What is a SIP client?

A SIP client is a terminal (hardware or software) that makes and receives calls through a gateway. This client can be a physical telephone, a softphone application running on a computer equipped with a microphone and headset, a mobile terminal (smartphone or other), an analog telephone adapter (ATA) or a PABX.

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The benefits of a softphone solution

If you choose a softphone solution, you've probably chosen the most flexible communications solution. Your computer, or your cell phone, can be configured to alert you to an incoming call, or to automatically forward the call when you're busy or already on the line. You can determine your presence status to decide whether your phone should ring or be redirected to voicemail or a colleague. When you're on the line, your softphone can automatically place your phone in the "on line" state and redirect calls to voicemail or a colleague. If you're not at your workstation but still want to receive calls, they can be automatically redirected to your cell phone. The same softphone application can work with your office phone, and you can determine when you can receive calls and when you prefer to forward them to a colleague or voicemail. You decide how you communicate at any given moment.

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SIP: freedom of choice

SIP is a standard. As a corollary, a SIP solution offers the advantage of working with the majority of communication platforms on the market (IPBX, Centrex, etc.). It enables the deployment of all the mobility and collaboration services expected by users, without calling into question existing systems, while maintaining independence from suppliers (equipment manufacturers, operators, etc.). It is generally implemented without any intervention on the part of the user, and facilitates the deployment of BYOD initiatives (use of personal equipment within the company).

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Several lines can be connected to a SIP client

Several lines and numbers can be connected to a SIP client. These can be direct lines, toll-free numbers or geographic numbers, all directed to the SIP client. This is particularly useful, for example, to facilitate dialing or to communicate with customers located in parts of the world where dialing is restricted to local numbers. This makes it possible to provide easy-to-access numbers, all directed to the SIP client. If a customer calls from anywhere in the world, the phone rings...

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SIP clients are your interface for incoming calls

The quality and ergonomics of a SIP client have an impact on how you feel and experience a call. If you can find out who's calling, the number, the extension and information about the caller (is it a new contact or a strategic customer?), you can decide how to greet your correspondent. When caller information isn't available, it's difficult to provide a personalized response. Often, when a customer is quickly put in touch with someone who can answer their question or solve their problem, it's a memorable experience. The customer will be completely unaware of how the call came about. The only thing they'll remember is that they spoke to someone who was able to help them. The quality of the SIP customer will make all the difference to the experience of both callers.

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Many technologies are needed

In a SIP environment, many components are needed to connect two callers. The SIP trunk and gateways are the connection points between your SIP client, the PBX and the software that drives your communications platform. Numerous technologies and infrastructures are required to connect and benefit from enriched functionalities. You can either create these communication layers using open source software, or work with a partner who provides reliable, large-scale, centrally-configurable systems.

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User experience is key

If you opt for a SIP client, you need to take your team into account. When making a choice for yourself, you can select the solution you prefer. However, if you're in charge of a team, you'll probably prefer flexibility, so that everyone can communicate using a solution adapted to each use. On a personal level, you may prefer a softphone installed on your cell phone, but another person may prefer a physical phone. Another member of your team may prefer advanced features that enable them to quickly transfer a call between their laptop and cell phone while on the move. Providing your team with the right tools for each context means that users will be able to keep in touch with each other and respond quickly and efficiently to your customers' needs.

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SIP or VoIP?

When evaluating a SIP client solution, you need to consider all the features this protocol has to offer. Most of us are familiar with the VoIP protocol. This technology compresses voice and sends it across the Internet in the form of data packets. It transforms a computer (equipped with a headset and microphone) into a telephone, enabling calls to be made to "classic" telephones or cell phones using a softphone. However, the SIP protocol offers many more features. SIP can carry audio and video, real-time presence information, instant messaging, enable file transfer and much more. When choosing hardware or software for your SIP client, make sure you select one that will allow you to take advantage of all the features offered by the SIP protocol. If your company has a diverse customer base requiring multiple skills among your staff, you'll need to equip your teams with the right tools to harness the full power of SIP. In particular, you'll need to ensure that your employees can use audio or video to connect with each other or with customers, and that they can instant message another team member to answer a question while on a call or video call with a customer. The right tools can enable your team to work more efficiently, with any equipment. Today, with teams more dispersed than ever, installing the right tools on laptops and mobile devices is the best way to connect your team to each other and to your customers.

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