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What Is Voice Over Internet Protocol (VoIP)?

Contact Center Glossary > Voice Over Internet Protocol (VoIP)

Voice Over Internet Protocol (VoIP) Definition | TLDR

Voice over Internet Protocol (VoIP) is a technology that enables the transmission of voice communications over the internet or IP networks, allowing for voice calls to be made and received using internet-connected devices rather than traditional telephone lines.

Voice Over Internet Protocol (VoIP) Meaning

Voice over Internet Protocol (VoIP) is a technology used in contact centers to transmit voice communications over the internet rather than traditional telephone lines. In this setting, VoIP serves as a foundational element for handling inbound and outbound calls, enabling contact centers to streamline their communication infrastructure and reduce costs associated with traditional telephony systems. VoIP allows contact centers to make and receive calls from anywhere with an internet connection, providing flexibility for remote agents and distributed teams.

What Is the Difference Between VoIP and WiFi Calling?

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Voice over Internet Protocol (VoIP) is a technology used in contact centers to transmit voice communications over the internet rather than traditional telephone lines. In this setting, VoIP serves as a foundational element for handling inbound and outbound calls, enabling contact centers to streamline their communication infrastructure and reduce costs associated with traditional telephony systems. VoIP allows contact centers to make and receive calls from anywhere with an internet connection, providing flexibility for remote agents and distributed teams.

Moreover, VoIP technology enhances the efficiency and effectiveness of contact center operations. It supports features such as call routing, queuing, and recording, which help optimize call flows and improve agent productivity. VoIP also enables advanced call monitoring and analytics capabilities, allowing contact center supervisors to track key performance metrics and make data-driven decisions to enhance customer service quality and operational performance. Overall, VoIP plays a crucial role in modern contact center environments by providing a flexible, cost-effective, and feature-rich solution for voice communications.

FAQs

Yes. VoIP technology supports the use of traditional telephones with the help of analog telephone adapters (ATAs) or VoIP-compatible phones. These devices convert analog signals into digital packets that can be transmitted over the internet.

Yes. VoIP calls rely on internet connectivity for transmission, so a stable and high-speed internet connection is essential to ensure call quality and reliability. Insufficient bandwidth or network congestion can result in poor call quality and dropped calls.

Yes. VoIP calls can be encrypted using protocols such as Secure Real-time Transport Protocol (SRTP) or Transport Layer Security (TLS) to ensure confidentiality and protect against eavesdropping and interception.

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