Putting applications and data in the cloud and running corporate video is likely to require a switch to next-generation IP and Ethernet
Service providers have become good at monitoring and managing how applications behave in the network to offer optimized solutions
Traditional legacy data networks (e.g., Frame Relay, TDM/leased line and ATM) might not be ideal workhorses for the next-generation corporate network, where more applications and data reside in the cloud, and where video communications need new jitter and latency parameters in order to work.
VoIP and SIP trunking adoption are driving the need for SBCs in the modern contact center
Assessing the value of an SBC and selecting the appropriate SBC for your center is crucial
The transition from time division multiplexing (TDM) to end-to-end IP networks, coupled with the growing requirement for enhanced security and regulatory compliance in the customer service environment are major causes of the added intricacy involved in running a contact center today. As the use of SIP trunking becomes more common and the number of carriers offering these services grows, the session border controller (SBC), long an important element of service provider networks, brings to the enterprise the potential to address the many new and developing issues of the contact center. SBCs can simplify networks, add more intelligence to operations and introduce economic and operational balance to the new networking equation. As customer care continues to become an important competitive differentiator, enterprises must take action to ensure their contact centers are reliable and secure, that networks interoperate with wide-area IP/SIP networks and users experience efficient and economical operations.