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Voice over Internet Protocol or VoIP is a technology that makes it possible to make calls through Internet Protocol (IP) networks like the Internet or other computer networks. It goes by many names. IP telephony, Internet telephony, broadband telephony, broadband phone, voice over broadband (VoBB), digital phone service, cable phone service, and managed IP telephony are just some of them.

How VoIP works
VoIP allows communication services such as voice calls and/or messaging and facsimiles to be transmitted via the Internet instead of the traditional public switched telephone network (PSTN). Basically, when you make a call, the analog signals created by your voice are converted to digital format then compressed and translated into IP packets and transported over the Internet. The whole process is then reversed upon reaching the receiving party as a voice call.

VoIP systems have built-in session control protocols to regulate the calls as well as audio codecs which convert voice to digital format for transportation over the Internet.

How to make VoIP calls
One can make VoIP calls using a land line, personal computer/ laptop, or cell phone as long as the equipment is connected to the Internet. There are applications that need to be installed in order to use VoIP such as Skype, Yahoo! Messenger, Windows Live, Google Talk, AOL Messenger, and iChat, to name a few. Usually, such apps can be downloaded free online. VoIP calls are usually free if the call is made from a computer to another computer, but there is a minimal charge (definitely cheaper than local or long-distance calls) when calling a phone or cell phone number.

The impact of VoIP on the call center industry
The advent of VoIP technology has been a boon to the call center industry. Higher broadband speeds and more advanced Internet Protocol (IP) networks distributed to more areas around the globe allowed VoIP to become a cheap and convenient way to make and receive calls. Realizing its potential to reach out to more clients at a fraction of the cost, call centers has since then incorporated VoIP into their daily operations.

VoIP technology encouraged companies to increasingly outsource their call center services to other countries like the Philippines in their quest to reduce cost and increase profits. For one thing, it’s cheap to set up the necessary equipment to make voice calls – just broadband, a desktop, and a telephone and you’re all set. The actual cost to make an international call is also decreased. For example, this means that agents at a call center like LWS Media can service more clients from more locations for longer talk times.

Indeed, using VoIP in outsourcing business processes can help companies improve their services, widen their client base, and cut costs. In the very competitive call center industry, every innovation counts.