SIP pitfalls and how to avoid them – Call centre tech migrations

SIP pitfalls in cloud migration

The clock is counting down on the use of legacy global telephony infrastructure. According to research, the global market for VoIP services is projected to grow from $85.2 billion in 2021 to $102.5 billion in 2026. With the phasing out of PSTN technology, many businesses have switched to Voice-Over-IP. Many have also transitioned to Session Initiation Protocol (SIP) trunking. SIP migrations may come with SIP pitfalls, but careful planning can help avoid these.

Pandemic pressures have accelerated the adoption of digital telecommunications. SIP, VoIP, and WebRTC are all contributing to virtual meetings and home office collaboration. Device-to-device interactions continue to grow.

All the feedback and stats point to huge savings for companies moving from PSTN to VoIP/SIP. Some claim savings of up to 90% on international calls and 75% in operational costs.

In summary, the traditional desk phones we are familiar with will soon become a thing of the past, along with the chunky monthly telephone bills.

SIP pitfalls and challenges

Research by The SIP School suggests that companies going down this road need to be cognizant of the performance of their new telephony infrastructure.

Businesses can and do experience post-migration teething problems. Commonly reported problems include:

– 30% experienced a CODEC mismatch
– 46% experienced one way audio
– 23% experienced no audio
– 34% experienced intermittent call drops
– 40% experienced poor call quality – jitter, latency, clipping
– 17% experienced SIP server failures

VoIP will, without doubt, be the norm in the near future. However, companies should consider testing and monitoring their new telephony setup to manage and avoid the potential pitfalls listed above.

SIP testing and monitoring

Businesses use Spearline’s Voice Assure Platform to test before and after any migration or major change. This allows them to benchmark performance and identify any quality or connectivity issues pre-/post- migration.

The benefits of our platform are not only in monitoring your vital contact numbers. We can also help you to identify the positive and negative effects of technology changes associated with those phone numbers. This can demonstrate the performance of the new and old system and its impact on your end customer experience, for example in global contact centers.

It’s great to have reduced phone bills. But, it’s not much good if your customers can’t hear you on your new phones, especially the revenue-generating ones! With proactive testing before and after a migration, much of the risk can be avoided.

Find out more about proactive, automated testing of your numbers or ask for a FREE DEMO today. 

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