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Overview of Contact Center Solutions


Sonus' Contact Center Solution provides enterprises and service providers the technology infrastructure they need to eliminate security and performance concerns while consolidating costs, increasing network capacity and flexibility, enabling unified communication services and improving both customer satisfaction and the company’s bottom line.

Network Consolidation with SIP

Session Initiation Protocol(SIP) enables real-time communications over Internet Protocol (IP). This includes voice, video, instant message, multi-media conferencing, user presence information and data sharing applications. Deploying SIP trunks is a logical step toward consolidating your network into a single IP based network. SIP enables this by consolidating PRIs/TDM lines over SIP, Centralizing the ACD/IVR equipment and Centralizing recording.

Securing Remote Agents

Employing remote agents is increasingly beneficial to contact centers. Remote agents provide a means for contact centers to ramp up/down as needed to meet short-term capacity demand spikes, allow for a refocusing of finances from costly on-site equipment and real estate to more important budgetary factors, as well as improving job satisfaction, employ retention rate and reducing new employee training and equipment costs for the contact center. Sonus allows contact centers to confidently deploy remote agents by providing the means to secure these agents. This is done through Network Topology Hiding, NAT Transversal, Encryption and Denial of Service (DoS) Attack Protection.

Transitioning from Legacy Networks

As contact centers look to reduce costs and improve customer service experiences one option continues to stand out - transitioning from their current TDM-based telephony architecture to a SIP-based network. By providing multi-vendor equipment support and the interworking needed to reliably and effectively communicate with legacy communication solutions, Sonus helps contact centers make the transition from TDM to SIP at a pace that is comfortable for them, whether it be all at once or in a phased approach.

Enabling Video Integration

Video is an increasingly important tool for Contact Centers. Video allows customers to communicate face-to-face with agents enabling greater integration and in-turn raising consumer satisfaction and differentiating the contact center from their competition. Sonus’ Contact Center Solution provides interworking, encryption, network security, policy control, and high availability as video features.

Enabling WebRTC

WebRTC allows contact centers to improve customer service experience and increase agent productivity in a cost effective and secure manner. WebRTC enables contact centers to take part in a whole suite of real-time communication offerings such as instant messaging, voice and video conferencing and data sharing in a high quality manner. Sonus’ WebRTC Services Solution helps to ensure contact centers gain every benefit from WebRTC by enabling browser-to-browser communication between WebRTC users as well as browser-to-Session Initiation Protocol (SIP) connections allowing for voice calls to seamlessly occur between a WebRTC enabled browser and a more traditional analog/Internet Protocol (IP)-based phone. Sonus’ WebRTC Services Solutions provides contact centers with the Ability to create customized applications, Reduced costs, Improved customer service experience, Video services and Quick and easy connectivity.

Figure 1: Overview of Contact Center Solutions

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