VOIP : Communication Becomes Easier With VOIP

Do you want to utilize your Internet network more efficiently at no extra cost? Think VOIP! The Internet has proved to be a boon in many ways since its emergence and Voice over Internet Protocol (VOIP) can be counted among the advantages it offers. It involves using a single network for voice and data.

VOIP is also known as Internet telephony, Voice over Broadband, and Broadband telephony. It is a system that involves routing conversations over the Internet. Any other IP-based network may also be used for the purpose. The benefits and the drawbacks of VOIP are as follows:

Advantages

• You can receive calls on your VOIP phone even when you are on a trip. Just carry the phone; whenever you connect to the Internet you can receive calls
• VOIP to VOIP calls under most packages are free; VOIP to PSTN calls are, however, charged on the VOIP user
• Calls are treated as local calls. For example, if a call centre agent based in India calls a customer in New York, the call will be local.
• Some service providers offer free phone numbers that can be used with VOIP
• Value added services like caller ID, call forwarding, and automatic redial are included in many VOIP packages
• VOIP can integrate with audio and video conferencing as well as enable data transfer in parallel with the conversation
• Pre-paid cards can be available

Shortcomings

• It is difficult to send faxes
• VOIP is entirely dependent on the quality and the reliability of the Internet connection; poor Internet connections can lead to low call quality and echoing
• On VOIP phones, you cannot make calls during a power cut, but you can receive calls
• It is difficult to identify the geographical location of the users and, therefore, to route emergency calls to the appropriate local call center
• It is possible to eavesdrop on VOIP conversations because most services providers do not offer encryption
• Caller ID information can be modified or spoofed and this can make it difficult to trace the caller

VOIP shortcomings are not insurmountable, for example, you can buy VOIP phones with a battery backup to ensure connectivity even during power outage. Similarly, business-grade VOIP services do not always rely on the Internet. They offer T1 connections, so you don't need to worry about Internet speed and reliability.

VOIP phones are increasingly being used by migrant workers and travelers who do not have a fixed phone and do not want to use their mobile because of high roaming charges. However, it is also true that mobile phones are gaining increasing popularity among people in general, and many people use only mobiles and have no landline connection.

A fast and stable Internet connect is the primary prerequisite in this case

Recently, companies try to influence their investments in IP telephony and voice recording. In fact, many companies and organizations prefer recording significant calls for liability management, assurance, quality, security issues and regulatory requirements. IP call recording is a sophisticated style of recording. It is absolutely different from traditional call recording that captures the voice and extracts the data by tapping from telephone extensions or from PSTN trunks that enters from the central office. IP recording is based on software and is usually less expensive than conventional recording as it does not tap the phone lines and requires only few servers.

IP call recording has various advantages in comparison to traditional recording systems. Some of the advantages of IP telephony comprise reduction of overhead costs; assist flexible scheduling requirements and an option of selecting from a wide range of skilled agents. All this can be done without any limitations of geographic boundaries by installing home agents. IP recording as well as the centralized call quality management and training ensure identical levels of quality control with brand protection. Owing to its centralized recording as well as system administration competence, IP call recording is the ultimate for organizations with branch offices, satellite locations or for employees working from home. IP call recording facilitates centralized recording in widely spread organizations. Administering the system on the network from anywhere makes IP call recording more prominent. Centralized IP call recording is cost effective as it eliminates the installation process, administration and management of system at branch locations and facilitates efficient monitoring of home-based employees and remote area branches as well.

IP call recording can be easily moved or changed by adjusting the software. It does not involve modification of wiring or alterations in PBX program to record various telephones unlike the TDM environment. The IP call recording system has gained impetus due to its flexibility and mainly owing to the fact that it does not require installation of wiring to each telephone to capture audio. Besides, any alterations in a TDM environment are very expensive, time-consuming and intricate. But, basically an IP call recording solutions need software licenses and configuration to point-and-click.

In the contemporary world of today, competing with the global economy, many organizations are re-engineering their voice infrastructures to IP call recording. They have started viewing IP call recording as a logical choice to accomplish increased productivity from congregated messaging. As it also plays a vital role in reducing the management costs as well as in deployment owing to the single wiring infrastructure they are preferred more. Generally, recording solutions were implemented in few industries such as public safety and financial services as for them recording is crucial to observe the state regulations and for risk management. And, today recognizing the advantages of recording calls many industries and organizations are opting for IP call recording to ensure quality, liability as well as for regulatory purposes. IP call recordings have made the interaction recordings a practical proposition that many organizations that were reluctant to record owing to the heavy expenses and implementation complexity now see new vision and flexibility in IP call recordings.

Comprehending IP Call recording options is essential if you decide in investing in IP call recording. Though IP call recording is simple to implement, one has to comprehend the various ways of recording the interactions. The perfect solution for your specifications depends on determining the call volume, the channels deployed and the rationale for recording.

About Promero, Inc
Founded in 2001, Promero www.promero.com is a Certified Partner in the Oracle Partner Network and is a leading application service provider of Internet-based call center, CRM and lead management software. Promero’s products include Oracle’s Contact Center Anywhere [a hosted virtual call center/predictive dialer software], ProStar CRM, Smart8 Call Routing and ProStar Lead Manager.

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