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VoIP Basics for Beginners - VoIP Supply - ContactCenterWorld.com Blog

VoIP Basics for Beginners

WHAT ARE VOIP PHONES?

SIP stands for Session Initiation Protocol. It is a communications protocol for integrating multimedia communication sessions. VoIP (Voice over Internet Protocol) phones, also known as SIP phones, are IP (Internet Protocol) telephones that enable your internet service provider to integrate basic phone capabilities with web, email, online chat and more through IP network.

In our VoIP Phone Guide, we discuss in details about how to choose the type of VoIP phones that will fit your needs in terms of the features, functions, etc.

Note that not all headsets are compatible with your VoIP phones, so be sure to check out the compatibility guide and VoIP headset guide before you purchase!

CAN I USE A REGULAR PHONE WITH VOIP?

Absolutely! A VoIP adapter, or ATA, is a device that converts analog voice signals into digital IP packets for transport over an IP network. It can also convert digital the IP packets in analog voice streams.

Standard VoIP adapters connect to analog telephones via an FXS port. The VoIP adapter then connects to your Local Area Network (LAN) via an Ethernet cable and an RJ45 port. Some VoIP ATAs also feature an FXO port so you can connect to the PSTN. See how a VoIP adapter works in our free guide!

TYPES OF VOIP SERVICE

On-Premise vs Hosted VoIP Service

Once you’ve decided to switch to a VoIP system. The first thing you’ll need to consider is which deployment is best for your organization. There are three typical options:

  • A Hosted VoIP Service - Have a VoIP service provider host your VoIP phone system off-site
  • An On-Premise Phone System - Host and maintain your own VoIP system
  • A Hybrid Phone System - Combine both hosted and on-site solutions

Learn more about the types of VoIP systems here!

Finding your ideal service provider doesn’t have to be a hassle, follow our guide here to avoid risky providers and find the right level of service you need.

VOIP NETWORK EQUIPMENT

VoIP Gateway

A VoIP gateway is a piece of hardware that bridges an IP network and the PSTN. Depending on where the voice traffic originates, it will convert the voice traffic into the proper form for receipt by the destination network.

There are two main types of gateways: Analog and Digital. Follow our VoIP gateway guide, you will be able to find the right solution for your application!

Do I Need a Session Border Controller?

A Session Border Controller (SBC) is a powerful user agent device that sits at a point of demarcation for SMB and Enterprise businesses to provide services such as call control, security, interoperability and voice optimization. An SBC offers:

  • Unique Inspection capabilities and encryption to protect against attacks.
  • The ability to connect to multiple carriers and select which carrier to route a call through based on call cost ( cut down your phone bills!)
  • Sophisticated call processing algorithms to improve your call quality

Check out our SBCs guide to learn about the types of SBCs and important features.

MORE TO CONSIDER

WiFi Phones vs DECT Phones

Wireless VoIP phone frees you from the constraints of wires. These VoIP phones either have a built-in WiFi or DECT transceiver unit that connects to an access point or base station. If you need a wireless solution, you have to decide which type of wireless VoIP phone is right for you. WiFi VoIP Phones or DECT VoIP Phones? Download our free wireless VoIP guide to find out!

IP Paging and IP Cameras

Depends on your industry and organization, there might be some other VoIP equipment you would want to consider. For example, some educational institutions need an IP paging system to stay connected with their students, parents, and faculty; some nursing facilities require secure IP cameras to ensure patient safety.

Ready to learn more? Download our VoIP guides for specific topics and keep learning!

Source: https://www.voipsupply.com/blog/voip-insider/voip-basics-beginners/

Publish Date: June 28, 2018 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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