Call centers have been in existence for many years and some people may argue that call centers are dying. Customers don’t just call into enterprises anymore. They text, tweet, email, call, web messages, and instant message. Thus, businesses need to be equipped to handle all sorts of communication and so the contact center was born. There are many ways to build a contact center. It may be separated by medium, so one department deals with emails, another with voice calls. It may also be separated by outbound communication and inbound communication. Inbound is when the customer first contacts the center; outbound are communications initiated by business. Inbound calls may be in regards purchases, troubleshooting, billing issues, etc. Outbound contact may be to alert customers of new information, to follow up on an issues, to ask for their input, etc. Outbound communication is usually phone-based, as other types of communication are seen as less personal. There may be also be agents who can deal with all types of communication or focus specifically on one, like answering instant messages. However, all these representatives must be well-versed in all technology protocol as well as all the information regarding the enterprise.
With SIP, enterprises can simplify communication by routing messages in a particular way to a particular agent and better parsing out customer information. Customers are able tor receive tailored information when their messages are part of a specific protocol. Communications can be separated by topic and media, and routed to appropriate human or non-human agents. Customers benefit as they make a single call and can be routed directly to the appropriate contact, without the traditional wait or forwarding.