A VoIP contact center, sometimes known as a VoIP for call centers, is a contact center that uses VoIP technology rather than traditional phone lines to communicate.
All sorts of contact centers, including inbound call centers, outbound call centers, and virtual call centers with outsourced workers, can benefit from VoIP technology.
Cutting the cord on your phone line and replacing it with a VoIP solution can bring many benefits to your organization, whether you have an inbound contact center, outbound contact center, virtual contact center, or any other sort of contact center.
VoIP for business is inexpensive to set up, dependable, and allows for the integration of an almost limitless amount of functions.
The best VoIP providers have a slew of capabilities that can help your contact center shine.
Detailed real-time reporting on customers and agents, interactive voice response (IVR) and automated call distribution (ACD), and consumer speech analytics are just a few examples.
When comparing VoIP contact center services, we recommend looking at aspects like price, features, and system reliability.
The ideal VoIP call center provider for your firm is one that provides capabilities tailored to your contact center’s needs and call volumes.
Best VoIP For Call Centers – Providers and Solutions
Voice over Internet Protocol (VoIP) is a sort of technology that allows users to make phone calls over the Internet rather than utilizing a traditional phone system.
VoIP converts sound into digital voice communication, which is then sent over the Internet through broadband.
So, if you use a VoIP phone system, you are essentially making phone calls over the Internet. For many firms, using a VoIP system has various advantages.
Check out our list of Voip Business Phone Service, to know how to correctly choose the most suitable type of service for your company:
1. Vonage – Voip business phone service
Vonage is one of the most well-known and well-known Voip Business Phone Service. It serves a wide range of companies, from small and medium-sized enterprises to huge organizations.
Best of all, regardless of the size of your company, each of its subscription packages has the possibility of incorporating full contact center capabilities.
With the debut of Vonage CX Cloud, a sophisticated omnichannel cloud contact center solution, Vonage jumped ahead of the competition in 2018.
Through Vonage’s API platform, enterprise customers of all sizes can personalize the Vonage CX Cloud.
The following are some of the platform’s sophisticated features VoIP for call centers:
- Insight into caller sentiment and emotions in real time, allowing for better decision-making and customer service.
- Chatbots, visual interactive voice response, and other self-service tools that assist in swiftly and efficiently resolving consumer concerns.
- Automatic call distribution, including universal queuing and agent-assisted call routing.
- Advanced analytics, including custom reports that are generated on a regular basis, real-time measurements, and historical data.
- Automated desktop call recording and simplified agent scheduling are among the workforce optimization options available.
2. RingCentral VoIP for call centers
RingCentral is another well-known VoIP company that caters to businesses of all kinds.
It offers three standalone call center solutions, ranging in price from a basic package to a more expensive package with extensive interactive voice response and automatic call distribution features.
All contact center plans are fully integrated with RingCentral’s VoIP for business, which provides unlimited calling inside the United States and Canada, as well as seamless CRM interfaces such as Salesforce.
Some of the features included in Ring Central’s contact center packages include:
- Automated call distribution and interactive voice response (IVR) (ACD).
- Email, chat, SMS, and social media are all examples of omnichannel capabilities.
- Preview dialer, progressive dialer, predictive dialer, and campaign management are examples of outbound functionality.
- Performance management, omnichannel analytics, workforce management, and quality management are all aspects of workforce optimization.
When it comes to setting up a contact center, 8×8 has a lot of options.
With solutions for inbound and outbound voice call centers, multichannel operations covering voice, email, SMS, and chat, and, most of all, virtual contact centers that combine your headquarters with outsourced or distant operations, it appeals to all types of enterprises.
An 8×8 VoIP for call centers can provide you with the following benefits:
- Speech analytics that allow you to study the most significant customer interactions rather than selecting a tiny number of conversations at random in the hopes of finding patterns.
- Historical reporting can assist you in providing contact center managers with the data they need to make informed business decisions.
- Callers are routed to agents who can best meet their needs depending on their skills.
- IVR (interactive voice response) is a technology that streamlines customer flow by connecting callers with agents promptly.
- Customers can get help from your agents at the push of a button with a web callback.
Jive focuses in providing small and medium-sized enterprises with VoIP solutions and call-center services.
Jive’s cloud-based contact center is focused on the idea of providing organizations with a low-cost contact center that includes basic capabilities, real-time reporting, and effective call management.
It provides customized plans that start at $99.95 per month per user. Jive has also teamed up with inContact to offer an enterprise-grade contact center solution with omnichannel integration, comprehensive reporting, and an outbound dialer.
The following are some of the features VoIP for call centers:
- Real-time queue reports, giving you to see how many agents are on the phone and track their active talk time.
- Agent summary reports, which aid in employee training and compensation depending on performance.
- Live status wallboards that show real-time information regarding the overall performance of your contact center.
MegaPath contact centers have a two-tiered pricing structure. Both packages came with a comprehensive number of capabilities that could be used in incoming, outbound, or hybrid contact centers.
For voip business phone service with call center agents, managers, and administrators, all customers receive free live one-on-one training.
The following are some of the key elements of a MegaPath contact center:
- Queue announcements, audio and video announcements, and whisper announcements are all customizable greetings and announcements.
- Intelligent ACD, priority queue routing, and real-time agent management are just a few of the call-routing features.
- Agent availability management, including call center join/unjoin, setting ACD state to available or unavailable, and automatic timed wrap-up at the end of each ACD call.
- Call queue notifications, longest waiting priority, held-call notification, and final agent sign-out warning are among the call presentation features.
- One-click transfers, escalation or emergency escalation of calls to supervisor, quiet monitoring, and call barge-in are all examples of call handling.
10 Things to Consider When Choosing the Best VoIP Contact Center for Your Business
Controlled calls, numerous phone connections, voicemail, and call routing extensions, to mention a few features, should be at the top of your list when shopping for call center software.
Here are some pointers on how to pick the greatest call center when you’re out shopping:
Don’t waste your time attempting to figure out your call center software. Setup should be nearly instantaneous, allowing you to be up and running in minutes on a system that even a novice can master.
2. Queues for Phone Calls (Hunt Group)
You won’t need a firearm or good shoes for a call hunt, whether you call it line hunting or a hunt group.
Incoming phone calls are routed to a group of persons who have been set up to take incoming calls, referred to as a “hunt group.”
Typically, dozens of people are arranged in a queue, with each subsequent incoming call being sent to the next person in line.
This is critical in a call center where the value of phone calls is high and you want to ensure that calls are addressed without clients having to remember many extension numbers or staff sitting around while calls pile up.
3. Quality of the Call
You already know that a VoIP system may save you money and make your telecommunications function more smoothly than before, yet voice quality might be inconsistent at times.
What’s up with that? There are a few possibilities.
A bad internet connection is a typical issue, so be sure your supplier provides you with business-class high-speed internet and that you have a dependable VoIP router.
The amount of delay between when a sound departs your mouth and when the person on the other side hears it is referred to as “latency.” When it’s faulty, you’ll notice an echo or a delay on the line.
This can happen when there is too much data (in the form of speech packets) flowing through the system, causing it to become backed up. Look for a software vendor that can prioritize VoIP traffic and handle high call volumes.
4. Analytical tools
Managers may obtain a comprehensive perspective of their telecoms with sophisticated analytics data, which includes call volume, duration, wait time, and more.
When it comes to training new operators, having data on hand can provide you with a wealth of teachable knowledge that can aid in their development.
You can see how long their average effective sales call lasted and how frequently they were hung up on in the first five minutes.
You can observe which calls, using which scripts, were the most successful, as well as other variables like time of day.
5. ACD is number five (Automatic Call Divert)
You can’t please everyone all of the time, and you certainly can’t take every phone immediately when things get hectic.
As a result, one of the most crucial features for most firms is automatic call divert (ACD). If your phone line is busy when a call comes in, this feature will immediately transfer the call to another person who is available.
Maintaining order, consistency, and call flow in this manner is a cost-effective, quick, and dynamic process to voip business phone service.
You may also acquire call center software that lets you tailor your call priority management so that high-priority calls go to their destination faster and aren’t lost in the shuffle.
6. Voice Responses that are Interactive (IVR)
If you’ve ever snickered while watching a spouse or loved one struggle with a computerized voice recognition operator, you know that this function isn’t for everyone.
While speech recognition operators can be a mixed bag, when done well, they can be a tremendous time saver, and as the technology advances, it will only become more user-friendly.
7. Calls are unlimited
This feature can save you a lot of money on your phone bills if your organization makes a lot of national and/or international calls (for example, if you’re a call center).
Unlimited national calls are available from companies like Vonage and Ooma, which is great for small enterprises with a local audience.
MegaPath and Jive, on the other hand, both offer unlimited international calling to enterprise customers.
8. Benefits of Training
When training new staff, it’s useful to be able to teach or interfere subtly—or not so subtly—when calls become too difficult for them to handle.
There are a lot of services that can assist you with new recruits, such as call barging, which allows you to join live calls and chat with both parties, allowing you to step in and assist at any time during a business call.
9. Codes for Disposition
This tool allows your agents to take notes on how the conversation went, track which steps need to be taken next, and document the call’s conclusion.
Simple one-word explanations like “busy” and “disconnected,” as well as labels like “transferred to marketing” or “refund given,” might give you a better idea of where to search and an overview of what’s going on at a glance.
10. Options for Voicemail
Since the basic answering machine, voice messages have gone a long way. Today, there are a variety of voicemail choices available for people who don’t have the time to listen to their voicemails one by one.
Many call center software suppliers offer voice-to-text transcription of voicemails, which can subsequently be emailed to you in text or audio format.
Others let you manage your voicemail inbox online, allowing you to read, manage, download, and delete messages right from your computer.
You can also transmit voicemails to other extensions, and you can listen to your voicemails hands-free with the text-to-voice option—a big plus if you’re driving.