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Q:

Why do I need SIP in my Contact Center?
A:
We’ve all encountered the frustration of waiting in queue for an agent and explaining a detailed problem – only to have that agent transfer us to someone else who asks the same questions all over again. How can you make sure your customers don’t have this experience when they call your company? Using Avaya IP Agent and integrated Session Initiation Protocol (SIP) capabilities, every agent in the Contact Center knows which experts are available. If an agent doesn’t have all the answers, immediate help is only a few keystrokes away. The agent finds an available expert, sends an Instant Message, and answers the remaining questions. The call ends with a satisfied customer.
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EXTENDED ANSWER:
Why do I need SIP in my Contact Center?
 
When you add Avaya IP Agent with integrated Instant Messaging to your Contact Center, your agents have the tools they need to answer the tough calls. They’re able to instantly see who is available to help – whether that expert is another agent within the Contact Center, a supervisor or manager, or an expert outside the Contact Center.

Now agents are able to immediately provide answers to hard questions from customers. And, it’s a valuable learning experience for the agent. The agent gains knowledge and insight into how to answer the hard questions – knowledge that would not have been attainable by merely transferring the call to someone else. Next time the agent will be able to answer these questions!

From a customer perspective, the end result of integrating SIP and presence into the Contact Center is a higher number of customers receiving first-call resolution. Increasingly, studies show that first call resolution is an important measure of customer satisfaction. Not only does it create a happier customer experience – it reduces the load to your Contact Center. The number of call transfers is reduced , which saves the time it previously took for callers to re-explain their need to a new agent when transferred. You’ll see a decrease in overall talk time, enabling you to make better use of valuable agent time. Agents will have more time available to answer other customers faster or to provide other value-added services. For example, agents can proactive contact customers to let your them know about new products or services.

Read more about SIP and how it can help in your contact center. Click the red Contact Center bar at the top of this page and then the “SIP Contact Center Impacts” key topic on the left.
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