VoIP is Changing the Way Companies Engage with Employees and Customers

See how VoIP can improve your business’ communications.

Voice over Internet Protocol (VoIP) is a technology that permits the transmission of voice calls over the Internet, bypassing the traditional copper-wire infrastructure that is sometimes referred to as Plain Old Telephone Service (POTS). From the user’s point of view, the call experience is essentially the same. The only difference is that the call quality is digital rather than analog. From a business perspective, VoIP represents two advantages over POTS: First, since VoIP is a cloud-based technology, it allows companies to shift away from capital expenditures on POTS infrastructure to an operating expense model using existing broadband infrastructure. This frees companies from their dependence on expensive physical devices for business communications. Second, VoIP comes with an inherent redundancy and failover functionality. A web-based portal is used to manage call routing and flow so that all call data are recorded and can be acted upon. Furthermore, employees can access the web portal from anywhere in the world, adding another layer of flexibility.

Before VoIP, a company that made a lot of phone calls to customers would have had to subscribe to multiple expensive telephone services to meet their communications needs. Separate subscriptions would have been required for network management, maintenance, service upgrades, long-distance calling, video calling, conference calls, and other Unified Communications (UC) services. With VoIP, all of these services are bundled into one web-based platform for a single monthly fee. Using VoIP, small- and medium-sized enterprises can use multiple communication channels that were previously too expensive and therefore only accessible for large enterprises.

Since VoIP bundles these advanced features into one platform, it helps companies decrease overall business expenses. But VoIP also reduces expenses associated with other business functions. For example, video and conference calls can reduce the need to travel for in-person meetings.

Just as crucially, VoIP services can increase productivity by improving collaboration and streamlining costumer data collection. VoIP makes it easier for employees across separate locations to communicate through a variety of interconnected channels. A web-based portal, which can be accessed by authorized employees from any location, aggregates customer information in one place, so that employees can easily view past email communications, for example, while on a voice call with a customer.

In addition to the top- and bottom-line benefits of VoIP, it can also help mitigate risks. When using VoIP, voice is converted into small packets of data that are transferred through the Internet to the other users on the call and converted back into voice traffic. VoIP calls can be made using a computer with a headset, a tablet, a smart phone, or on a normal telephone connected to the Internet. Calls can be transmitted over a broadband connection, or alternatively over Wi-Fi and cellular LTE networks. This flexibility creates a layer of redundancy and failover functionality. For example, a power outage that leaves a company without phone and Internet access could be seriously detrimental if they are reliant on POTS. But with VoIP services, systems can be configured so that calls are automatically forwarded to cell phones or other company locations, avoiding any potential downtime.

Interested in learning more about how VoIP can improve business communications? Please download our White Paper to read about the Evolution of Voice Communication and the Replacement of POTS with VoIP.

We also invite you to contact us to discuss how VoIP can streamline interactions between employees and with customers.

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