The way we communicate has changed several times since the invention of the telephone, but most of the times we were only dealing with variations on the same theme: automated switchboards, digital telephony, cellular telephony. But now there’s a new standard emerging in telecommunications: VoIP. VoIP, or Internet telephony, has been rapidly growing in popularity the past few years. It seems to have come at a very opportune moment, since broadband is more and more often people’s preferred way of connecting to the Internet, and since most Internet users are already familiar with instant messaging programs.
Can VoIP be a viable solution to your company’s telecommunications needs? Judging by the growing number of businesses crossing over from PSTN to VoIP, we can infer an affirmative answer. The enhanced efficiency of VoIP compared with PSTN is also proved by the many companies deciding to replace their telecommunications infrastructure. Statistics show that customer service response can increase by up to 50% as a result of the streamlining capabilities of VoIP. Integrated Voice Response systems enable seamless routing of calls to the department and the agent that is most suitable for handling them. Furthermore, the ability to incorporate audio, video, and web-based features into one application is another productivity catalyst. Adding new phone lines is much simpler than in the case of PSTN - and if you have a wireless network, things are even easier. If VoIP continues to develop at the same rate - and there are good reasons to believe that it will -, PSTN might soon become associated with the 20th century, leaving the 21st to Internet telephony.
In today’s business environment, success is often dependant on effective communication. Most of the times, communication occurs in the form of telephony, e-mail, or instant messaging. We mentioned instant messaging above because instant messenger programs were the first to offer VoIP over the Internet. Dialpad and Skype are two of the best known downloadable programs offering free calling. In time, however, with the impressive increase in both quality and demand, Pc-to-phone calling is not free anymore, or at least not unlimited (Dialpad will still let you call for free, but only in the U.S. and Canada, and the duration of each call is limited to 10 minutes). However, the fees are quite small. Other instant messaging programs have added VoIP capabilities to their offer and allow users to make free calls between computers, as long as both participants run the same type of messenger: Yahoo Messenger, MSN Messenger, Google Talk, ICQ, and AOL Instant Messenger are the most popular. You’ll need a broadband connection to get the best out of VoIP, but other than that, there are no special preparations needed. You just download one of these programs, connect a headset or speakers and microphone to you PC, and start calling your friends who use the same program.
For businesses that need to maintain steady contact with their customers, VoIP can be a very attractive option, as it incorporates all these services, thus enabling them to slash costs. Not only will they only pay for one package of integrated services, but the cost of calling is also significantly lower via the Internet than through a conventional PSTN. In other words, by using VoIP, a company can save money twice.
Perhaps the highest degree of relevance in terms of cost and efficiency can be seen in the case of call centres. Since their main activity is communication with customers, these companies will most likely appreciate the increased flexibility they can enjoy by implementing the VoIP technology.
On the one hand, because VoIP integrates data, audio, and web-based features, communication is facilitated and the quality of the services offered by the call centres can only be augmented. On the other hand, because VoIP can work anywhere there’s a broadband connection available, employees needn’t be physically located in the same place. That means companies can very easily relocate offices and they can also employ people living anywhere in the world. This has two direct consequences: first, people can be hired from countries where labour is less expensive, and second, the call centre will be able to offer 24-hour customer support without the need for anyone to work at night.
Some lines of business require employees to be mobile. In order to maintain contact with the company’s offices, these mobile workers have so far relied mainly on cell phones. This means high costs incurred when contacting the employee, as well as far less than perfect service offered to those customers who require the support provided by that particular worker. In addition to the obvious and frequently restated advantage of spending less money on communications, VoIP makes the company more customer-friendly. Instead of explaining to a customer that the person who can answer their question is out of office and possibly advising them to call the employee’s cell phone, calls can be routed to the mobile worker. You’ll notice a relieving drop in the number of frustrated customers.
Another advantage of VoIP is the conferencing facilities it offers. Enhanced security for audio and video conferencing, improved reachability of the employees, and lower long-distance calling costs form a very attractive combination.
With VoIP, there is much more customization and flexibility. For example: In the UK you can use www.vonage.co.uk for your any start ups needs. For just only 9.99 you will have voicemail, caller display, call waiting, call diversion, 3-way calling, anonymous call block, call transfer, click-2-call, ring back, international call barring, ring lists, call hunt, “do not disturb”, unlimited free calls to 25 countries (incl. any mobiles numbers) etc.
In addition to that, you can even reduce your customers’ costs. When you sign up for VoIP services and you are assigned a phone number, you will be given the chance to choose another area code than the one you are actually in or even the town or country. For only 2.99 per month you can have tel. number in Paris, New York, Milan … can opt for particular area code in any town, create a list of the virtual offices and bring your business a success. Your customers will only appreciate it!
The subscription fee charged by VoIP providers is most of the times much lower than what you are paying for your regular phone now. Even if you only have a certain number of calling minutes covered by your monthly fee, the cost of long distance calling will be far lower than the one normally charged by PSTN carriers. Make sure you have a careful look at the details of the service offered by different VoIP providers, so that you can come up with the best plan for you. Also, look for a provider that gives you additional services integrated in your VoIP package, such as voicemail, caller ID, call waiting, e-mail, etc. Do some shopping around - just because you know from the start that VoIP will enable you to save money, it doesn’t mean you have to take the first offer you come across.
We’re living in an age characterized by mobility and flexibility - two features also reflected in the VoIP technology. You can travel anywhere and still remain reachable at the same number. If you have a VoIP phone or a laptop, you just have to connect it to the Internet. There’s also the option of having a converter that you can use with a standard telephone (the converter will be programmed with your phone number).
To conclude, VoIP is a streamlining catalyst and your business will be more efficient and enjoy more flexibility, while spending less. To summarize, VoIP means lower cost for the business, more comfort for its employees, and better service for its customers.
Tags: internet