The latest IP based contact centers are taking reliability and availability to a whole new level, helping businesses to more seamlessly link your entire distributed workforce – including agents, branch office employees and knowledge experts in any location – in order to serve customers with greater speed, accuracy and efficiency. Businesses are leveraging the power of IP standards to flatten application logic, eliminate redundancy in their contact center infrastructure, all the while ensuring every agent and expert has full access to the required features, functionality, and information to better server customer needs.  

The latest agent tools such as desktops with integrated SIP, presence, and agent instant messaging are helping contact centers improve response times and first contact resolution.  The latest agent desktops such as IP Agent are allowing agents to leverage SIP presence and instant messaging to know the status of and connect with enterprise subject matter experts and other agents, allowing them to better leverage knowledge workers across their business and improve one contact resolution, quality of service, and responsiveness.