When we are talking about call center solutions, we often mention such a technology as VoIP (Voice Over Internet Protocol). What is the connection between this technology and call center software? Well, to put it simply, call center software nowadays just can’t work without VoIP technology.
Classic, traditional phone landlines have quit their place as the main communication technology in the world of telephony and telecommunications. Now, IP telephony rules the world, and VoIP is just a development of this technology. In other words, call centers use the same technology that is used by Skype, Instagram calls, and so on.
But what are the main features of VoIP telephony and VoIP call center solutions? Are there some measurable benefits? What are the main advantages and disadvantages of using a VoIP call center solution?
Let us find it out.
What is a VoIP technology?
VoIP technology is a synonym for IP telephony, with some vital nuances to take into account. VoIP technology allows us to process different types of data through the Internet, including media, images, video, etc., while IP telephony means transferring only voice data. Nonetheless, the truth is that IP telephony is just a broader term, and VoIP technology is a more advanced technology, a development of IP telephony.
VoIP telephony is used in call centers to allow them to process phone calls without any connection to classic landlines. Thus, all the phone calls are processed only through the Internet, which allows call center owners to save money on hardware and infrastructure expenses, and also on internal calls, and regular call fees. This is also important because customers can reach out to a call center without a need to pay roaming fees and call center agents can work from almost anywhere as it requires only an Internet connection and a PC for them to log into the system.
What is a VoIP call center solution?
The VoIP call center software is a software phone system that uses VoIP (Voice Over Internet Protocol) technology to run its call center and handle phone calls. Obviously, there isn’t only one type of VoIP call center solution. Differed by infrastructure solution, there are two main types of VoIP call centers - on-premises and cloud-based call centers. Both these solutions use VoIP technology, but in the case of an on-premise call center, all the infrastructure is built, configured, and maintained by the call center owner, and in the case of a cloud call center, all the infrastructure is located in the cloud where it is maintained by the service provider.
Obviously, most call centers are cloud call centers today, with a small number of on-premise call centers. Another fact is there are almost none of the call centers that don’t use VoIP technology, and if there are any, this is because of a lack of budget to switch to VoIP technology, not because traditional telephony can offer any advantages or benefits.
VoIP call center solutions: benefits
Lower costs
For business owners, it is always important to find more affordable options to scale their business up and improve their quality of service and productivity of teamwork. VoIP call center solutions offer exactly this - you pay less for hardware and software, you don’t pay most of the telephony fees and expenses, and you don’t pay for all the phone numbers you need as you can use much cheaper alternatives - virtual phone numbers.
Easy scalability
In the case of cloud call centers, scalability is no more a challenge - especially if you compare it to on-premise call centers. All you have to do is ask your service provider to add some new features, new integrations, or additional work seats for agents or supervisors, and in a few days, the update will be all set. So you pay and wait - no issues with purchasing additional hardware or scaling up existing hardware, no maintenance problems, and so on. This is especially important for ambitious businesses that start from scratch but focus on the fast growth of the customer base and the scalability of the system is one of the main challenges.
Positive customer experiences
Functional and efficient call center solution has a powerful impact on customer experience, and customer experience is the factor that matters the most for any business. Positive customer experience makes customers spend more money, buy more goods, stay longer with a company, and advocate company. How can a VoIP call center solution improve customer experience? Well, first of all, you get numerous features that alone can boost customer satisfaction - for instance, multichannel communication, self-service tools, automation capabilities, data collection features, feedback collection opportunities, and so on. All these features allow you to understand customers better and provide them with excellent customer service with personalized experience.
Data-driven decision making
What matters most for any business nowadays? Not only the customer experience but also data-driven decision making, which means that any operational decision or even administrative decision should be made based on certain data that is previously collected and analyzed to make conclusions. This data is almost always impossible to collect manually, but this is not a problem anymore - all the data is collected, processed, and provided to you in a comprehensible way through real-time dashboards. You can see current call volumes, agent productivity rates, key performance indicators, key call center performance metrics, and so on. What’s even more important is that you can customize those reports to meet your individual needs and help you monitor certain rates you want to pay the closest attention to.
Conclusion
We have described the main benefits of a VoIP call center solution, but where to pick up one? We have a solution - VoIPTime Cloud Contact Center is a perfect example of a client-oriented, capable, and multifunctional contact center solution that uses all modern technologies and solutions, including main features and VoIP technology.
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