VoIP in the Contact Center

In today’s highly competitive environment, to attract and retain customers enterprises and contact centers must evolve in how they engage with them. With the advent of the internet and mobile networks, the available channels to interact with customers have dramatically expanded as customers move beyond traditional PSTN telephone calls (TDM) to high-quality voice, video, SMS, and other rich-media communications supported by IP networks.

Contact centers are constantly looking for ways to lower telecom expenses while maintaining the highest quality connections. But balancing the deployment and integration of new technologies without impacting daily business processes and the bottom line can be challenging.

Cloud-based SIP trunking services are the answer. IntelePeer has been a leader in  delivering SIP trunking services since 2003, and offers solutions to contact centers transitioning from TDM to SIP-based communications for hundreds of enterprises and service providers in the US and abroad. Cloud communications provide multi-modal communication capabilities and the flexibility to rapidly adjust to changes in demand. Additionally, by leveraging SIP trunking, contact centers can reduce telecom costs from 30%-50% while providing flexible IP communications to multiple devices.

Other key factors when transitioning to IP-based communications are quality of service, on-demand capacity,  and disaster recovery. IntelePeer assures call delivery with our automated network to ensure redundancy, availability, and toll-free diversity. IntelePeer ensures carrier-grade quality through real-time QoS management/ network optimization to scale and dynamically accommodate complex traffic patters and loads. IntelePeer has extensive peering relationships with over 60 service providers to ensure maximum diversity for disaster recovery and resiliency so your communications services will always be available.