register and see a replay of the webinar by going here.



COMMENTS



Who's Who at Enterprise Connect

NEC

Featured This Week:
Sponsored By

April 24, 2014
Small centers are both excited and nervous about the new wave of innovation converging on them as major disruptive forces - cloud, mobile, big data and social - rock the contact center world. They rea...
April 9, 2014
Recent advances in cloud technology have given rise to wide variety of new tools designed to support contact center performance, staffing and reporting. Join us for a live webinar focused on helping c...
March 26, 2014
As more organizations are focused on maximizing customer experience as a key differentiator to stay ahead of the competition and customer expectations, the focus needs to be on interactions across mul...

Sign up to the No Jitter email newsletters

  • Catch up with the blogs, features and columns from No Jitter, the online community for the IP communications industry. Each Thursday, we'll send you a synopsis of the high-impact articles, podcasts and other material posted to No Jitter that week, with links for quick access.

  • A quick hit of original analysis by the experts who bring you Enterprise Connect, the leading event in Enterprise Communications & Collaboration. Each Wednesday, this enewsletter delivers to your email box a thought-provoking, objective take on the latest news and trends in the industry.

Your email address is required for membership. For details about the user information, please read the UBM Privacy Statement

As an added benefit, would you like to receive relevant 3rd party offers about new products/services and discounted offers via email? Yes

* = Required Field

No longer instrested? Unsubscribe here.