Relationship between Business and VoIP services

Relationship between Business and VoIP services

by Kristen Kiya

VoIP telephony service has undoubtedly come as an upgraded mode of communication and has gradually begun to change the entire communication structure of businesses and even residentials. It offers clear advantages over the traditional public switch telephony network or PBX systems. Especially for corporates, VoIP has come as a breath of fresh air and provides them with a single solution for all their communication needs.
The major benefit of VoIP telephony services is its cost-effectiveness. The phone bills are lessened with VoIP. In fact, you end up saving almost 50% on every single call you make. The yearly savings on the telephone bills thus decreases substantially.

Best business VoIP providers also offer a number of services to corporates which help them in improving their functionality. For instance, some renowned service providers help in interconnecting the different branches of the organisation, thereby unifying their communication structure and helping them coordinate their work, at no extra cost.

Such services are either not provided by traditional modes of communication or else businesses are charged heavily for it. Moreover, voice over IP comes along with the mobility feature which makes it ideal to be used by businesses, either by businessmen who travel a lot or work from home. VoIP services help the user to get all the calls on the same number and that too at half the cost of PSTN.

Voice over internet protocol telephony services offer the option of using a DID number, which enables the user to get the calls on a number which is not based on that particular geographical location. That is, you would be able to receive a call from a client in the U.K when the number which is being dialed is that of U.S.A. This is especially useful for contact centers that provide customer support from other countries.

You can compare VoIP provider on the basis of the quality of service offered by them. The parameter that could be followed for judging the quality can be based broadly on 2 factors. Firstly, look for an established VoIP service provider with multiple switches and point of presence. This provides not just reliability but multiple POP's and switches, which means that the call would be transmitted via the best and shortest route possible, thereby reducing the latency to bare minimum.

Secondly, always ask for the ACD (average call duration), ASR (average success ratio) and PDD (post duration delay) ratios from your VoIP provider. An ACR of 4-5 minutes is considered okay, whereas anything above 6 minutes is excellent. ASR should be at least 40-50%, and anything above 60% would provide excellent quality service. PDD should be not more than 4-5 seconds, and anything below 2 is considered excellent.