In the past, businesses mostly relied on Time-Division Multiplexing (TDM) trunking to transmit voice calls through copper wires. These days, more and more businesses are realizing the benefits of Session Initiation Protocol or SIP trunking instead. According to a survey by Frost and Sullivan, SIP trunking is expected to grow by more than 27 percent annually through 2016, largely because it provides exceptional service for data call centers. If you operate a call center, here are a few reasons why switching to SIP trunking makes perfect sense.
One of the reasons why SIP trunking is preferred over Time-Division Multiplexing is the fact that TDM infrastructures are aging, which can affect the quality of calls. To avoid problems, many lines are automatically being switched whenever it’s time to replace them. Upgrading to SIP trunking takes very little time and does not require expensive hardware upgrades. As such, call centers can take advantage of the new infrastructure almost immediately.
SIP hardware tends to be more reliable than TDM hardware, and also has a longer life expectancy. When you switch to SIP trunking, you won’t have to replace your hardware nearly as often. You can also benefit because less maintenance is required in order to keep your phone service up and running.
SIP trunking is less expensive since it can transfer voice, video and data signals nearly effortlessly. With Session Initiation Protocol, all forms of communication are treated as computer software and are converted over the World Wide Web using VoIP technology. This means that more than one provider isn’t needed, thereby saving call centers money.
The fact that SIP is capable of transferring multiple forms of data is an important feature for call centers since agents may regularly combine a voice call with screen pops or video. Even so, it can also transmit voice calls to devices that do not support video, making it very useful for communicating with numerous types of equipment.
Many call centers rely on home-based agents to help them manage their volume and to keep costs low. SIP trunking makes it easier to connect multiple locations together so that they perform as a single system. SIP trunks connect a call center’s Private Branch Exchange (PBX) to the public network by using the Internet, which is far more effective at connecting multiple locations than traditional analog service.
Data call centers that utilize SIP trunking have more flexibility since there are multiple providers to choose from. That’s not the case with Time-Division Multiplexing, as there is typically only one provider of TDM service at a given location. There is also the option to convert TDM calls to SIP to take advantage of its features, and then transfer them back to TDM.
As SIP continues to improve, it is likely that TDM trunking will eventually become a thing of the past. You don’t have to wait for that to happen to enjoy all the benefits of SIP right now. Give us a call at 314-492-2506 or click WheelHouse Solutions to find out if now is the right time for you to switch.
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