Voice-over-IP (VoIP)

What does Voice-over-IP mean and how does it differ from traditional telephony? You can find the answers here!

Voice-over-IP (VoIP) enables telephone calls to be made via IP-based data networks such as the internet or a company's internal networks. Instead of traditional telephone lines, voice signals are converted into digital data packets and transmitted via the Internet Protocol (IP). Communication takes place in real time and special VoIP telephones or softphones (software-based telephones) are often used. This technology enables companies to make cost-effective and flexible calls via their existing Internet connection without the need for separate telephone networks.

Possible applications

VoIP is particularly beneficial for customer service as it combines different communication channels and enables flexible call management:

• Multichannel communication: VoIP can be easily combined with other channels such as video, email or chat so that customer inquiries can be handled via different media.

• Remote working models: VoIP enables customer service staff to work from anywhere as they only need an internet connection. This also facilitates the deployment of remote teams or the expansion of customer service across multiple locations.

• Scalability and load balancing: VoIP systems are highly scalable, meaning that companies can easily add additional lines during peak times to cope with call volumes. Calls can also be distributed across different locations to reduce waiting times.

VoIP vs. traditional telephony