What is SIP?

Session initiation protocol (SIP) is a prime feature of VoIP, a technology that has revolutionised business communications.

18:49 06 July 2017

Voice Internet Protocol (VoIP) is one of the best things that has ever happened to contact centres, improving efficiency within the frontline of operations. The success of this technology is largely attributed to its ability to conveniently connect agents and customers via different media channels, a capability made possible by session initiation protocol (SIP). SIP has been intrinsic in the success of the Internet Telephony as a prime tool for contact centers in providing excellent customer service.

 

Using either mobile phones or computers, clients are empowered by SIP to efficiently communicate with their agents. This is important because customer engagement has and will always be the top priority for sales agents and this is the area where SIP is most useful. Developed with a text-based feature to transcribe messages, this VoIP function has made it possible for both agents and clients to run through exchanges coursed through each session. SIP sessions can be joined by more than two participants and because it boasts text-based feature, it becomes easier for developers and network managers to locate and correct errors in the conversation.