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Contact Center SIP Trunks Part 2 — Reducing Costs and Improving Call Control for Outsourced Contact Centers – Future Directions

In my  first blog I described how Cisco IT is interconnecting our outsourced Contact Centers using SIP trunks, replacing the more costly (and less effective) PSTN trunks.  In our first round of SIP trunk deployments we expect to save almost 25% of our current contact center calling costs (or $2M per year).  But there were other, less tangible benefits as well.
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Contact Center SIP Trunks Part 1 — Reducing Costs and Improving Call Control for Outsourced Contact Centers Today

Cisco has partnered with several outsourced vendors over the years for initial handling of many front-line calls and general information inquiries.  Connecting these vendor environments into a single Cisco customer contact environment is critical for good customer care, but costly and not always easy.  However, early this year we made a change:  we’re using SIP trunking and Cisco Unified Border Element to bring us much closer together, and save money into the bargain.

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