Contact Center Sip Transformations

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Using SIP for contact centers can also improve performance and network efficiency as SIP was designed to not simply emulate TDM voice applications but to enhance their capabilities. SIP supports delivery of customer data (such as caller account numbers) without requiring a separate technology function. For example, past Computer Telephony Interface (CTI) applications used middleware and translation routes to identify the call destination and match the computer endpoint associated with the answering agent, resulting in higher deployment, support, network costs, and an inconsistent customer experience. SIP has the inherent ability to include attached customer data as an element in the packets delivering the voice without cumbersome additional applications. This allows multimedia touch-points to perform naturally and efficiently. Some of the benefits of integrating SIP in the contact center are the following:

• Enhanced customer experience
• Enriched support of the access channel (e.g. Email, web chat, social media, mobility, SMS, etc.)
• Supported Channel Enablement of the customer’s choice
• Value-added customer interaction
• Reduced cost per transaction

RealTek Consulting and Professional Services provides all-inclusive approach to SIP Transformation, including a full life cycle approach from readiness to Turn Over to Production service support. In order to be as adaptable as possible to unique customer needs, we build custom-tailored SIP transformation programs based on the following activities:

• SIP Readiness Assessment
• SIP Strategy and Architecture
• SIP Design and Engineering
• SIP Testing and Piloting
• SIP Transformation Planning
• SIP Transformation and Governance
• SIP Service Management

SIP Readiness Assessment

The first and most urgent need for a SIP transformation is to perform a readiness assessment. Such an assessment helps identify the aspects of the environment that will be impacted by moving to SIP and identifies the potential risks of SIP adoption. Equipment vendors for infrastructure elements such as routers and SBCs may provide basic or enhanced services and aligning their product refresh cycles with SIP readiness is critical. RealTek’s Professional Services Specialists and Consulting has experience with a broad array of platforms, including SBCs, PBXs, Contact Centers and UC solutions that will be impacted by the deployment of a SIP-based architecture.

SIP Strategy and Architecture

Although they provide similar functions (transporting voice), the underlying transport and protocols between TDM/ISDN trunks and SIP trunks are completely different. As such, the architecture of the environment migrating to SIP can change dramatically. This is particularly the case if a company is moving from distributed voice trunk services to centralized call delivery.  RealTek’s Architects designs and assist customers with an architectural framework for integration of SIP in phases within the current TDM/ISDN environment and a strategy for deploying SIP within the enterprise.

SIP Design and Engineering

RealTek Systems Engineers provides design and engineering expertise to address the detailed configuration and integration aspects of a SIP architecture. This service focuses on the development of the equipment configurations, test plans and integration plans required to integrate the elements into a SIP environment. Target SIP infrastructure elements include IP addressing, routers, SBCs, PBXs, Contact Centers and UC platforms. System Engineers provide detailed configuration and integration parameters for each element impacted by SIP integration.

SIP Testing and Piloting

RealTek’s Solution Engineers can assist customers with the definition and deployment of lab environments for proof of concept testing as well as pilot deployments to validate integration and educate IT staff. These environments are developed to test SIP trunking functionality and integration into the PBX, Contact Center and UC solutions. RealTek’s Solution Engineers can help develop bills of materials, lab and pilot design and assist customers in the validation and execution of the testing and production environments. Load testing of the new architecture is strongly recommended prior to shifting production voice traffic to identify any issues that may affect the call quality or delivery of calls during peak times.

SIP Transformation Planning

RealTek’s Program Management Teams can develop an overall governance plan and integration schedule that can be utilized to ensure seamless transformation to SIP. Integration planning includes development of the overall deployment schedule and identification of necessary resources and tasks, and takes into account input from the teams involved in program governance.

SIP Transformation and Governance

RealTek’s experience professionals assist customers with either project-based work scope or “Trusted Advisor” augmentation of existing IT teams in technical or governance capacities. Staff augmentation consists of subject matter experts delivering defined tasks around a SIP migration including project management, design and engineering, and integration activities. The governance model incorporates the development of project based teams that own and manage the transformation to SIP. The governance plan will incorporate engineering, operations, communications, procurement, field engineering and internal project management teams under one umbrella responsible for deployment of SIP services.

SIP Service Management

RealTek’s Operational Consultants support in the development of a SIP Service Management Strategy that can start in the SIP Readiness Assessment phase and steward the introduction of this new service into Day 2 management. RealTek’s Operational Consultants implement SIP Service Management approach focuses on current operations architecture (People, Process and Tools) against the SIP service Target State to define a risk minimized and organizationally acceptable transition and turn over to production procedures. This capability, tied to our expertise in developing solutions in the core SIP service infrastructure, helps address critical readiness issues as well as the eventual development of a robust SIP support model.