VoIP (pronounced voy-p) stands for voice over internet protocol. What VoIP means is getting your phone calls over the internet. The calls can come in on a telephone, a computer or a mobile device. If you have made a phone call over the internet, you have made a VoIP call.
It’s common for a VoIP call to cost less than the same call made on over a mobile network or a traditional telephone.
Where you have sufficient internet data capacity, the marginal cost of making a VoIP call might be zero. This is because you are using data capacity you are paying for but would not otherwise use.
With fixed-line services, a call to a number will ring at a fixed point — an employee’s desk, for instance. It’s possible to arrange call forwarding but this is manual, time-consuming and easily forgotten.
With a VoIP service, the call will be routed to the employee’s device regardless of where the employee is physically located. A call to an employee’s direct line might ring at their desk one day and at their home office the next day. The call might even be routed to another country if the employee is travelling.
Essentially, an employee can be reached on the same number anywhere they have internet access.
In a contact centre environment, this makes it simple to set up virtual agents. This is because the system does not differentiate between an agent in the call centre and an agent working remotely.
Genesys offers Genesys Cloud, a contact centre platform built for quality and reliability. Genesys Cloud connects your customer engagement and enterprise-wide unified communications with the telephony option that best fits your business needs.
The benefits of Genesys Cloud include:
