Voiceover Internet Protocol, or better known as VoIP phone systems, has been a revolutionary introduction to contact centers in ensuring the prevalence of efficiency within the frontline of operations. VoIP companies have, in recent times, grown at a consistent rate of 15.7%, and are seen to continue increasing in years to come. The success of this technological advancement can be attributed to its ability to conveniently connect agents to customers via different media channels (i.e. videos and pictures). And this prime feature of VoIP phone systems is made possible with SIP or session initiation protocol.
Customer engagement is always top priority for sales agents, and this is where SIP shines the most. Developed with a text-based feature to transcribe messages, this VoIP function has made it possible for both agents and clients to run through exchanges coursed through each session. As SIP sessions can accommodate two or more participants, this same text-based feature also makes it easier for both developers and network managers to locate and correct errors in the conversation. If you haven’t encountered an SIP session, it pretty much is a mirror image of a typical HTTP protocol. And just like in HTTP, the appearance of a typical SIP scripts consists of a series of one-liners that include a header and a body. For a more detailed look, listed below are the contents of an SIP transcription:
- Protocol information
- Session information
- Participant information
- Bandwidth information
- Encryption information
- Time description
- Media description
- Media bandwidth information
- Media encryption key
Whether it’s through their computers or their mobile phones, clients have been able to efficiently communicate with agents through SIP. Since its appearance, it has been intrinsic in the success of the Internet Telephony as a prime tool for contact centers in providing excellent customer service. This VoIP function has also been instrumental in helping companies becoming cost-efficient in the communication aspect of operations. SIP has made it possible to have free audio or video calls wherever you may be in the world.
SIP Understanding The Session Initiation Protocol
At present, a recorded 80% of companies with a big employee count have sworn by the importance of SIP in their day-to-day operations. The effectiveness of this protocol in cutting down costs by nearly 70% has helped large companies in their decision to implement it into their pipelines. It has also been forecasted by American IT research company Gartner that 50% of U.S. based exchange lines will be SIP-based. So if these numbers have convinced you to get on the SIP bandwagon, take a closer look as to what this VoIP can offer you:
- What is Session Initiation Protocol
SIP does more than just connect agents to their clients. The protocol also allows users to manage and regulate each call that enters their system. This additional function entails certain specifications like: user location and registration, user availability, user capabilities, session setup, and session management. The ‘user location and registration’ feature allows whatever gadget (i.e. mobile phones or computers) to provide location alerts to SIP proxies; and through this, SIP selects a certain call’s participants. Under the ‘user availability’ feature, SIP is subjected to its user’s discretion whether a call is to be answered or not. In the ‘user capabilities’ feature, participants in a call are made to agree upon a certain voice codec that all their gadgets can mutually support. While the ‘session setup’ feature equips SIP with the ability to provide participants the option to customize certain attributes of their conversation (i.e. call notification). Lastly, the ‘session management’ feature allows SIP to have its users manipulate the flow of the conversation by either transferring calls, terminating calls, or altering call parameters during the conversation (i.e. adding a third-party into the existing call).
- How Session Initiation Protocol works
In order to fully optimize your SIP, you will have to go through a couple of no-fuss steps. First, you are given a SIP address or account via online registration from providers (i.e. GetOnSip, IPTel, or Ekiga) which you can get for free. Your SIP address will be your contact’s point of reference as to how or where they can reach you. Some providers generate phone numbers as your address instead of the alphanumeric combinations like how email addresses are structured. Next would be to source for an SIP client, a virtual telephone program that provides you an avenue for communicating with fellow SIP users, which can easily be downloadable from developers (i.e. 3CXPhone, Voxofon, or Bria). Most of the SIP clients available are currently exclusive to Android users; and not all are downloadable for free. Once you have equipped yourself with an SIP client, all you have to do is to weight for the Setup wizard to work its magic, and you’re all set.
FREE WHITE PAPER: Moving the CX Needle: Ways to Measure Success in Customer Experience
How do you measure customer experience?
Latest posts by Patrick Hogan (see all)
- The Impact of AI Over The Next Half Decade - September 11, 2017
- What is a Call Center Dialer? - August 1, 2017
- How to Find the Best IT Support Solutions: Remote or Onsite? - August 1, 2017