Today, we recommend two educational resources, including a TCO benchmark study completed by Nemertes detailing TCO results for leading IP telephony (IPT) and unified communications (UC) suppliers. The second piece, a short tech note authored by Steve Taylor, shows how the network management challenges of SIP-based contact centers can be helped with support from a session border controller.
Nemertes interviewed and surveyed 189 enterprises to gather cost data for seven leading IP Telephony (IPT) and Unified Communications (UC) vendors, using the data to develop a total cost of ownership (TCO) model, then compared the 2014 TCO to the previous year.
The annual benchmark survey showed that the costs to deploy IP Telephony endpoints declined 28 % since 2013; however, the costs to deploy unified communications features have gone up 83%. The study compares real-life costs for IP telephony endpoints and unified communications systems from Alcatel-Lucent, Avaya, Cisco, Microsoft, Mitel, NEC, and ShoreTel. To read the Nemertes report, please click here.
The second resource, a tech note authored by Steve Taylor, outlines why it's critical for a SIP-based contact center to take advantage of the value session border controllers (SBCs) provide-- regardless of operational and deployment models.
Security concerns have been affected by the rapid change in network architecture for the contact center over the past decade. First, the infrastructure of the contact center may span across several data centers, including both main and branch offices. When adding in the hybrid network models supporting contact centers that include dedicated and virtual systems well as a mix of premises-based and cloud-based systems. And the distributed contact center, supporting agents who may work from literally anywhere, is becoming the norm rather than the exception.
All of these components bring with them their own set of security concerns. The SBC supports a wide range of functions for SIP-based communications, including security and other features relevant to the contact center operations.