Session Initiated Protocol (SIP) connections which connect the companies PBX to existing Internet based VoIP standards can simplify procedures and administration for the company by allowing the same internet connection to be used for both the SIP connection and normal data as well. However, it should be noted that this may cause some issues with call quality, especially if the same connection is used for other high volume purposes as well. For instance, if there is a high call volume with the same connection that handles the email and web connections for the company, there could be dropped calls and other issues.

Splitting the two streams can help to cut down on occurrences of the problem, especially if there is a heavy volume of both incoming email and customer generated phone calls. There are many carriers that provide SIP trunking, including: PAETEC, a company that works as the leading provider in the United States, and Global Crossing a worldwide provider of these services.

Innovaphone AG provides IP solutions to corporate customers. Many of the providers of SIP trunking allow flexibility so that the right service can be found based on needs, budgeting and equipment. Cellip, for instance, allows its clients to keep their own PBX as well as having an outsourced Centrex service but also claims to have lower cost/higher availability than other providers. This is a provider bringing these services to many European countries, including being one of the top three suppliers of VoIP services to Sweden’s business market.

When you are looking for a SIP provider, the key element you should be looking for is flexibility not only in the types of services that are provided but in how they are delivered. SIP providers can charge varying amounts based on what is needed by the company, but the full charge should be substantially lower than the company would be paying for the services established via other routes. In addition, the company should consider the additional expense of lost customers when call volume increases and more calls are dropped or lost altogether.

While the popular belief is that VoIP equals free long distance phone calls, the truth is that while there is significant reduction in the cost of these calls, they are not entirely free. However, the savings that are realized with SIP trunking services are enough that the service is generally justifiable. Some of these benefits include: less investment in equipment, including costly to buy, operate and maintain desktop equipment that may not be as reliable, lowered monthly costs because only one connection for both data and voice will be needed, outsourced connectivity decreases monthly costs, increasing local visibility instead of only having toll free or 1-800 numbers, adding the benefits of a fully hosted VoIP service to existing services rather than replacing them.

Excellent customer service and productivity hinge on having the right type of capabilities in place. If there are problems with data or voice services, customer service will suffer as will the business.

By Eric Brooker