VoIP Technology » Ip Network

VoIP Technologies in the Philippines

admin — Sun, 07 Mar 2010 08:27:07 +0000

In today’s global change in technology, a lot depend on how to make everything possible and easily done in a fastest and effective way of communication. Choosing good equipment tool in a call center industry is something that will be given a top priority. If you want your call center business to be on top of the competition then you have to check the kind of tools for you to stay on this business.

This article will discuss about VoIP (Voice-over-Internet Protocol), its importance and how its work to your contact center industry. Many are still do not have sufficient idea how this technology help you in maintaining quality calls overseas. I have to say that the company I work for is known to be expert in providing pieces of information to any form of services like in an off-shore business. Based on the article wrote by Beau Rudd, chief executive officer of Unique Interaction, he outlined the straight definition of VoIP. Mr. Rudd is a wizard in a call center arena since he had been working in call center at the age of 17. I admit that I am not pretty much “knowledgeable” about this technology nor how is this work but Mr. Rudd’s idea helps me a lot to fully understand this technology.

It is no doubt that the Philippines is one of the leaders in using VoIP services, as the country is known to be the key leaders in outsourcing. Call center owners are very particular when it comes to the money they spent for their business to succeed. Venturing to call center is a serious matter. This is not just spending money and losing it in such a careless way. Better solutions to the concerns of the customers is a way of proving to your clients that they are important.

WHAT IS VoIP?

Let me start first defining VoIP – it is the ability of an IP network to carry telephone voice signals as IP packets in compliance with International Telecommunications Union Telecommunication Standardization Sector (ITU-T) specification H.323. VoIP enables a router to transmit telephone calls and faxes over the Internet with no loss in functionality, reliability, or voice quality. Another translation of this term is a category of hardware and software that enables people to use the Internet as the transmission medium for telephone calls. Voice data is sent in packets using rather than by traditional POTS circuits. One advantage of VoIP is that the telephone calls over the Internet do not incur a surcharge beyond what the user is paying for Internet access, much in the same way that the user doesn’t pay for sending individual e-mails over the Internet.

HOW IT WORKS?

Majority of the telecommunication companies in the Philippines are using VoIP to streamline their networks through routing the phone calls from a circuit switch and into an IP gateway. Once the call is received by a gateway on the other side of the call, it is decompressed, reassembled and routed to a local circuit switch. Today, more and more companies particularly call centers are installing VoIP system. IP telephony just makes sense, in terms of both economics and infrastructure requirements. With VoIP, you can make a call from anywhere you have broadband connectivity. Since the IP phones broadcast their info over the Internet, they can be administered by the provider anywhere there is a connection.

Mr. Rudd, on the other hand, disclosed that his company offers attractive package to any of the interested investors who will venture in a call center. He said that VoIP is one of the backbone for the contact centers industry because it is guaranteed that many software developers believe that this service have a great future in helping the industry survive from any possible changes of the technologies in the future. He stressed that with his predictive dialer, you have to capability to:

Do real time monitoring of your agents Do Outbound, Inbound and Blended campaigns Do predictive, progressive and power dialing Do Remote monitoring Do full and/or on demand recording Do call barging, conference and internal/external call transfer CRM IVR Voicemail Call Conferencing Your own phone extension Your own toll free number for your account

The effect of having quality service increase their sales and no complains from the clients who became his business partners when the company starts to outsource up to now. VoIP will help you save a lot of money particularly in telephoning to the mainland US. The benefits of this service is that international and long distance VoIP charges are much cheaper. Depending on the package or service that you select, you will either get unlimited or a set number of minutes for North America (US & Canada) long distance calling. It simply means, that any international calls are significantly lower from VoIP providers than traditional phone companies, although the differences between the providers are vast.

It is expected that within the next following years this technologies will continue to provide a great impact to the off-shore business in the Philippines and the rest of the world.

By: Roberto Bacasong

Advantages and Disadvantages of VoIP

admin — Mon, 22 Feb 2010 07:56:21 +0000

VoIP technology has resulted in serious changes in the way we communicate with each other. It has succeeded in integrating both voice and data and utilizing the Internet for communication as well. Telecommunication is continually evolving and as people we can only continue to benefit from this evolution. Internet based phones will be the telephony service of the future but are its advantages being overemphasized? All things may not be as they seem.

VoIP has a great number of benefits and advantages. The only requirement that VoIP has is that you use a broadband DSL or cable connection. Provided you have this sort of connection, you can easily use Voice over IP. If you use yours through a PC-to-PC connection calls are usually free just as long as the person you are calling has VoIP as well, other than this most VoIP providers tend to offer unlimited calling plans for calls made outside a certain geographical area for a flat monthly fee. Traditional telephone services are much costlier than internet phones. This technology also offers additional services such as call forwarding and caller id, free of charge.

One other benefit of the integration of voice and data is that the person needs only a single system. It makes it easy to install and save money as well. Each phone is identified by a single IP address regardless of wherever it is plugged into. This makes it easy to move from one place to another or to add it to other networks as well.

These VoIP phones may also be utilized anywhere just as long as they have been connected to an IP network. This assists a lot with telecommuting and international offices as well, saving companies and individuals a lot of money. These devices also tend to be light and very easy to carry.

Regardless of these numerous benefits, there are disadvantages. The biggest disadvantage would be that VoIP is run by a lot of power. If a power outage occurs all voice communications cease, unlike the traditional telephone service which can still be made use of if there is no electricity.

Problems also exist with the calling of 911 emergency numbers. When you usually make a 911 call it is traced back to the sender and sent to the nearest 911 communication center in the area. However with VoIP these calls cannot be traced back to a particular location and cannot lead rescuers to find you.

Voice quality with internet telephony is generally efficient but the use of cable broadband could mean poorer qualities. This is because the data is broken down in order to be transmitted and the delay or a packet of data will sometimes mean that it needs to be dropped. This then results in silent periods.

Phone equipment may also need to be updated since voice over IP only tends to work with newer phone versions. Depending on the number of phones that need to be replaced, this could a substantial expense.

VoIP also has some minor annoyances that have to be sorted out but the benefits far outweigh the disadvantages. From all evident aspects this alternative telephone technology is the phone of the future but the future may already have arrived for all we know.

By: Darren Williger

All About VoIP

admin — Sat, 20 Feb 2010 21:55:24 +0000

Voice over Internet Protocol or the VoIP, is basically the process of sending voice through internet protocol, making it convenient for a consumer to make phone calls at cheaper price. VoIP is used not only when using the internet protocol to send or receive calls, but it is also useful when you want to avail the service of traditional phone lines that guarantee better quality & allow bigger space for calls.

When the quality of audio and frequency in VoIP is high, it is very hard for customers to notice the difference between it and a normal telephone. Even the person who is receiving the calls from a VoIP will not be able to guess that the calls are made from a VoIP Network. Transferring PSTN (Public Switched Telephone Network) to VoIP/SIP Session Initiation Protocol) allows VoIP users to send and receive phone calls as done in ordinary phone lines.

Now, enough about VoIP from the scientific point of view. Let us now proceed to the benefits of using VoIP compared to using conventional phone lines. Basically, consumers care mostly about the rates so they would like to know how much can be saved when you purchase a VoIP service. This is one of the advantages of VoIP. It became popular because of its cheap call rates as compared to any conventional phones. It gives you the ability to make unlimited phone calls, long distance calls and low international calls charges with low monthly subscription rate. This is value added service for any consumer.

VoIP can be used in different ways. One possible way is through ATA or Analog Telephone Adapter. ATA is connected between a telephone jack that is already existent and an IP network in order to provide VoIP service. This type of service is generally offered by broadband internet providers such as cable companies and telephone companies.

Simply check the company that provides you with internet cable service or the company that provides your home phone service to see if they offer this service. If you want an easier way, just check the internet out for low rates companies. There are a lot of new companies that are just providing this service and they are concerned about giving the best service with lower rates.

Finally, a VoIP is a better & more economical way of making long distance as well as short distance calls by simply using an internet connection. You can use it for local, nationwide and international calls. You can even make calls to residential phones or cell phones.

By: Joanne Greco

VoIP Tutorial – Understanding VoIP

admin — Tue, 20 Oct 2009 02:47:03 +0000

VoIP is fast becoming the replacement technology for voice communication. However many people still have questions as to how it works? VoIP costs less than your traditional phone service, this is what makes it attractive to most consumers. Not only does it cost less than your traditional phone service it also costs less than the vast majority of monthly cell phone plans.

The number of VoIP providers is increasing giving you more choices and better calling plans. VoIP is still at its developmental stage. The VoIP service is available for both commercial and residential use, ranging from PC-to-PC service, all the way up to phone-to-phone. The following are the basic features of VoIP.

Anybody with an internet connection has the basic capability to use a VoIP service and benefit from the cost savings associated with VoIP. A basic plan that offers a number of long-distance minutes is very inexpensive and if that’s what you need then VoIP will work perfectly for you.

VOIP is a method which takes voice phone calls and then encodes them digitally. Basically VoIP is the protocol that is used to send your voice over the internet. The VoIP technology transmits your voice over what is called an IP network.

Most everyone agrees that VoIP is the future of voice and data communications.. By the looks of it VoIP is going to continue to grow and expand. VoIP is the Wave of the Future–”and the Present. Although you may be intimidated by this new technology at present, my advice would be to learn more about this new service as it seems this technology is here to stay.

By: Paul Hegarty

VoIP Technology Shows Significant Promise For Call Center Operations

admin — Mon, 05 Oct 2009 00:01:15 +0000

Before plunging into VoIP head first, it’s important that businesses understand just what they are “talking” about when they begin looking at VoIP technology for their call center operations. Understanding these subtleties will ensure proper planning and appropriate decisons. The first key is to realize that “VoIP” is the basic term where cost alone seems to be the driving incentive. But IP Telephony is so much more. Unlike VoIP lite, IP telephony is not simply about cost savings. The benefits of IP Telephony to call center operations include rich applications, enabling mobility, increased productivity, and enhanced business continuity.

DEFINITIONS

VoIP is the basic transport of voice in a packet form on an IP-based data network. It is the transmission of telephony over a data network and offers little in the way of features and functionality. IP Telephony uses VoIP but is a software application suite offering rich feature applications. These often-modular applications lend themselves to cost-effective integration with other applications that share the IP network. Voice and Data Convergence may be defined as the integration of voice and data applications in a common environment. Of particular significance is the integration of communications applications with key business applications. The latter are usually tied to business processes, which are central to an organization’s operations.

IP telephony lends itself to contact centres for the ease of integration with sophisticated multimedia applications as well as computer telephony integration, intelligent call routing and distributed or virtual contact centre applications. The merging of voice and data applications, such as Unified Messaging, is perhaps indicative of where IP telephony as a voice-based application leaves off and convergence starts.

Voice and data convergence may be construed as the coming together of voice and data in a common environment. This simplistic definition belies the significance of convergence. The reality is that converging voice and data enables the integration of voice communications applications (such as teleconferencing and speech access) with key business applications (such as sales force automation and supply chain management). These business applications are predicated on business processes that are the lifeblood of most organizations. By marrying these applications on any network and on any device, the door is opened to deriving new levels of business value.

THE PROMISE OF VoIP

In recent years the number of companies looking to up grade their call center infrastructure via implementation of VoIP technology has grown dramatically. Merging voice and data on a single network and deploying an IP-based contact center platform allows companies to route calls to home and satellite offices more efficiently. This approach is delivering on the promise of helping companies grow their business, apply productivity enhancing applications, and expand call center operations easily and cost effectively. Scaling for growth to new remote service centers is a smooth transition as each is treated as an add-on node to the existing IP network.

Companies can add remote staff to call center queues when needed and can retain key employees by letting them work from home. The entire process can utilize one application to manage all media for routing and reporting across agent locations. An additional benefit is the ability to deliver business applications over this new network when necessary.

Potential hurdles to implementing pure VoIP include preparing the network with switch and router upgrades, replacing all the desktop phones, and upgrading adjunct systems such as voice mail. These are not insurmountable issues and can either be accomplished all at oce (shotgun) or in a phased in approach. However it is accomplished the business benefits far outweigh any initial challenges.

It’s safe to say that the great migration to the IP contact center is well underway. While there are many approaches, vendors and users agree that the decision is not driven by the technology, but rather by business applications that the technology enables. While companies may appear to take very different paths to VoIP, each is able to make the right decision for their current and future business needs from a myriad of solution options.

THE MIGRATION TO VoIP

In general, however, the migration is happening very slowly. Art Schoeller, an analyst at The Yankee Group, says, “The move to IP in the contact center is inevitable but not imminent. The transition from TDM to IP, catalyzed by Cisco, is much like the transition from analog to digital systems, which was catalyzed by Rolm. Like that transition over 20 years ago, this transition will take time. And this one is more complex.”

Where this transition seems to have found it’s lead is among smaller business entities. Most IP contact center installations have occurred in small to midsize businesses (SMB). Many of these SMBs use home agents and remote offices. SMBs tend to be more willing than larger companies to take risks, many are growing, and they are reaping the benefits of flexibility and agility. Seeing this untapped potential larger businesses are begining to follow suite albeit at a somewhat slower pace…..so far.

As of now there are fewer large installations in place, and they are generally multisite, often with overseas positions (including outsourcers). The major system vendors such as Avaya, Cisco, and Nortel all say they have pure IP installations of 2,000 seats or more. That’s impressive…and it works. It won’t be long before the pace and numbers of installations among larger companies grows significantly. They won’t long be able to deny the benefits offered and the potential positive impact on process and cost efficiencies.

“The industries making radical changes are the ones who are suffering the most pain from economic and market forces, such as teleservices [outsourcers], airlines, telecom and high-tech companies,” says Lawrence Byrd, a convergence strategist at Avaya. “These companies are seeking substantial cost savings from infrastructure consolidation, for example reducing 30 separate [automatic call distributors] to one or two, moving away from the complex and expensive network routing architectures of the 1990s, and intelligently routing the right customer to the right agent, wherever they are.”

“These companies understand that they must make more significant investments in network optimization, as well as changes to their business processes and how they manage their people. But they are willing to do so for the payback offered. IP telephony in the contact center is the technology enabler for such transformation,” he says.

THE TRENDS FOR VoIP

Today, many of the large call center installations – those exceeding 200 seats – are hybrid solutions, some sites are TDM, some are IP. Companies use IP trunking between sites and IP to some desktops, for example, at new sites or sites where the switch has been upgraded. The traditional PBX can serve as a gateway, converting between TDM and IP.

Businesses with multiple locations are turning autonomous sites into satellite sites, significantly reducing the numbers of servers, applications and licenses required for functions such as routing, reporting, Computer Telephony Integration (CTI), quality monitoring and workforce management.

Another trend is higher adoption rates in Europe/Middle East/Africa and Asia Pacific. North America is generally slower to adopt IP contact center technologies because of more conservative and risk-averse decision-makers, and more large installed systems. However, of Cisco’s 1,500 installations worldwide for example, approximately half are in North America.

Yet another trend is for companies to adopt VoIP in the enterprise first and then in the contact center. Gartner analyst Bern Elliot says IP system sales already have overtaken TDM system sales for corporations, but “IP adoption in the call center will lag.” Elliot predicts that traditional TDM-based call centers will remain the dominant architecture for new system sales in North American until mid-2006. IP-based call center systems comprise approximately 10% of new system sales today.

LEASONS LEARNED

Businesses leery of IP contact centers typically express concerns about security, quality, reliability and scalability. Early implementers say they faced challenges, primarily with quality of service, but they used assessment, configuration, testing and monitoring to successfully address those issues. However, the rule of thumb is that if you’ve done what you need to do for your network for other applications, running phones on IP is not a leap of faith.

Many early implementers say voice is more secure and more reliable over IP than it was in a TDM world, and the enhancements to their networks for voice also have benefited their data applications. For example, many clearly saw the potential benefits for growth, flexibility and disaster recovery.

When a significant disaster occurs and a business must trigger its disaster-recovery plan, it is a relief to easily be able to add seats at other sites and reroute calls quickly, with no effect on service. It is also reassuring when system continuity enables the following of the rigorous security processes applied to all other applications for your voice and call center applications.

Many companies have found that TDM is just too expensive for what they want to do. Often they’ll discover that a pure IP solution offers their company lower total cost of ownership than TDM, with additional savings over time by avoiding proprietary hardware. Frequently they’ll also see benefits from virtual operations across sites and CTI in hours instead of months. Also seen have been savings on wiring, moves, adds and changes, and networking of remote locations, while buying flexibility for the future including multimedia enhancements.

THE FUTURE

The breakthrough in adoption of IP in the contact center will occur as more companies share evidence that it is low risk, it works, and there are quantifiable business benefits. Any initial trepidation will soon disappear as companies recognize that VoIP is a technology that’s right for them…..and whose time has come for the call center industry.

Tip….for assistance in finding just the right fit in a VoIP solution for your call center operation take advantage of the FREE consulatative services at Business-VoIP-Solution.com.

By: Michael Lemm