I would suggest reading some whitepapers on SIP It is a good starting point and depending on your specific situation will help.

Techy001 writes:

If we make SIP as contact center server, we can gain below functionalities:
1. unified communication is possible (each customer having multiple contacts - Mobile/PSTN/Email/etc...) means, if the administrator wants to send a message to customer or a subscriber, he/she can send it based on the availability of the contact. i.e If he is now available in Mobile/E-mail based on the status (presence feature of the SIP) the contact center server can send a message to the contact.
2. In case of call center - SIP can provide forking mechanism or Call distribution/Call hunting/call forwarding functionalities.
3. SIP is through IP. so, business wise lot of benefit.

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