IP Technology

IP Technology is short for Internet Protocol Telephony that enables you to communicate by digital means over the internet.

Using IP telephony, you can combine voice, data, video, and multimedia technologies into one digitally based unified system that creates the potential for huge cost savings and increased productivity.

Is there a difference between VoIP and IP Technology?

Before we get into explaining IP Technology in a bit more depth, there is one thing to clear up.

There is a difference between VoIP and IP Technology although the two often get blurred together.

VoIP

VoIP strictly refers to Voice over Internet Protocol with the emphasis on voice.

VoIP technology essentially means you are transmitting voice over the internet and it enables those cheap (or free) phone calls through services like Skype, Google Voice, WhatsApp, Viber etc.

IP Technology

IP  technology, however, enables you to combine all forms of communication over the internet including voice, video and data and is typically used by businesses, especially call centres.

IP telephony builds on the VoIP capability and includes a range of additional software-based features running on computers to replace the infrastructure of the PSTN (Public Switched Telephone Network) which is the old analogue landline telephone system.

Put simply, VoIP can be used in a consumer or business setting, IP Technology is normally always in a business setting.

Benefits of IP Technology for call centres

Using IP Technology for your call centre provides numerous benefits including:

  • Much easier to set up a contact centre – you just need an internet connection and an IP telephone/headset.  For brand new setups, you only need one cable to each workstation instead of two which also saves money.
  • Much cheaper usage rates.
  • Flexibility – you can scale up and down easily (within minutes) to align with your workforce.
  • No expensive hardware to purchase if you opt for a fully-hosted PBX solution or if you decide to self-host, you can also potentially continue to use your existing PBX and data systems).
  • Choice – IP Technology is ‘open standard’ meaning most IP systems can communicate with each other which means you don’t necessarily need to be locked into one vendor.
  • Ease of use – you can easily set up a VoIP solution without requiring an IT team.
  • Flexible working – perfect for remote/home agents where staff can be monitored and coached just like being in the office.
  • Features, features and features! Access previously unattainable technology for all but the biggest call centres including CTI, Diallers, Automatic Callback, screen and voice recordings, Skills-Based Routing, Speech Analytics and so on.

Next steps

If you’d like to find suppliers of cloud technology for call centres you can search our Business Directory or use our free CX Connect service and we’ll help you find the right suppliers for your business.

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