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
Posts Tagged ‘Ip Packets’
VoIP Technologies in the Philippines
March 7th, 2010The Right Time to Invest In VoIP
December 22nd, 2009
Till a few years ago, VoIP was a name that brought forth many apprehensions in mind about its survival. However, VoIP has come back with a huge bang forcing the entire business industry to take it seriously. The technology itself is simple enough to understand. VoIP technology converts analogy signals which exist in the form of our voice into small digital IP packets, compress it and send it over the bandwidth through the Internet. It reaches the receiver in the form of analog signal which has been decompressed.
Business houses and residential homes both have started utilizing voice over IP technology for fulfilling their communication needs. This technology is extremely flexible, benefiting corporates and end users alike. Voice over Internet protocol is also available in the form of calling cards. Calling card companies have started relying in a big way on VoIP. This is because it offers cost effective communication, thereby raising their profit margin.
Other users of this technology could be wholesale carrier service providers, resellers, ISPs, ITSP’s and residentials.
ISP and ITSP’s already have an established network of broadband services which they offer to their clients. They can equip their services with VOIP and offer a complete telephony solution to their clients. This gives them an added advantage over their competitors and helps in building brand preference.
Wholesale carrier service providers are those providers who purchase VoIP connectivity or minutes in bulk from Tier 1 service providers. It is ideal for those who are willing to make a substantial investment in this business and also have technical knowledge about voice over IP service. They are those providers who eventually get the advantage of controlling the telecom industry by controlling the pricing.
A reseller on the other hand doesn’t have to make a substantial investment in the telecom business since the infrastructure and technical equipments are provided by the wholesaler or service provider. A reseller is like a retailer, who acts as a middleman between wholesalers and end users.
Keeping in mind the popularity and the potential of this technology it would be beneficial for companies to invest in this business at this hour in order to make a killing and establish themselves as a brand in future.
By: Kristen Kiya
Choosing a Broadband Connection for VoIP
October 8th, 2009
While not absolutely necessary, a broadband Internet connection is what makes your Internet phone calls reliable, and understandable. VoIP uses a traffic engineering term called Quality of Service (QoS) that refers to the implementation of controls to ensure that delay sensitive IP packets are prioritized as they flow through the pipe. To forgo these controls would result in acoustic problems like jitter and echo, as well as dropped calls. Because a broadband pipe is much larger than a dial up connection, there is much more throughput capacity, or space, to allow us to prioritize.
There are basically three ways for the residential consumer to obtain a broadband Internet connection. From your cable television provider, your telephone company, or a wireless broadband network such as Clearwire, a Wi-Fi hotspot, or even a cellular network likes Verizon or Cingular. With these options becoming increasingly more wide spread, utilizing the Internet to route your phone calls has also become a viable and cost saving alternative to traditional landline telephony. Now the question becomes, which type of broadband service is best suited for voice over Internet protocol.
Since the advent of cable television, cable companies have contributed enormously to the development of the worlds Wide Area Networks (WANs), adding broadband Internet to their list of services offered. Indeed, with the development of VoIP, they have even blurred the lines of the telecommunications Industry. The cable modem, and its Coax Cable pipe, have ushered the Internet into the Jet Age with Internet service at the speed of light.
A cable company WAN consists of neighborhoods connected to nodes, each node having its allotted amount of bandwidth. The cable pipe is about the largest to be had for the residential consumer and is plenty big enough for the clearest of VoIP phone calls. However, the bigger the neighborhood grows, and the more people that connect to the pipe, the less bandwidth is available for each household. Cable companies are generally very good about distributing bandwidth and will add more nodes when necessary. Their network is, after all, their bread and butter. Just be aware that at peak traffic times, VoIP call quality can degrade.
The Digital Subscriber Line, or DSL, is the residential broadband solution offered by the traditional telephone companies such as AT&T, the regional bells, and others like Quest Communications for example. For years the Telco’s have had the upper hand in the business community, connecting their networks to the outside world via a T1 line, which is the equivalent bandwidth wise to a cable modem. DSL is somewhat slower than a cable modem, and in fact, in some communities is offered at 2 speeds. It also tends to be somewhat cheaper. Nevertheless, there is still ample bandwidth to implement VoIP successfully.
DSL is not affected by node saturation like cable networks, but it is distance sensitive. The further you are from your telephone company’s local switching station, the more signal degradation you will have, and the maximum distance is 18,000 feet. Telco’s can and do use remote switching stations to expand their service where they see a market opportunity.
The fatal flaw of DSL when considering the use of VoIP, is that most companies require you to subscribe to their traditional telephone service as well. Naked DSL, the unbundling of broadband and telephone service, is possible and is offered by only a few local phone companies. Perhaps because of the cable companies creeping onto their turf, and the slow but sure acceptance of VoIP in the general population, the Telco’s seem to think they need to get the money where they can.
In January ’07, the Senate reintroduced the Internet Freedom Preservation Act. One of the provisions called for, is that all broadband service providers offer consumers standalone broadband service. If this Net Neutrality bill passes, DSL could prove to be a viable option for those wishing to switch to VoIP.
Wireless networks also provide ample bandwidth for VoIP telephony, and their value is most appreciated in the life of the Road Warrior. People who constantly travel, weather for business or pleasure, are finding Wi-Fi hotspots popping up everywhere. Most modern hotels have their own wireless network, and Internet cafes are becoming an international phenomenon. Travelers that find a hotspot have the choice of using their laptop and a headset to communicate over the Internet, or to use one of the many Internet Phones found on the market today.
Metropolitan Wireless Broadband networks are also proliferating nation wide. Clearwire Wireless Broadband is a company that uses a combination of Non Line of Site (NLOS) and its own proprietary technology to cover whole cities, even regions of the country. Let it be known however, that this technology has been met with mixed reviews.
If you’ve visited a college campus recently, you may have noticed tiny antennas sticking up from the rooftops every few meters. Campuses today have their own Wi-Fi networks, allowing students, faculty and administrators to make VoIP phone calls via their laptop, or an Internet phone, from anywhere on campus.
The Cellular Networks built by companies like Verizon, Sprint, and Cingular, have proliferated all over the world and indeed blanket most developed population areas. Cell phones have been introduced by Nokia, Samsung, and most recently the Apple iPhone, that are capable of switching (in some cases seamlessly) from a cellular network to a Wi-Fi hotspot and back. However, it is the Cellular companies that control the airwaves.
Cingular Wireless (soon to be at&t wireless) already utilizes phones with quad band and Wi-Fi support, and will be the carrier for the much anticipated Apple iPhone. While the cell phone networks seem to have been dragging their feet on implementing full support of VoIP for the consumer, there are technological issues to be considered, as well as how they will profit from the technology.
Once the broadband pipe has been decided upon, there is still the issue of picking a VoIP service provider. Cable companies, Telco’s, and increasingly cellular companies all offer their own VoIP service to consumers, and since their service is over their own networks, they are in an excellent position to deal with Quality of Service issues.
You are not, however, under any obligation to use your broadband service provider as your VoIP service provider. Pure play VoIP providers, companies that offer only VoIP service, have grown in number, and could be said to be responsible for the low rates associated with VoIP telephony. Vonage, with around 53% of the residential VoIP market, is one pioneer in the industry that offers calling plans as low as $15 a month. SunRocket, Packet8, and the peer to peer VoIP company Skype, have calling plans for even less. Cable and Telco plans on the other hand, are bound to cost more, starting at around $35 or $40.
Whatever VoIP service provider you choose, and for whatever reason, the most important factor in determining the quality of the call is the quality of the pipe. Test your broadband connection for VoIP suitability at [http://www.testyourvoip.com] .
By: Michael Talbert
