Call Center Redesign using SIP

Replace the call center switch via VoIP
Interactive Voice Response (IVR) - using a media server (for pre-recorded clips) and SIP signaling
Automatic Call Distribution (ACD) - replace with scripts using Call Processing Language (CPL)
Agent Workstation - a PC with a SIP client
The agent has access via Web and various databases to information, which can be indexed by the agent using information from the SIP request.

Transcript

[slide431] A very popular thing is IP call centers. How would you redesign it based upon VoIP? And, the big advantage now, since we have everything in digital form, when the call comes in, we can automatically bring up, yes, the customer account information and so forth for the customer, because we already have the identity of the customer, and if we use the identity labels, we can even have a strong proof that that's the identity of the customer, when you call your bank or physician or whatever.