VoIP

Voice-over-IP (VoIP) enables telephone calls to be made via IP-based data networks such as the internet or a company's internal networks. Instead of traditional telephone lines, voice signals are converted into digital data packets and transmitted via the Internet Protocol (IP). Communication takes place in real time and special VoIP telephones or softphones (software-based telephones) are often used. This technology enables companies to make cost-effective and flexible calls via their existing Internet connection without the need for separate telephone networks.

Possible applications

VoIP is particularly beneficial for customer service as it combines different communication channels and enables flexible call management:

• Multichannel communication: VoIP can be easily combined with other channels such as video, email or chat so that customer inquiries can be handled via different media.

• Remote working models: VoIP enables customer service staff to work from anywhere as they only need an internet connection. This also facilitates the deployment of remote teams or the expansion of customer service across multiple locations.

• Scalability and load balancing: VoIP systems are highly scalable, meaning that companies can easily add additional lines during peak times to cope with call volumes. Calls can also be distributed across different locations to reduce waiting times.

Advantages of VoIP

Cost savings

• VoIP significantly reduces telephony costs as calls are made via the Internet and no dedicated telephone lines are required. Companies can make considerable savings, especially when making international calls.

Flexibility and scalability

• Companies can easily add new VoIP lines or expand existing ones without investing in expensive hardware. In addition, employees can use VoIP on different devices (phone, laptop, smartphone), regardless of their location.

Integration with other systems

• VoIP integrates seamlessly with other business systems such as customer relationship management (CRM) software, call center solutions or collaboration tools, enabling more efficient communication.

Security for VoIP calls

• Although VoIP runs over the internet, it can be secured using encryption technologies such as Secure Real-time Transport Protocol (SRTP) or Virtual Private Networks (VPN). Companies should implement security measures such as firewalls and encryption to protect against cyber-attacks such as eavesdropping or spoofing.