Everything You Need to Know About VoIP Call Centre Solutions

Everything You Need to Know About VoIP Call Centre Solutions | Landline phones dominated as the primary means of communication in both homes and companies for many years. This was particularly true for call centers, where landlines constituted the bulk of the company’s revenue. However, conventional phones are being phased out by corporations nowadays.

Modern call centers should not use antiquated landline telephone networks because of the various advancements in communication technologies. In its place, Voice Over Internet Protocol is being adopted by many contact centers (VoIP).

Who knows why? In this article, we’ll discuss why VoIP is the ideal choice for your call center. Also see:- Top 3 Call Centre CRM Software to Streamline Your Calling Productivity

What are VoIP Call Centre Solutions?

Voice over Internet Protocol, or VoIP, is referred to by this abbreviation. With the help of this technology, users can place and receive phone calls without a regular phone line by connecting to the internet. Voice over IP is not the ideal business communication method on its own, but when combined with a virtual PBX (private branch exchange), which adds features like voicemail, call routing, and more, it can be highly effective.

A VoIP call center is a call center that uses VoIP in order to handle a greater volume of calls using digital telephony. In addition to this fundamental definition, there are numerous other ways that call and contact centers might use VoIP technology to handle both incoming and outgoing calls.

Benefits Of Having A VoIP Call Centre Solutions

VoIP may, in short, make your call center more productive and enhance customer satisfaction. But first, let’s explore the benefits of VoIP for your contact center.

1. Reduced Prices

Let’s start with the most important one, which is probably cost, so that we may go on. VoIP calls are unquestionably less expensive than calls made via regular landlines. For instance, Twilio charges $0.0130/min for local and toll-free calls, but VoIP calls made through a browser or app cost $0.0040/min. This indicates that converting to VoIP will still result in financial savings for your company, despite the additional expenses that we’ll discuss next.

The main expenses of a VoIP contact center, aside from labor, are use fees and a dependable internet service (which you probably already pay for). This eliminates the necessity for exorbitant new equipment purchases and the hassle of setting up a wired phone infrastructure. Additionally, if you switch from a traditional phone system, you might be able to continue using your current phones or headsets, though some landline phones might require an adapter.

2. Flexibility
VoIP systems provide versatility in a few different ways, including:-

• Devices:- VoIP calls can be placed on a variety of devices, including desk phones, desktop computers, laptops, and cell phones. As a result, you may start using your present gear or even allow agents to utilize their own devices as VoIP call center phones.
• Locations:- Whether you have several offices or a remote workforce, your agents may make and take calls from anywhere as long as they have a reliable internet connection. Additionally, since your phone number is virtual, you can use it everywhere you go.

3. Scalability

Once your VoIP system is set up, expanding it as your needs change merely requires you to buy more lines and grant new agents access to their devices. In other words, there’s no need to add wired phone lines or acquire new hardware. Because you don’t have to make significant infrastructure investments to extend your program, this results in lower expenses.

4. Advanced Capabilities

VoIP systems give sophisticated functionality that a landline system is unable to deliver. This normally contains all the essentials—call forwarding, caller ID, voicemail, and call tracking—plus extras like IVR and intelligent routing.

Additionally, you may combine your CRM with your VoIP contact center, giving your agents access to customer data, purchase history, and all the context they require to deliver individualized service. This is essential because, according to 98% of businesses, personalization fosters greater client loyalty.

Three Implantation Approach of VoIP Call Centre Solutions

1. On-Premises VoIP Call Centre Solutions

VoIP can be used as a like-for-like replacement for traditional phone line connections in contact centers that want to maintain the traditional approach (with each agent dialing and receiving calls from a single device while working in an office). In other words, audio communications are a big part of this strategy’s focus.

In this configuration, call center employees are based in one place and often use VoIP-capable desk phones or a softphone application that is installed on computers and supported by headsets. A system installed on-site handles call distribution and routing. VoIP uses SIP trunking to connect to the Public Switched Telephone Network so that it can make calls to normal landlines.

When VoIP phones are used, a call center’s phone system has more functionalities in addition to the capability of a traditional system. In addition to handling call queues and voicemails that may be configured to work with an auto attendant, it enables contact centers to route thousands of calls placed to a single phone number to numerous extensions.

2. Hosted VoIP Contact Centre Solutions

Of course, information other than voice or audio can also be transferred through an internet connection.

As a result, contact centers now have the option of using a more unified communications solution, which combines VoIP service, video calling, instant messaging, and SMS functionality. Even better, you can set it up to handle social media messages using the VoIP contact center workspace.

3. Cloud Solutions

A cloud contact center solution doesn’t need any hardware that is kept on-site. Instead, contact agents connect to it via the internet from remote servers housed in cloud data centers.

On-demand unified communications* services are made available by the processing, networking, and storage capabilities offered by cloud solutions. Because of this, cloud-based calling may be quickly installed by both major corporations and small organizations, and it doesn’t need to be managed by expert technicians or IT teams.

There are service providers who have disproved the common belief that cloud-hosted solutions are less dependable than conventional on-site communication choices.

3 Best VoIP Call Centre Solutions

1. CloudTalk

The majority of contact centers can use CloudTalk, a VoIP phone system that is cloud-based and able to service businesses with up to 500 employees. If you wish to employ conference and trunking functions, an IP-PBX is highly advised, and CloudTalk makes these features simpler.

Additionally, CloudTalk provides a mobile app that enables users to establish direct audio and video connections to numerous conference rooms. Cloudtalk can help you enhance the client experience while also increasing team productivity and efficiency. However, some consumers have reported call recording glitches as well as delays in moving their phone numbers to the new system.

Key Features of CloudTalk VoIP Call Centre Solutions:-

• Voicemail Transcription: Yes
• Software Phone: Yes
• SMS: Yes
• Automatic Call-Back: Yes
• Call Monitoring: Yes
• Call recording: Yes 
• Voicemail to Email: Yes
• ACD: Yes
• IVR: Yes
• Freephone Option: Yes
• Video Conferencing: Yes
• Free version: Trial only

2. DialPad

Businesses can get an all-in-one VoIP solution from Dialpad that doubles as a unified communications platform. From a single application, it provides everything from voice conversations to messaging to video conferencing.

On the negative side, even when protocols are followed correctly, there have been complaints of significant delays in number transfers. The system occasionally fails to notify users of a call, but does so by informing them that they have missed it. Another issue that users have noted is sporadic lags in call quality.

Larger companies, especially those that operate internationally, should use the top tier since it provides round-the-clock assistance, a wide range of connectors (including CRM), and support for local dialing in more than 50 countries.

Key Features of DialPad VoIP Call Centre Solutions:-

• Voicemail Transcription: Yes
• Easy setup and admin: Yes 
• Software Phone: Yes
• SMS: Yes
• Automatic Call-Back: Yes
• Call Monitoring: Yes
• Live coaching: Yes 
• Omnichannel options: Yes 
• Call recording: Yes 
• Voicemail to Email: Yes
• Call history access: Yes 
• Freephone Option: Yes
• High encryption levels and data security: Yes 
• Video Conferencing: Yes
• Free version: Trial only

3. 3CX

A VoIP PBX (private branch exchange) service called 3CX also has live chat and video conferencing capabilities. The key selling point of 3CX is that it offers free VoIP services for small businesses as well as larger organizations, despite the fact that the tiered pricing model can be a little perplexing. However, if you are a startup or small business with a tight budget, this can be a viable option for you.

You can get features like mobile apps, limitless extensions, and up to 25 people for web conferencing with standard plans. Higher tier plans can include tools like Office 365 and connectors like CRM in addition to increasing the number of web conference participants.

Key Features of 3CX VoIP Call Centre Solutions:-

• Voicemail Transcription: Yes but only at the pro or enterprise level 
• Easy setup and admin: Yes 
• Software Phone: Yes
• SMS: Yes
• Automatic Call-Back: Yes
• Call Monitoring: Yes but only on the Windows option
• Omnichannel options: Yes 
• Call recording: Yes but only at the pro or enterprise level
• Voicemail to Email: Yes

How to Choose VoIP Call Centre Solutions?

Knowing the benefits, features, and platforms for simplified VoIP communications will help you choose a provider, so make sure you know what to look for.

Think about things like:-

• Service Level Agreements (SLAs) and guaranteed uptimes, as well as accessible help channels and onboarding assistance
• Third-party integrations that are available, communication APIs, and developer support
• Compatibility with hardware already in use
• Seat availability and general scaleability
• Current user opinions

Do you believe we overlooked anything? Feel free to respond in the comments area.

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