What Every UC Call Center Should Know About Session Border Controllers

June 24th, 2010. – By: Samantha Kane

Call centers need to think about Session Border Controllers (SBCs). SBCs view all the end points, transactions and applications as individual unique sessions, making it easier to identify measure and track multiple UC touch points found in most call centers today.

The Call Center/Contact Center has been evolving since the first center in 1976 at Continental Airlines. Many things have changed over that 34-year period to where we are today with the migration to Voice over IP (VoIP). VoIP delivers significantly lower recurring costs and is a key enabler of contact center virtualization, allowing agents to work anywhere they have IP network access, including at home and while mobile. New Unified Communications capabilities help contact centers evolve, taking advantage of presence-enabled audio and videoconferencing, chat/instant messaging (IM), multimedia collaboration and communications-enabled business applications. Many contact centers are adding these services as integrated suites of UC applications.

For more on this white paper written for Acme Packet and posted on the UC Strategies web site see http://www.ucstrategies.com/unified-communications-expert-views/what-every-uc-call-center-should-know-about-session-border-controllers.aspx

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Comments

Well written and thought out article on Session Border Controllers in the UC Call Center. The healthcare application was a great one to demonstrate. Very interesting. Barb Grothe

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