The migration towards IP-based contact centers from call centers is moving from the early adoption stage to the mainstream as IP communications matures and its benefits are recognized. Businesses are leveraging the power of open IP standards to simplify application logic and to eliminate redundancy in the infrastructure of their contact center or call center. The result is that every agent and expert has full access to the required features, functionality, and information needed to serve customers better on each call or other contact. IP-based contact centers are simultaneously lowering networking costs, distributing the agent workforce, and enhancing agent productivity through multi-modal communications. Customers can reach agents by what ever means they choose (email, instant messaging web chat, or voice call) and the contact can route the request. SIP, or Session Initiation Protocol, promises to further extend these advantages by facilitating a more efficient and collaborative communication model between the enterprise and its eco-system. By introducing intelligence on user presence into the call routing decision, SIP can improve customer service. | 
