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 ‘Voip Technologies’
VoIP Technologies in the Philippines
March 7th, 2010Learning the Basics of VoIP
January 10th, 2010
If you have been paying large long distance phone bills, it’s time to introduce you to the VOIP basics. Voice over Internet Protocol (VOIP or VoIP) is the latest telecommunications internet technology. It will allow you to make long distance calls over your internet connection, bypassing most, or all of you your long distance provider’s charges.
However, several large telecommunications companies have caught on to the growing trend for consumers to bypass their charges, and have reacted by offering packaged services that include your regular, local phone line service and the VOIP service that will let you place calls over the internet.
When discussing VOIP basics, it’s important to realize that there are actually 3 types of VOIP technologies that are currently in use. The first is called ATA or Analog Telephone Adapter technology. The ATA technologydoes exactly what it sounds like; it takes the analog signal on your regular telephone line and translates it into a digital signal. T
hat digital signal is then sent via the internet. This is the type of service that the large telecommunications providers are offering. They will mail you the ATA and you can set it up easily on your own.
Another of the technologies that is necessary for understanding VOIP basics still has to do with the phone itself. Instead of using an adaptor to change a regular phone into a VOIP compatible one, you purchase a phone that is designed for making VOIP calls. But that phone won’t plug into a regular phone jack (RJ-11). It will have to be plugged into an Ethernet connection (an RJ-45 jack or a spot on your router).
The necessary hardware and software to make a VOIP call is included in the phone itself.
The third technology involved in learning VOIP Basics is the most exciting for the average consumer, as it doesn’t require a monthly service charge from a provider in order to make free business long distance calls. It is computer-to-computer VOIP service. In this case, you download free or purchase low-cost software that turns your computer into the phone.
In addition to the software, you’ll need speakers so you can hear the other party, a microphone so you can speak to them, a sound card in your computer, and a preferably high-speed internet connection so the signal can travel fast enough to avoid delays in what you or the other party hears.
The person you call doesn’t need to be talking to you over a computer; a regular phone will work just fine. You can use the service on your end to make calls to anyone, anywhere without a charge.
Now that we’ve looked at the VOIP or also know as voice over internet protocol, you might be interested in trying it for yourself. But what you don’t realize is that you most likely already are.
Telephone companies have been using the technology for several years in order to route the mass number of calls they receive more efficiently over their networks.
But to try VOIP at home, download software at sites such as skype site. If you already have the needed items mentioned above (speakers, microphone, sound card and high-speed internet connection), you can be making calls in as little as 5 minutes.
By: Van Theodorou
