VoIP service providers are tech companies that give other companies such as call centers the ability to run their phone network off-site on a cloud. VoIP, which stands for Voice Over Internet Protocol, allows call center agents to make and receive phone calls over the internet. VoIP service providers offer their services for a monthly fee, and depending on the package a call center chooses, offers numerous features and benefits. Many call centers have transitioned to cloud-based phone systems due to their flexibility, efficiency, cost-savings, and scalability.
On-site PBX phone systems are the traditional setup that call centers once used. Although some still use on-site phone systems, many have transitioned to virtual setups because the former is expensive to maintain, difficult to scale, and incapable of accommodating remote workers. On-site PBX phone systems require specialized technicians to repair IT problems. Since those techs may not be available all hours of the day, call centers that use on-site PBX systems risk experiencing long periods of downtime. Some companies hire IT staff that specializes in troubleshooting equipment repairs specific to their brand of equipment. However, that option can prove even more costly.
VoIP service providers give call centers all the traditional features an analog phone has such as call waiting, call forwarding, caller ID, and transfer capabilities. Providers give customers access to their own online account portal. Through their personal portal, users can make adjustments to their account without having to call in and talk to a representative. VoIP service providers are also remote-work friendly, allowing agents to work from anywhere with an Internet connection.
More VoIP Provider Resources for Call and Contact Centers
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A VoIP system is able to transfer and transmit voice as data over the internet and transfer that data back to voice for the receiver. This means that a VoIP system only needs an internet connection for calls to be made, so less hardware and the VoIP service provider usually conduct the maintenance and upgrades to the system.
It is important to note that there are no speed differences between PBX vs. VoIP systems.