What is VoIP, and How Does it Work?

Posted: 9 August 2022

A relatively recent technology that allows phone calls to be made and received via the internet, VoIP (Voice over Internet Protocol) is transforming how businesses communicate, and their contact centres operate.

Even if you’re familiar with the term ‘VoIP,’ you may want to know more about how VoIP technology works, the differences between VoIP software and a traditional landline telephone, and the reasons a business might want to choose a VoIP phone system for its contact centre.

To find out more about this communication option, keep reading our quick guide to VoIP.

What is VoIP?

Standing for Voice over Internet Protocol, VoIP is a digital telephone system that enables users to make and receive phone calls over the internet, rather than a traditional landline.

VoIP is also referred to by several names, including IP telephony, internet telephony, broadband telephony, or broadband phone service.

How does VoIP work?

Put simply, VoIP technology works by converting voice audio into digital signals. These signals are then placed into voice data packets by the VoIP software and delivered to the recipient over the internet via the IP network (a local area network or a wide area network).

VoIP software can be used with multiple internet-enabled devices, including smartphones, laptops, and desktop computers.

What are the benefits of VoIP?

  1. Lower telecommunication costs: VoIP can provide significant cost savings compared with traditional landline telephones.
  2. Communication flexibility: VoIP solutions let you leverage your phone hardware by offering easy integration with private branch exchange (PBX) systems and cloud telephony technology such as softphones.
  3. Greater accessibility: By no longer geographically restricting you to locations with a phone signal, VoIP provides greater freedom. Additionally, there is no need to install copper wiring or expand a landline set-up – you simply need an internet connection.
  4. Improved voice and call quality: VoIP phone systems offer better voice and call clarity, allowing you to ensure a high quality of sound and connectivity for an enhanced agent and customer experience.

The ipSCAPE software allows you to make VoIP calls and is telephony agnostic, enabling you to make and receive calls through the telephony option of your choice. Get in touch to find out how ipSCAPE’s award-winning software can help your contact centre operate more efficiently and effectively.

ipSCAPE is a cloud communication technology solution that is feature-rich, scalable, and has advanced integration capabilities. We help businesses connect with their customers through multi-channel communications, including Voice, Web Chat, Email, and SMS.