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 Voice Over Internet Protocol’
VoIP Technologies in the Philippines
March 7th, 2010Voip New Wave Of Internet Telephony
March 5th, 2010
Since the last few decades the field of technology has seen an incredible development. Talking about the technology, the latest technology nowadays is the VoIP (voice over internet protocol). It provides you a combination of conventional phone services and high speed internet. A single broadband connection through the Speakeasy along with an adapter is all that required for enjoying the services provided by the VoIP. In other words VoIP has quiet a simple setup and thus it makes VoIP worth spending money on. The VoIP phones are well known for their excellent features and qualities.
VoIP allows you to make and receive all your calls without any hurdle once you have setup your VoIP services. Tackling problems of VoIP is quiet easy as the customer service is incredibly good, as nowadays one has to go to many people to get the problems related to their gadgets solved. This is one advantage that VoIP has over other similar services. Voip has generated much publicity with its application in the ITES industry. Quality of voice on this platform is much better especially in the case of long distance or international calls, where the routing of the call through sattelite infected the call with delays.
The feature of VoIP wifi phones.
The technological advancement has introduced a new dimension in the field of communication. For instance the WirelessIP5000 wifi VoIP phone is one of the most popular among the wireless IP phones. It provides an IEEE 802.11b wireless IP network which gives the user access to clear voice communication. Call center industry catering to the consumer based markets, have found this tool as very useful. The ease of interacting with the person sitting at different part of the world, without compromising on the quality, has generated new markets for it.
Along with the various features and functions of a regular phone, the VoIP wifi phone also has the capability to put together the various qualities and features of an analog IP phone over the data communication system.
ZyXEL Prestige 2000W v2 WiFi VoIP phone is another most sought after VoIP wifi phones. Like the former one mentioned above this phone also has great features and benefits. It provides a low cost of the calls made and received along with high voice quality. It also provides mobility with IEEE 802.11b wireless standard compliance. For its easy use it also provides Support Auto Provisioning. As mentioned above earlier its communication costs are low as compared to the others and also have an excellent mobility. In order to increase the accessibility for the mobile users, there is also a travel charger design which proves to be of great help.
It is without any doubt the most reliable, it is fun to use and also is cost effective. Your search for the best phone will now become easier as these kind of phones are easily accessible and can be found in any of the electronic outlets or retails.
By: David Faulkner
Who’s Afraid Of The "Big Bad VoIP"?
March 2nd, 2010
So many people today are still afraid of the ever elusive VoIP — Voice over Internet Protocol. What makes them afraid? It’s new technology; technology that might make them step out of their comfortable little boat called POTS — Plain Old Telephone Service into new uncharted waters. No matter what the fear, new technology can be, and has proven to be, a great thing.
Take a look at the history of cell phones. According to Mike Singh’s Ezine article, The History Of Cell Phones — How Did The Cell Phone Come About?, the concept of cell phones started in 1973, by a scientist named Martin Cooper. People were initially apprehensive about cell phones. What? Use a phone while I travel? Preposterous idea! It couldn’t possibly work! But guess what…it does, and now cell phone usage is almost the main source of telephone contact that people use. According to Andrew Clogg in an accuconference blog, “cell phone usage in the US has increased from 34 million to 203 million in the last ten years.” Consumers are now riding the wave of cell phone technology. They can’t live without it, and most people feel naked without their cell phones. Even now if you look, you can see consumers in their cars or walking down the street appearing to converse with themselves, but if you look closely, you will see a little device attached to their ear. What is this device? It is new cell phone technology that allows the consumer to have their hands free for other activity.
How does VoIP compare? VoIP has proven to be a new technology that can make lives even more simple, and consumers are catching on. VoIP News, has stated, “…NPRG [New Paradigm Resources Group] estimates that there are approximately 6 million VoIP users in the United States. It is expected that this number will climb to 9 million users by the end of 2006 and 24 million by the end of 2008.”
VoIP technology was developed in 1973 through ARPANET, the Advanced Research Projects Agency in the Department of Defense. Then, a company called Vocaltec produced the first VoIP phone software that could be used by consumers in 1995 called “Internet Phone.” How does this new technology work? Voice packets run over a consumer’s high speed internet connection to any phone whether it is a call to a VoIP line, cell phone, or POTS line, anywhere in the world.
Why use VoIP? The real question is why shouldn’t you? VoIP is technology that you can take with you anywhere you go and can be used in conjunction with a cell phone or landline. You just plug your VoIP adapter or router into a high speed internet connection, and you’re ready to make calls. You can even take your phone number with you wherever you move to. That is something you cannot do with your traditional landline phone service. Other perks: the monthly cost is so much cheaper than a normal landline or cell phone, the features are better, you can forward all your calls from home or the office to your cell phone or any other phone when traveling so that you don’t miss any calls, there are little to no per minute long distance charges, there are no exorbitant taxes because the service runs over the internet, international rates are extremely cheap, and the list goes on.
There is no need to fear the “Big Bad VoIP.” Just grab hold and enjoy what this new technology can do for you.
© 2008 Mconnect, Inc.
By: Lisa Evanock
