Introduction to VoIP: The key technology behind stable, high-quality calls

All you should know about VoIP and the key reasons to start making your calls over the internet.

Blog PostsCloud Contact Center Software
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Flexibility and reliability are increasingly important assets for contact centers. VoIP provides many benefits associated with them, such as the ability to make calls from anywhere without having to worry about glitches in the network. VoIP-based calling improves the cost-efficiency, flexibility, effortlessness, and versatility of your contact center operations. But what exactly is VoIP, and how can you get started with it?

We’ve listed all you should know about VoIP and the key reasons to start making your calls over the internet.

What Exactly Is VoIP?

VoIP stands for Voice over Internet Protocol. VoIP means transferring calls over the internet instead of traditional telephone lines or GSM infrastructure. Most people are already using VoIP calls to some degree, as good examples of everyday use of VoIP are WhatsApp or FaceTime calls.

In a CCaaS (Contact Center as a Sevice) system, contact centers can use VoIP to make calls via the CCaaS system provider’s network. VoIP requires a fixed internet connection with a minimum speed of 100 kilobits per second to ensure stable and high-quality audio. VoIP is already widely used among contact centers, as it has several significant benefits.

What Are the Benefits of Using VoIP for Contact Centers?

VoIP is easy to use – it doesn’t require any additional accessories on the computer. No new hardware is needed as VoIP uses the company’s existing internet connection.

VoIP brings stability. It provides quality call coverage even in areas where GSM coverage is weak as long as a stable internet connection is available. Backup connections can also be easily used if one operator faces disruptions in their network, so you are less reliant on the telecommunication operator’s connection issues. Stability means better quality of service than traditional telephone network services.

Flexibility is a natural consequence of using VoIP. Making and receiving calls from anywhere with an internet connection is guaranteed. Agents can safely work from home, for example. VoIP allows you to make and receive calls from a computer, tablet or smartphone. You can take your virtual phone number with you instead of being fixed on a specific device. This allows remote work and plenty of added flexibility for contact center teams.

Scaling VoIP resources up or down is easy. You can quickly accommodate changes in the number of agents, for example. VoIP systems are also highly integrable: integration with other business systems, such as CRM, can be done effortlessly.

VoIP comes with additional features familiar to traditional calls. These include call forwarding, voicemail, and conference calling. It also has unlimited potential for future advanced features.

Operative functions, such as call monitoring – including listening in and whispering –, reporting and analytics are essential to running a successful contact center. As the data of VoIP calls is saved on the same platform as all your other functions, you can use VoIP easily to develop these operations. Additionally, VoIP allows the use of separate dialer modes, which will help you achieve greater efficiency and a higher degree of customisation in your calls. These factors make VoIP the superior choice of call technology.

What Are the Costs of Using VoIP?

VoIP is cost-efficient compared to using GSM network calls. Calls to various business numbers and abroad are generally cheaper, and internal calls can even be free. The fees of VoIP are typically not fixed monthly but are based on actual use. Usually, the billing is based on minutes called.

The upfront investment in VoIP is lower than a traditional PBX (Private Branch Exchange). A PBX is an in-house business telephone system that uses traditional telephone networks. While VoIP costs can add up after the initial investment, ultimately, VoIP offers significant savings compared to premise-based PBX phone systems.

How to Pick the Right VoIP Provider

There are multiple VoIP providers in the Nordics and elsewhere in Europe, as many telecommunications operators also provide VoIP calls.

You can also have a VoIP account from your CCaaS system provider, such as LeadDesk. Some CCaaS systems rely on operator infrastructure, but the most advanced providers will have their own VoIP infrastructure. It allows you to use the infrastructure of the CCaaS system provider and integrate the VoIP into your backend systems, such as CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning), without getting a new, separate provider.

There are several benefits to using a CCaaS system that offers their own VoIP infrastructure. LeadDesk, for instance, uses tested operator partners with a high number of users and identifies general problems with operator connections fast with several available failover options. Troubleshooting is fast and smooth, as we have established cooperation processes with operator partners. We are responsible for any troubleshooting, which means you do not have to coordinate between different parties.

When choosing the right VoIP provider, compare reliability, uptime, call quality, and security and compliance of the VoIP infrastructure.

How to Start Using VoIP

Setting up a VoIP infrastructure is simple. You only need a fast, stable internet connection and a compatible USB headset. Then you need to select a VoIP provider and set the system up. Using LeadDesk as a VoIP provider is easy because it comes with the existing CCaaS software and integrates easily.

How Others Are Using VoIP With LeadDesk

The HR solutions supplier Manpower Finland chose LeadDesk because they wanted a reliable provider of VoIP telephony. LeadDesk’s configurable, flexible Caller ID implementation and call reply routing and handling have fit their needs well.

Manpower’s operations largely depend on the cross-platform, multi-device capabilities that come with LeadDesk with VoIP. These, combined with a web-based agent interface for remote working, have made the solution the best option for Manpower. The solution is secure and compliant, which means Manpower can easily meet the demands of specific financial clients.


About the author

Colm Ó Searcóid

Content Marketing Manager LeadDesk

Content Marketing Manager at LeadDesk. Colm has several years of experience writing about customer experience and communication solutions like AI chatbots and contact center software.