Voice over Internet Protocol (VoIP) is a technology that enables the transmission of voice and multimedia content over the Internet or other IP-based networks. It has revolutionized communication by providing a more cost-effective and flexible alternative to traditional telephone systems. It offers numerous advantages, including cost savings, scalability, and advanced features. If your organization still uses POTS lines (Plain Old Telephone Service), it’s time to change. And we’ll help you make that transition quickly and smoothly. You’ll be incredibly impressed with what the new VoIP can do compared to your old phone lines.
VoIP is generally less expensive than traditional landline phone services and can quickly scale to accommodate a growing number of users.
It offers flexibility that your team will appreciate. They’ll be able to make and receive calls from various devices such as smartphones, tablets, laptops, and IP phones. It can easily integrate with other communication tools, such as email and messaging platforms, and offers portability that remote and traveling users appreciate.
In addition to simple conversions from POTs to VoIP, we offer hands-on expertise in designing and deploying Unified Communications. Unified Communications (UC) and Unified Contact Center (UCC) are two related concepts in communication and collaboration technologies. While they share similarities, they have distinct focuses and purposes within an organization’s communication strategy.
Unified Communications (UC)
Simply put, a single communication solution; linking a laptop, a desk phone and mobile phone to one number. Unified Communications can enhance productivity, streamline communication and deliver a seamless experience for internal and external communication. In addition, users can view the availability status of colleagues, send text messages within the platform, initiate voice and video calls, and manage voice mail. The system can also support audio and video conferencing and can be integrated with some CRM systems. This is all due to the VoIP technology.
Unified Contact Center (UCC)
A platform made possible by VoIP, is designed to manage customer interactions across multiple communication channels, including emails, web chats, social media, and more. This should be considered if your organization has a customer support call center or the like. Additional capabilities you’ll find interesting include:
Automatic Call Distribution (ACD): Calls are routed to the appropriate agents based on predefined rules and criteria.
Interactive Voice Response (IVR): Automated voice menus guide callers to relevant information or departments.
Agent Performance Analytics (APA): UCC platforms offer insights into agent performance, call metrics, and customer interactions.
Outbound Dialing: UCC systems can facilitate proactive customer outreach through features like outbound dialing campaigns.