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
What does it mean to be truly SIP based? 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
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