Voice over Internet Protocol (VoIP)

Voice over internet protocol or VoIP can be described as a telephone service, which makes use of the internet as a kind of global telephone network. The VoIP transmits voice conversations over the net or through other IP based networks. Companies which provide VoIP service are generally referred to as providers and the procedures which are used to carry voice signals over the IP network are called Voice over IP or VoIP protocols. VoIP requires are usually internet (broadband) based.

They can also be telephone based or softphone based. VoIP services which use regular telephones can be used for making and receiving calls like any other phone. The softphone based one requires the computer to make as well as receive calls. However, this also means that you can make calls from anywhere in the world from your laptop.

Unlike traditional methods, VoIP uses a packet-switched approach. The voice signal is digitally sampled and then broken up into short time segments with a fixed duration; fairly around 20 ms. One advantage of the packet based approach is that it uses compressing codes in order to reduce the size of the voice data. VoIP can change a standard internet connection into a means of placing free phone calls. By using the software, you can easily bypass the phone company and its charges completely.

These are some of the advantages of using VoIP in call centers:

Mobility- Human agents can be distributed even those working from home.

Video calling- Video calling can be of great help while the client is being given instructions about something.

Since the systems use IP networks which are widely available for transport, the cost is much less than that of its alternatives. This also saves the trouble of having separate voice and data networks as there is just one network. In short, VoIP has certain definite advantages in terms of functionality, cost and mobility.

However VoIP has its disadvantages as well.

Difficulty in sending faxes

Due to software and networking constraints in most home systems, it is difficult at times to send faxes.

Internet connection requirement

The other drawback of the VoIP service is that it relies on a separate service- the internet connection. Thus the quality and speed of the internet connection will decide the quality of the phone connection.