Contact centers rely on VoIP companies to provide and manage their network of phones. VoIP has become the phone network of choice in the contact center world. The flexibility, satisfaction, and cost-effectiveness that VoIP brings easily places it ahead of hardware phone systems.
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VoIP, or Voice-Over Internet Protocol, allows users to make and receive calls over the internet. Voice data is transmitted as IP packets over a network. Using the internet as opposed to traditional phone lines has proven optimal for several reasons.
One reason why companies have chosen to go the VoIP route is because on-site phone systems (PBX) require expensive hardware onsite. VoIP hosted on a cloud only requires compatible phones. They are much less costly to maintain and install. PBX often involves on-site tech repairs or a dedicated employee to maintain the system. VoIP phone network issues can easily be fixed over the phone.
A hosted VoIP network is effortless to scale. When a contact center decides to expand, they simply add new phones onsite. It is also much less expensive. Onsite PBX networks eventually require larger servers when contact centers seek expansion. This involves tech support on location which may involve network downtime.
VoIP companies allow contact center agents the option for remote work. The workforce has evolved post-pandemic. Remote work capabilities have become standard. Now that remote work has become standard, VoIP has come in extremely useful for those companies adapting to the new work environment. VoIP gives agents the ability to access their desktops from anywhere with an Internet connection. Onsite PBX networks make it difficult to accommodate remote work requiring the use of agent desktops and customer data access.
An Overview of Services VoIP Companies Provide
Tech and maintenance support is usually included in VoIP setups. Generally, contact centers can receive help for network problems over the phone by calling their VoIP provider. This added feature is also cost effective. Onsite PBX hardware requires techs to travel to the contact center and perform repairs. Charges can quickly add up, especially if the repair is a lengthy one.
Custom App Integration
VoIP phone systems may be compatible with custom apps. CRM apps, for example, can integrate VoIP capabilities to expand functionality within the app. Agents with CRM apps can make calls from their phones using VoIP from within the app.
Auto attendants within a VoIP phone network allow customers to perform numerous self service tasks. They may pay their bill, leave a message, and even retrieve information regarding their accounts. This service helps customers save time and lightens the workload for agents. Fast resolution rates increase as only the most urgent or complex calls are routed to agents.
IVR, or Integrated Voice Response, is a feature VoIP companies offer that enhances the customer experience. Instead of needing to press keys on the keypad, customers can simply speak their selections and the IVR software records their answers. They are then routed to the right agent. IVR can be integrated into varying call center workflows including tech support. Tech support call volume is reduced as customers troubleshoot through guidance from the IVR.
VoIP phones provide companies with the option to record agent calls. This feature supports performance monitoring and coaching efficiency. Some providers also offer speech recognition capabilities. This allows users to find conversations using keywords they may be looking for.
Accurate call data plays several prominent roles in the contact center environment. VoIP companies can offer call analytic tracking to record various kinds of data. Information such as call volume averages, average handling times, or outbound attempts are all examples of call data that VoIP companies can record. This data can help contact centers with hiring decisions, scheduling, and performance monitoring.
Call center workflows vary due to different factors such as industry or region. Within each contact center lay different departments. VoIP companies often offer customizable agent desktops or dashboards. This feature allows contact centers to provide access to different apps and tools for each department. One department may need regular access to customer histories and profiles, but not necessarily to a softphone. A unified platform with customization options makes it simple for different departments to complete work using the same platform.
Determining the Right VoIP Provider for Your Contact Center
When selecting a VoIP provider for your contact center, consider the features that best enhance your current operational setup. Think about the way your supervisors gather call data. Identify the common complaints that arise from agents on the floor. The following questions can help you determine the right VoIP provider for your business.
- What industries do you support?
- How many agents do you employ?
- Do your current software programs integrate easily with others?
- What goals does your contact center hope to achieve in the next 10 years?
- What is your budget?
VoIP providers offer customizable support that fits business needs. Contact centers can select what’s best suited for their size or industry. This also allows VoIP providers to offer some flexibility with different budgets.
LiveVox as a VoIP Provider
LiveVox gives contact centers the solution to all their operational needs. Their Cloud-Based VoIP for Business platform offers IVR capabilities, robust voicemail, call analytics and reporting, and equipment. The LiveVox Unified CRM provides customizable agent desktops that include an omnichannel inbox supported by a VoIP network. Agents are able to interact with clients via text, email, and phone. Learn more about how LiveVox helps contact centers improve the agent and customer experience.
Frequently Asked Questions
Identify the needs and goals of your current operation. You can look for the features each VoIP provider offers and consider which best aligns with your company’s needs and future.
The LiveVox blended omnichannel platform is the leading choice amongst businesses. It provides outbound and inbound capabilities through text, voice, and email. All data gathered through any of these channels is accessible through the unified platform. Its ease of use, friendly U/I, and multiple benefits make LiveVox agents’ top choice.
VoIP, or Voice-Over Internet Protocol, transmits voice data as IP packets over a network. This means that users can make and receive calls over the internet. Companies like LiveVox offer numerous features along with VoIP services that enhance the customer journey and improve agent efficiency. Their customizable agent desktops, advanced analytics, and unified CRM make LiveVox the best VoIP company available.