The changing nature of contact centers from simple voice-centric call centers to multichannel contact centers and the merger of voice and data on supporting networks are making their operation much more complex and costly to manage. The transition from time division multiplexing (TDM) to end-to-end IP networks, coupled with the growing requirement for enhanced security and regulatory compliance in the customer service marketplace are major causes of the added intricacy involved in running a contact center.

As SIP trunking becomes more common and the number of carriers offering these services grows, the session border controller (SBC) has the potential to address the many new and developing issues by simplifying networks, adding more intelligence to operations and introducing a level of economic and operational balance to the new networking equation. Therefore, more contact center operators are seeking SBC-based solutions from a growing number of developers, including Acme Packet, Audiocodes, Cisco, Edgewater, Siemens Enterprise, Sipera and others. In a mutually beneficial relationship, SBC developers are solving the growing problems of contact center complexity and security, as contact centers become a new product growth opportunity for SBC vendors.

As customer care becomes a corporate differentiator, enterprises must take action to ensure their contact centers are reliable and secure, networks interoperate with wide-area IP/SIP networks and users experience efficient and economical operations. To do so contact center operators should include enterprise-based SBCs in the planning and implementation process for large, geographically dispersed, multichannel contact centers to optimize their customer service offerings. This will enhance security measures by safeguarding enterprise customer confidentiality and privacy, improving interoperability by mitigating multi-vendor/multi-protocol interoperability issues, and ensuring better reliability by enforcing service quality and enabling high levels of service availability.

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