Author: Franz Malten Buemann

Hello r/customerexperience community! We are hosting our monthly CX Ops meeting this Thursday. We’d love to have you join us. This month we’re discussing a hot topic in 2023: A Forrester study recently found that 1 in 5 CX programs will be nixed in 2023, demand intrinsic proof, or ROI on CX – some saying CX teams might disappear that can’t show numbers. We will evaluate how to understand where you are with your current strengths: ROC quadrants. This is a view on tools you can use within your organization, understanding where you are with your data and experiences, and how to build off of them. We will discuss where you can go next. We hope to see you there! https://www.eventbrite.com/e/cx-roc-quadrants-where-can-you-next-win-with-cx-ops-tickets-510237804007 submitted by /u/jncreative [link] [comments]

SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t.  Fair enough! Acronyms abound in the call center universe. It can be very tricky to navigate the intricacies of call center management and technology, and often, the language used just makes things more confusing. 
When it comes to VoIP and SIP, the terms are often used interchangeably, but they are different, and knowing these differences can add strength to your call center processes. We’re here to help! Let us explain the ins and outs of VoIP, SIP, and SIP trunking, and demonstrate how they can complement each other in your contact center environment.
Athough we introduced this topic with the hundred dollar question (what’s the difference between SIP and VoIP?), a better question is:

How do SIP and VoIP work together, and how can my contact center benefit? 

VoIP, SIP, and SIP Trunking 
Let’s start with some definitions.  
What is VoIP?
VoIP is an acronym for voice over internet protocol and, in some ways, that says it all. A VoIP call is an internet-powered voice call, and a popular alternative to the good old-fashioned landline phone call. 
What is SIP?
SIP, or session initiation protocol, is different but closely related to most VoIP applications. SIP is a network signalling protocol for setting up, maintaining, or ending communications sessions, which can include (but is not limited to) VoIP calls. SIP also facilitates other types of communications over the Internet, including multimedia messages like video calls, texts, and photo sharing.  
What about SIP trunking?
And where does the term “trunking” come in? In the before-Internet days, a trunk referred to a telephone line that served multiple customers, instead of one telephone line for one customer. Similarly, SIP trunking allows for shared access to a telecommunications network by multiple users. It’s common to think of a SIP trunk as a bundle of phone lines, but in fact, it’s really a single (virtual) connection with the capacity to host many simultaneous calls.  
 

What are the Differences? 
When considering VoIP and SIP trunking technology, there are a few key differences that illustrate how they work, and more importantly, how they work together: 
As we’ve mentioned, VoIP services offer only one type of communication: voice calls over the internet. SIP, on the other hand, is more versatile and can handle multiple types of sessions, including VoIP or voice calls, video calls, text messages, and more 
The vast majority of providers offer SIP to enable peer-to-peer VoIP calls and PSTN interconnection. SIP is the most popular protocol in the VoIP suite used by carriers today. Its ubiquity offers many advantages to its users, including easier implementation and reliable compatibility with many systems. 

FACT:
Flexibility and convenience for your customer should be top priority to help boost your customer satisfaction scores. Fonolo Voice Call-Backs empower your customers by giving them the option to “press 1” for a call-back. Fonolo will then wait in queue for the customer and they will receive a call-back once it’s their turn.  

What are the Benefits of using VoIP and SIP Trunking Together? 
SIP and VoIP work great together and there are a number of reasons why they’re such a popular combination in the modern contact center.  

Both systems provide cost savings to contact centers over traditional PSTN systems. 
Customers can choose voice, video, or other channels with a SIP-enabled call center. 
SIP-enabled VoIP calls scale with your business easily to accommodate growth. 
You can reduce or eliminate hardware costs with the ability to deploy either system in a software-based environment. 
They easily integrate with your other systems and vendors.
The post SIP Trunking vs VoIP: What’s the Difference? first appeared on Fonolo.

If the thing of the moment is the answer to every single question, you might be in a bubble. If, regardless of the problem, the answer is crypto, homeopathy, or the internet, or perhaps GPT, essential oils or decarbonization, it’s possible we’re taking an easy way out. A new technology or approach could be the answer to a bunch of questions, but not all of them.

The bubble might be just us, ignoring everything outside our comfort zone or incentive range.

Or it could be widespread, the culture carried away with the one thing that changes everything.

Everything is going to change, it always does, but nuance matters. Nuance requires patience, insight and awareness of the details. Sometimes it’s easier to just be in a bubble.