02-26-202006:48 AM - last edited on 06-16-202109:44 AM by Shahzad_Ismail
Sinch Contact Center can be used in conjunction with your existing telephony infrastructure (assuming your IP-PBX supports SIP trunking). It is not necessary to replace your existing PBX and/or corporate telephony system in order to utilize Contact Center.
There most common approachs for using Contact Center with your existing corporate IP PBX is the so-called "Hybrid Scenario" described below.
The preferred option for integrating Sinch Contact Center with your corporate IP PBX is to continue routing all incoming calls through your legacy PBX switch, and then re-direct the customer-service related calls to Contact Center, where the system will match the caller to the best-suited agent. This approach has the advantage that you can still do consolidated reporting from your PBX switch.