A VoIP call centre fulfils all the functions of a switchboard and much more. Indeed, VoIP allows professionals to benefit at a lower cost from features otherwise reserved for large companies, such as the interactive voice server, to receive and distribute incoming calls. IP telephony also enables unified messaging (reception of voice messages directly to the mailbox).
IP telephony offers a certain flexibility and availability that is particularly palpable for companies, particularly for structures employing teleworking, mobile or multi-site employees. Likewise, as the sets are no longer physically connected to lines, IP telephony allows users to keep their numbers when they are on the move.
Increased productivity for teams
Thanks to the Business Phone system, users can create differentiated mailboxes according to the day and month or even set up a “click-to-call” function. IP telephony therefore saves considerable time and increases productivity for employees who spend a large part of their day on the phone. Therefore, for using the services one can look to the phone.com alternatives as well as for others.
Reduced intra-company telecommunications costs
Calling plans can reduce telecommunications costs by up to 75%. Indeed, the switch to VoIP requires an initial investment and a limited deployment time. The assistance procedures are relatively simple, thanks to a single computer network pooling Voice and Data.
In addition, with an IPBX solution, intra-company calls are free, including calls between employees located in different offices.
Even if these are reduced, VoIP requires an initial investment and the presence on site of the equipment necessary for its operation: IPBX switch, networks and IP telephones.
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Maintenance managed externally
In general, VoIP solutions require the subscription of a maintenance contract which can prove to be costly. Each modification requires the intervention of a technician, which slows down internal developments.
Sound quality dependent on network quality
Two of the problems that companies using IP telephony may encounter are the quality of voice retransmission and latency delays. In addition, it happens that some of the pieces of the conversation are missing (packets lost during the transfer).
With VoIP, communications are carried out from IP-Phone to IP-Phone or from PC to PC, making exchanges difficult for employees on the move (professional meetings, teleworking, business trips, etc.).
Possible security breaches
Security remains the main Achilles heel of IP telephony. Indeed, telephony over IP is subject to the Internet network. Companies using VoIP technology may fear:
- Denial of service (network saturation following an external attack)
- Espionage (eavesdropping, information theft, etc.)
- Diversion (fraudulent outdoor use of lines)
A fully VoIP approach is nevertheless recommended to take full advantage of the benefits of all IP. The only limitations that may force you to stay on VoIP solution are as follows:
- If your internal network does not have RJ45 cabling
- If you’ve made massive recent investments in non-IP phones
- If your internet network coverage is of poor quality
- This last barrier tends to disappear with the improvement of the internal content at a very high speed.
In which case to choose a VoIP solution?
VoIP offers new advantages to companies at the economic, functional or organizational level. It is particularly recommended for companies to do most of their communications internally. By using the company’s internal network, employees will be able to communicate with each other unlimited and free of charge.
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