Upgrading To VoIP Service A Logical Choice For Contact Centers


    In terms of business phone systems, it seems as though more people are touting VoIP as the future every day. The advantages, both financial and innovative, are becoming reported on a wider scale as successful implementations continue to occur. But if there is an increase in the number of those using it and not regretting moving away from their old copper landlines, doesn't that mean that the future has arrived?

    VoIP service has come a long way in the last few years. According to research conducted by Point Topic, 2013 started out with 155 million VoIP subscribers around the world. From all of the success it has continued to experience, its inevitably universal implementation is showing no signs of halting. The fact of the matter is that more people and enterprises are realizing that many functions of daily life that used to be performed in other manners can be natural fits when regulated to cyberspace, and telephone calls are absolutely one of them.

    "Comparing VoIP to traditional landline telephony is perhaps a little unfair, given that the former has a number of key advantages which can make legacy communications technologies look seriously archaic," said Resource Nation contributor Neal Bricker. "But for those who are thinking about adopting VoIP in place of an analogue service, understanding the differences, as well as appreciating the few pitfalls of digital platforms, is important."

    This means big things for companies that operate contact centers. One of the greatest justifications for moving to VoIP is how easily voice can be integrated with other channels and business applications. Call center software can be launched on VoIP phones to streamline handling and improve the overall quality of help requests. Analytics and data can be leveraged in real time in order to increase the chances of rectifying the caller's situation upon initial contact. Instant gratification is a powerful tool for an organization to wield, and it can often facilitate the growth of a client base.

    It is easier than ever to launch and maintain a VoIP-based contact center. Businesses who seek out these kinds of solutions will be enabling their employees to better represent the company and nurture positive customer relations.

    VoIP A Great Value For All Businesses Of All Sizes

    According to Resource Nation contributor Chloe Mulliner, it does not matter how large or small an operation is for it to be benefit from VoIP in the contact center. The beauty of VoIP is that it is still compatible with plain old telephone service, meaning that if the office phone system is upgraded to a digital connection, the contact center will still be able to make and receive calls with customers who have not yet done the same. Should a session be initiated between two VoIP phones, then there is no charge to either user. This is opposed to traditional connections, where there are fees to pay during the call, generally at a rate per minute.

    "This endows VoIP with a serious pricing advantage, ensuring that even if you are calling someone on the other side of the world you will not incur a large bill," said Bricker. "The digital nature of VoIP means that it can be integrated with other services, such as video conferencing and instant messaging, creating a unified approach to communications which broadens the possibilities for domestic and business users."

    Hosted VoIP Vs. On-Premise Solutions

    There are actually two kinds of VoIP contact center, each with their own benefits. According to Mulliner, there are several industries - like healthcare - that have strict regulations surrounding the technology that they are able to use. Some organizations are bound by law to keep their telecom network infrastructure onsite. They are still permitted to use VoIP technology, but there must be an elevated level of security surrounding these systems.

    But other companies are free to choose whatever rollout suits them best. This is generally where hosted VoIP systems see the most popularity. There are countless advantages to pursuing this method of deployment. For one, the infrastructure is managed by a team of trained professionals, leaving the in-house IT staff more time to focus on how to make the VoIP phone system work best for the organization. 

    Hosted phone systems can also facilitate virtual call centers in the cloud. An entire business phone network can be launched, operated and maintained in a digital environment. Here, it can be readily accessed from anywhere in the world that there is with an Internet connection. This is an especially big advantage for companies that want to allow their employees to work remotely. In this day and age, the consumerization of IT has made more basic operations common knowledge than ever before.

    It is time that businesses start capitalizing on the potential innovations that can come from VoIP. Doing so will allow contact centers - as well as the whole organization - to function at their highest potential.