VoIP (Voice over Internet Protocol) telephony is the transfer of speech and signalling information in packets via a data network or the Internet using Internet protocols. VoIP can be used for communication between two PCs as well as for communication between a traditional telephone and a PC.

The convergence of voice and data infrastructures is changing today’s telecommunications, because it enables smaller businesses to access application functionality previously available only to large organizations and enables larger enterprises to have more flexibility in their infrastructure, with the attendant cost savings. Businesses today collect and manage vast amounts of information from customers, suppliers, and others. Customer interactions contain information and insights that can help you to improve your customer service greatly. This information has great value to the organization but, to realize that value, it must be available to and accessible by those in your business who can act on it. VoIP permits the development of enterprise-wide contact management systems, which means that anyone who needs contact information can access it.

VoIP offers the following benefits:

• Uses less bandwidth than traditional circuit-switched telephony
• Simultaneous transmission of call data; packet headers contain valuable information about the transmission, which may be used for agent screen pop
• Unified messaging and Web-enabled contact centers are now possible because VoIP treats voice and data uniformly
• Easily deployed, reliable, and scalable because it uses the data network already in place.

Find out more about how to leverage VoIP in your organization by contacting us.