Summary
Easing and improving customer communication across a variety of channels should be on any organization's list of IT priorities. Customer support organizations that plan to support real-time multimodal customer communications are evaluating new channels like video and text messaging. Upgrading computer telephony integration (CTI) applications with session initiation protocol (SIP)-enabled solutions gives you more flexibility in serving the current and future needs of your customers. SIP-enabled solutions deliver several new contact center capabilities, including integrating IM and presence, accessing external experts and home agents, and supporting advanced conferencing. IT managers should evaluate how SIP-based solutions go beyond legacy CTI solutions in improving their operations and consider its strategic value in managing customers.
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