January 21, 2014

Enterprise Session Border Controllers in the Contact Center

Contact centers are expanding the use of real-time Internet Protocol (IP) communications to meet evolving customer preferences and changing business requirements-- and enterprise session border controllers (E-SBCs) help contact centers accelerate this adoption by removing common security, interoperability, and reliability barriers.

Using real-time IP communications, contact centers can engage customers in multiple modes (voice, video, and chat) across a range of conventional and web-based channels (including social media, forums, blogs, and wikis). This white paper examines contact center business and technology trends and offers a blueprint for integrating E-SBCs into the new IP-enabled virtual contact center infrastructure.

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