Improve Customer Experience through SIP Trunk

Switching to new technology is not easy for any company. A business has to take software and hardware costs into account and their compatibility with the current systems as well. In addition, most companies end up training their employees on the latest system.

Luckily, switching from PSTN to VoIP is nearly seamless for companies. As a result, progressing to VoIP saves money rather than costing more. VoIP is built on internet protocols, so the phones easily connect to any other company tool like voicemail, CRM, and emails with ease. An additional benefit includes no need for changing the workflows for users. Hence, the company does not have to spend a high level of effort and time on training its employees.

What is a SIP Trunk?

The Session Initiation Protocol (SIP) is a protocol, which is used to originate, support, and complete phone calls over VoIP. As a whole, SIP allows and aids a VoIP call to happen. Whereas, SIP trunk is the notion of receiving the calls of an established level of phones on one infrastructure. Furthermore, the calls are carried to the respective destination. Here, it is noteworthy that ‘trunk’ depicts the process of how the telephone lines connect at one point and track an extensive channel, hence known as the trunk.

As a whole, SIP trunk is a signaling protocol that assists a company to run its business telephone service through the internet network. Although, there are many similarities between VoIP and SIP. However, the major difference falls in their application. To begin with, SIP functions as an application cover with VoIP to set up, transmute, and dismiss internet protocol-based calls. When a call is placed through SIP and other protocols are utilized to handle the audio and data transfer between the two phone systems.

SIP Trunk – Inner Workings

A Public Branch Exchange (PBX) is a business telephonic system that switches a vast number of calls between various users on the same connection. On the other hand, the SIP trunk is considered to be a simulated form of an analog phone line. Through the usage of SIP trunks, the respective provider can link one or more channels to the company’s PBX. As a result, it allows the company to place long-distance, local, and international calls through the internet. If a company has on-premises PBX in the workplace, then a provider can easily connect to employees and let them place outgoing calls on the existence of the company. Hence, it places no restriction or limit on the number of simultaneous calls.

The Right SIP Trunk Provider

The switch to a SIP trunk provider is not difficult. However, the selection of the right SIP trunk provider is important for the organizational projects to run smoothly. Companies do not want to get trapped with a provider that does not meet and fulfill their requirements. On the bright side, organizations do not prefer a service that exceeds their budget in any way.

Furthermore, the customers rely on the company for reliable service. As a consequence, the company relies on phones to stay connected with its customers. Hence, it is vital to have a reliable SIP trunk provider. However, there are hundreds of providers in the market right now, Xinix has proven itself as a reliable, high-quality, and affordable SIP Trunk provider in the UK.

Primary Rate Interface

Primary rate interface (PRI) is a legacy technology utilized to link businesses with the telephony network through a material telephonic line. Such telephone lines carry various data and voice connections for softphones, mobile phones, and clients. PRI and SIP differ in many ways but the main difference includes the fact that SIP is based on an internet communications protocol. Whereas, PRI is based on physical phone lines and is voice technology. SIP trunks do not need the installation and servicing of hardware, so it is easy to set up, scale, and configure the SIP trunk compared to the PRI systems. Based on such effectiveness, SIP trunk is far better and inexpensive than utilizing PRI for business telephony.

Improvement of Customer Experience

Improvement Customer Experience

SIP trunks work as a wonderful alternation to cloud-based VoIP services for companies. In addition, another reason behind the growing popularity of SIP trunk is the sudden realization that it renders businesses more autonomy over their communication system. Furthermore, the growth of both VoIP and SIP is expected to resume for some time as some companies are still in the up-gradation process.

Some businesses choose the SIP after their experience with the hosted VoIP. As a result, they find the SIP trunks to be better suited for the business needs rather than the hosted VoIP. Most business usually aims to enhance efficiency in a certain department but SIP trunk assists an organization overall. It is further helpful in enhancing the overall customer experience as customer contact works both ways. The sales team frequently calls the potential customers to market the new services and products. Additionally, the team reaches out to the present customer base to determine if any other product is needed. In most cases, repeated calls are compulsory before the conclusion of a sale. This is why CRM software is used to keep track and fulfil the sale goals.

SIP trunks follow the standard protocols, so they are interoperable with various cloud services. Hence, companies can integrate the telephony system with the CRM platform, website, and financial reporting system. In addition, the sales team can call customers straight from the software used daily rather than picking up the phone. Once the system is set up, it directly logs details, such as timestamps and call duration. Any business and its employees do not have to physically add entries, so it decreases the chances of some essential detail getting lost or omitted.

Unified Communications & WebRTC

Unified Communications & WebRTC

Modern communications do not have to be complex. The SIP trunks make it possible to combine voice communications, video conferencing, instant messaging, and email. Likewise, WebRTC is an open-source and free project offering mobile apps and web browsers with real-time communication through simple application programming interfaces. With WebRTC, companies can add the abilities of real-time communication to the web apps and applications that work on top of an open standard. In addition, it maintains voice, video, and general data to be directed amongst peers. Hence, it allows the developers to make powerful video and voice communication solutions. As a technology, it is available on every modern web browser and local clients for every major platform. A library is accessible that renders the same functionality to the local clients, such as iOS, Android, and other web apps.

SIP Trunk Trends

Digital communications are constantly transforming at an accelerated scale over the past year. It occurred mainly due to the pandemic, which forced most businesses to enable remote working at an unprecedented scale. As a result, in-person interaction stopped and implementation of cloud communication solutions like Microsoft Teams, Zoom, and other Cloud Contact Center and Unified Communications solutions. In addition, such solutions generate a high level of digital communication volume, involving the SIP trunk. However, several emerging and latest trends are expected to drive the additional evolution and maturity of services related to SIP trunks.

Speech-driven chatbots are amongst one of the most major trends. Recent research showed that 8.2 billion devices with an added voice assistant will be dispatched by 2024. For instance, speech synthesis and recognition are maturing at a rapid scale. In addition, text-to-speech in different languages is progressing fast. Such technology is integrated with ease through API from Amazon or Google. As a result, these types of technology offer a lot more flexibility at a low cost.

This trend will further render the benefit of operational efficiency that is probable for the repetitive voice call. Hence, it is a game-changer for companies, especially in trades with a huge volume of customer interaction. Moreover, bots handle a high number of calls simultaneously before channelling inquests to expert operators. It also has the capability of scaling up or down at a rapid pace. As a result, voice-driven chatbots will have a greater level of adoption. Furthermore, speech-driven chatbots assist in an exceptional level of customer experience. Such technology creates a personalized experience for the customers. Most customers want a fast and seamless solution to their issues. Chatbots only decrease customers’ wait time and it help them swiftly fulfil their needs. Therefore, companies can achieve a high level of customer experience by offering 24/7 customer support through chatbots. Overall, it is a cost-effective and potent way to offer general support in more than one way. This trend of SIP trunk is most likely to impact businesses and their customers’ experience in various ways.

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