The VoIP service has proven its numerous advantages for both businesses and the field of contact and call centers. It is an accessible, multi-functional, budget-friendly, and high-quality communication channel, that ensures you do not miss any calls or customers. However, for those who are not familiar with communication systems, questions often arise: “What is a VoIP service?” and “How does VoIP service differ from traditional analog telephony?”
Therefore, the topic of our material will be the VoIP service: what it is, how it works, how it differs from conventional telephony, and what role the VoIP service plays in a call center.
What is VoIP Service in Simple Terms
In simple terms, VoIP (Voice over Internet Protocol) is a technology for transmitting data (audio, video, images) from one subscriber to another via the Internet or local area networks (LAN). The data is transmitted in a modified, “compressed” form, known as data packets, and then played back in an enhanced form on the other subscriber’s end.
The stable operation of the VoIP service is ensured by the SIP (Session Initiation Protocol). It manages the signal quality between two interacting points in virtual space.
In general, the VoIP service is a somewhat generalized concept that includes a number of individual protocols and data transmission standards. Let us look at how it works in detail.
How does VoIP Telephony Work?
VoIP telephony is a technology that works according to a specific sequential algorithm. According to this algorithm, an analog audio signal is fed into the VoIP service system during a call and converted into a digital signal. In other words, the subscriber’s voice is digitized, split into small data packets and decoded back into an analog signal at the destination.
To find out the details of how a call is made via a VoIP service, the following steps can be identified:
- When a subscriber dials a number, SIP (Session Initiation Protocol) defines the method for setting up a communication channel and negotiates the protocols for the exchange of information between the subscribers..
- An invite signal is then sent to the IP address (a unique numerical identifier of the device) of the private branch exchange (PBX).
- The VoIP service server receives the connection request.
- The system identifies the user, establishes the geolocation and the signal route, and determines which IP address should receive the incoming data stream, and which port number should accept the data stream.
- At the same time, the Session Description Protocol (SDP) defines the parameters for the data exchange between the communication endpoints (the protocol with which the endpoint expects the information exchange and the encoding/compression method with which the endpoint can work).
- The VoIP service program uses codecs to convert analog sound waves into digital ones and encodes them.
- The Internet provider sends IP packets with codecs via the telephone system to the other subscriber’s device.
- The subscriber receives the call in a decoded form.
The entire process takes only fractions of a second and takes place in real time, which minimizes the loss of quality.
What distinguishes VoIP telephony from other types of telecommunication?
Now that we understand what VoIP telephony is and how it works, let’s look at how it differs from traditional fixed-line telephony and communication via cell phones.
How does IP telephony differ from conventional telephone communication?
The main difference lies in the type of connection. Conventional telephone communication uses wires that are laid from local PBX (Private Branch Exchange) – automatic telephone stations – to stationary devices.
Yes, the public telephone network provides reliable communication that is accessible even without electricity. However, in modern conditions, this type of communication is impractical for business purposes (e.g. in contact centers) due to several disadvantages:
- Dependence on a specific address;
- Impossibility to work without a telephone socket and a cable connected to it;
- Lack of mobility;
- Minimal functionality;
- Expensive maintenance of the company telephone system;
- Difficulties with scalability.
It must be recognized that analog telephony is still suitable for meeting the communication needs of the older generation and for certain types of communication between government, strategic or extremely remote facilities.
How does VoIP telephony differ from mobile communication?
VoIP telephony differs from mobile (cellular) communication in that the signal of the latter is transmitted via radio channels within the cellular network, which consists of base stations (BS) located on towers and roofs of high-rise buildings. The coverage area is divided into zones and the signal can disappear if there is no tower of the operator nearby.
It is important to understand that mobile communication is impractical for the organization of call center services, especially from an economic point of view. Even the operators’ corporate rates are quite expensive. Customer service from abroad is really “worth its weight in gold” considering the roaming costs
In contrast to mobile communication, VoIP service is the best and most efficient means of communication both within the company structure and for external communication with customers.
Advantages of VoIP telephony for companies
Modern companies need excellent communication with customers and partners. The modern possibilities of VoIP telephony are suitable for organizations and companies of all sizes. Among the advantages of IP telephony for companies, the following should be emphasized:
- Communication from any device: Smartphones, tablets, computers, IP phones;
- Cost optimization;
- Multi-channel numbers: one number can be used for multiple connections, eliminating the need to purchase dozens of SIM cards;
- Free calls within the internal network: employees can communicate with each other via short numbers;
- Integration with CRM: call statistics, automatic reporting, complete control and optimization of the manager’s work;
- High-quality communication with just one high-speed Internet connection.
Considering these advantages, you can significantly increase the number of successful calls, implement mailings for customers, create IVR menus for automated customer information. These are just some of the most popular features of VoIP telephony that ensure flexible and high-quality communication with partners, customers and employees.
VoIP telephony for call centers with FMC from Global Bilgi
Global Bilgi is a leading company specializing in call center services and business outsourcing to support customers. Together with our partner, mobile operator lifecell, we offer our cloud platform for contact centers that can leverage Fixed-Mobile Convergence (FMC) technology by combining your managers’ cell phone numbers with the office’s digital VoIP telephony system.
What is IP telephony with FMC?
Fixed Mobile Convergence (FMC) is a technological solution for integrating different types of communication networks: Fixed network (VoIP telephony) and mobile telephony. This makes it possible to create a uniform network of office and mobile telephones with a common short number plan. Telephony enables cost-effective calls to employees directly via internal short numbers from offices all over the world.
Combine mobile and VoIP telephony communications with FMC across all offices and between all employees in your organisation to create a single corporate network with a common short numbering plan. Fill out the feedback form so that our consultants can answer all your questions and create a customised offer for your company!