IP telephony has been on the market for more than 20 years. However, it has not been until now that it has become widespread, to the point that more and more contact centers have this service.
Its main characteristic is that, instead of sending the voice in an analog way, it does so through VoIP technology, which converts the sound into data packets to transmit it over the Internet.
The main reason why IP telephony is now more popular than ever is because broadband connections are very powerful, and there are also offers that allow any company’s calls to be digitized regardless of their job and industry.
The Main Advantages of Ip Telephony are:
- Call center agents using IP phones can work anywhere with a fast-enough internet connection.
- It can be integrated with other services such as video conferencing, data exchange and messages.
- Current offerings make it a much more affordable option than traditional analog adapters, especially for companies making international calls.
- The bandwidth required to make IP telephony calls is getting lower and lower.
- Record all calls. Thus, one can analyze the way in which customers are served, how a sale is closed, or how misunderstandings are solved.
- It includes the option of integrating into web portals.
- Customers need not have to wait to be served. The system respects the turn of that call in the call queue and when it should be answered, it returns the call and establishes the communication.
- While traditional operators apply extra charges for tools like caller identification, call waiting, multiple calls or the call transfer service, IP telephony integrates all these services for all customers without any additional cost.
How does IP Telephony Work?
Thanks to IP telephony we can have a fixed telephone with any Internet connection without having a previously installed telephone line, so this solution is ideal for all those areas where there is no cable, as long as Internet connection is available such as Satellite, WIFI or WiMAX.
An IP telephony system is broadly made up of a client, a server, and gateways. The client is the one who makes the calls through a computer connected to the internet, this information is encoded by the servers that will be in charge of routing the data packets.
Gateways are in charge of establishing communication between the VoIP network and the IP or conventional telephone network. As IP telephony works over the Internet, you will need a minimum of bandwidth to enjoy calls.