VoIP stands for Voice over Internet Protocol and allows companies to make low-cost telephone calls worldwide via the internet. The emergence of VoIP is replacing landlines, a technology used to provide fixed telephone networks for over 140 years, with the expectation that the upgrade will be complete by 2025, rendering landlines obsolete.
VoIP works similarly to email, and when an employee speaks into a VoIP telephone, it converts their voice into encoded digital files and transmits it over the internet to the recipient, who then hears the message clear as day.
This is one of the primary benefits of VoIP, as it allows for much better audio quality and clearer conversations than a traditional phone call, which is handy in a busy environment like an office space. However, VoIP is also useful for working from home, as most VoIP problems can be fixed remotely, eliminating the need to call an engineer or shut down business operations entirely in order to resolve the issue.
Moreover, VoIP gives organisations access to much cheaper calls, as it only requires a paid broadband connection, allowing long distance calls at much lower rates than those offered by traditional long-distance carriers. This is especially useful for International companies with employees situated all over the world, as employees who use VoIP on a regular basis have been found to save up to 50% on their long distance and international calling rates by using the service instead of a landline.
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VoIP technology can be useful for companies no matter what they do and what industry they are in. Whether a company offers telecom software development, marketing services or something else, VoIP technology can benefit their business in a variety of ways.
VoIP integration allows businesses to sync different tools with the phone system, such as combining VoIP and various CRM (customer relationship management) software. VoIP systems are able to capture lead information and store them in the company’s CRM software, allowing the business to collect contact data, customer feedback, and behaviour data.
The ability to collect behavioural data is important for businesses and, so long as they follow and comply with GDPR, it can allow a business to track how users interact with the website, what they click on during their visit, and which keywords they used to find the website using a search engine.
By having access to these keywords and data, it allows a business to improve and refine their search engine optimisation, hopefully resulting in more traffic to the desired website.
When integrated with VoIP, some CRM software also allows businesses to search for client’s social media profiles in order to extract more information and tap into specific demographics that show interest in the business, and as a result target individual sets of potential customers using SEO.
Having access to a rich vein of customer information also makes it easier for businesses to provide better customer service, as employees are well-equipped with information on the customer on the receiving end of the call. By tailoring the communication to their specific needs and interests, businesses can establish a strong relationship with each of their customers and improve their customer retention rate.