Why a VoIP Phone System is Considered the Best Call Center Solution

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Reliable internal and external communication is the top concern stone of all the business venues. And if you compare different communication technologies, Voice over Internet Protocol (VoIP) is the best option you will have. This is why the VoIP Phone system is becoming the golden rule of modern corporate communications.

This modern-day technology allows users to make phone calls over the Internet connection rather than through phone lines. The technology was originally introduced in 1995. It became more and more stable throughout the years due to innovation in internet. The VoIP phone system is a smooth communication solution that is becoming a go-to option for more and more businesses when upgrading their phone systems. 

VoIP is considered the best communication solution for all businesses in general and call centers. It facilitates call centers with voice and multimedia content transmission through Internet Protocol (IP) networks. The Business VoIP solution works through a group of methodologies along with technologies and conveys voice communications through the internet, enterprise networks, or wide area networks. To know in-depth about the technology and reasons behind it becoming the choice of call centers, continue reading.   

What is a VoIP Phone System? 

IP telephony is another term  that tech people commonly use for the Business VoIP solution. Voice over internet protocol is a process that makes it possible for businesses to send voice messages and other types of communication over the internet. Because of the many advantages this technology provides, a large number of businesses are switching to it in favor of the plain old telephone service (POTS). People also calltraditional phones as the public switched telephone network (PSTN).

A VoIP phone system converts voice signals into digital data and transmits them in data packets across the internet via a router. And a VoIP call is an internet call or some other type of communication like text, email, or chat that’s transmitted via the internet. The phone system offers a lot of communication features like voicemail, call forwarding, call waiting, caller ID, conference calling, etc. 

One of the major benefits of a VoIP phone system is that can integrate easily with other business applications, for example, CRM systems, to give you a single source of customer information. 

You don’t have to compromise on call quality when you use VoIP technology. VoIP guarantees that your calls will have clarity and continuity during communication. Moreover, besides a stable internet connection, computers, routers, SIP phones, VoIP servers, and VoIP service providers all play a role in VoIP call quality. 

The Four Basic system components of VOIP: 

Following are the most important components of a Business VoIP solution: 

  • Signaling gateway controller 
  • Media gateway 
  • Media server 
  • Application server 

Signaling gateway controller:

  • People refer Signaling gateway controller (SGC) as an agent because it controls calls function. 
  • The main role of this controller is to connect to the public switched telephone network with the Internet protocol. 
  • It supports voice call control protocols such as SIP general report for your IP signaling protocols. 
  • This controller also supports media control protocols such as mg CP. It also helps in controlling BDA gateway session connections and parameters. 
  • It generates call detailed records that help in billing purposes. 
  • The controller also provides bandwidth management control which allows new sessions to be admitted in the system 
  • It allocates connection characteristics, for example, coding and IP packaging for using them as better media resources. 
  • Lastly, this gateway controller allows multitasking and multiprocessing. 

Media Gateway:

The role of this gateway is to transmit the voice packets following the RTP transmission protocol used for convergence of public switched telephone network or IP network such as packetization transmitted over the network. 

  • This gateway controller transmits data over the Internet 
  • It can control call flows under the observation of the media gateway controller 
  • This gateway supports many compression algorithms 
  • It supports and manages digital signal processing resources. 
  • The gateway is available for maintaining redundant IP link 

Media server:

The media server is used for video conferencing and voicemail. It can also be used for special tones or announcements that need to be transmitted over the internet. The main functions of media server are, 

  • Voicemail functionality 
  • Transmissions of tones 
  • Voicemail to email transmission 
  • Activation of voice dialing 
  • Supporting IVR 

Application Server:

Application server offers value-added services for the IP network. It also evaluates call specifications and other communication characteristics. 

  • Supports customization in private dialing plans. 
  • The Basic services of the VoIP Phone System such as call forward, call forward on busy, call waiting, call transfer, call park and voicemail are offered by the application server. 
  • Advanced features such as call authorization using PIN, remote office, “follow me” plans are also offered. 
  • It delivers CDR’s call detailed records. 
  • The Application Server is the brain of the VoIP architecture. 
  • It also communicates with the Signaling Gateway Controller through protocols such as H.323 or SIP. 

Why Call Centers Choose VoIP Phones over other Communication Solutions: 

As the stats show that every other call center is a becoming a VoIP caller because of the innumerable potential benefits of VoIP. Let’s discuss some of the most popular benefits that are pushing call centers to make a change.  

Fewer Per-Call Cost: 

As the name clearly depicts that a VoIP telephone system utilizes Internet Protocol for making calls. Rather than using telephone lines like traditional phones, VoIP covers all communication data into packets and sends it over the IP network. When placing a call over the conventional phones, the phone line is taken by the two callers using it to communicate. As there are only limited lines that can be installed, calls placed over landlines, especially if they are long-distance, are expensive. On the other hand, using the Internet to relay call data circumvents this problem, making domestic and long-distance calls cheaper overall.   

A VoIP caller is often given the ability (by the service provider) to make domestic and domestic long-distance calls for free. For instance, if the phone number that is chosen for the business is in the United States, providers often allow all calls within the “lower 48” in the United States for free. 

Easy Installation: 

Comparing to conventional old phone systems, the installation and configuration of VoIP phones are super easy. Traditionally, with a traditional landline phone system, you need physical lines to get phone service. VoIP phone systems, on the other hand, eliminate the need to install any physical phone lines. You only require to connect IP phones to the corporate network via Ethernet lines. Additionally, this convenient installation of VoIP saves a lot of dollars for your call center businesses.  

For managing landline phones, you need to have an IT staff but with VoIP, you can manage your communication system without having a team of IT experts. All the network issues will be handled by the service providers and not you. Hence, because of not keeping an IT team every VoIP caller saves a lot of money. 

Increased Mobility: 

At times when there is no other option except to work remotely, VoIP phones are the best option. But old landlines are connected through physical lines and hardware that’s stored in your office, so when you walk out the door, you won’t know when you miss an important call. So, one of the most valued benefits of VoIP is its increased mobility. You can manage calls from wherever you are, given that you have an internet-enabled device at your hand.   

With VoIP, you don’t have the restriction of a device, you can use even your mobile, laptop, or telephone for communication purposes. Additionally, VoIP offers the option of call forwarding and call routing which makes it possible for you to receive your calls on your mobile phones even when you are roaming. 

Better Quality and Reliability: 

If you have a strong internet connection with good bandwidth, the sound quality of the Business VoIP solution will be even better than a traditional phone connection. Moreover, as VoIP phones are not dependent on any phone line; they are more reliable. Even if your one device incurs a fault, your other device can help you continue your communication.  

Versatile Features: 

Every VoIP caller can do multi-tasking with the most tech-savvy devices, which allows them to be the most productive business venue. Moreover, innumerable features like call recording, call forwarding, call routing, file transfer, video conferencing, call waiting, voice mail, caller ID, 3-way calling are making this communication system the best among all. 

Final Thought: 

The advantages of a VoIP Phone system are hard to deny. It helps call center businesses to save time, more data-backed decisions, easy scalability, and more mobility at a far lower cost. Opting for this communication technology is a win-win situation in our books. A call center can improve its business communication while keeping its wallet happy. Although any recommendation that requires wholesale shifts in how companies conduct business sounds risky, yet the benefits of VoIP can easily overweigh this fear. Therefore, every business in general and call centers, in particular, should consider shifting to this modern-day communication technology. 

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