As another example, Genesys Telecommunications Laboratories, Inc., recently integrated its SIP-based Genesys 7 portfolio of contact center management applications with the Siemens HiPath 8000 IP system. The two companies are now working with customers to combine the two SIP portfolios to provide a new generation of call center management and communication solutions. For example, the combined SIP technologies enable transferring of calls along with customer data, the real-time tracking of each agent's status and the routing of calls to the most appropriate agent – all without a CTI link. The combination brings all of an enterprise's resources to an agent, regardless of location, to provide quality customer care.
Dig Deeper on VoIP Protocols
Related Q&A from Bob Thompson
How many user agents (both clients and server) can participate in a SIP conference? And how many in an H.323 conference? Continue Reading
Will vendors really give up proprietary protocols in support of SIP or at least find a way to coexist? Expert Bob Thompson offers his perspective. Continue Reading
What does it mean to be truly SIP based? Continue Reading