Everything You Need to Know Before Buying Enterprise VoIP

Everything You Need to Know Before Buying Enterprise VoIP

As companies grow, they start to improve their communication options. Let's take a look at why Enterprise VoIP might be the solution to your business communication needs. 

What is Enterprise VoIP?

Enterprise VoIP is a confluence of communication solutions such as traditional phones, softphones, mobile devices, and video conferencing to make collaboration easier. You may wonder what the difference between business VoIP and enterprise VoIP is.

While there might be limits to the number of users a business, a good VoIP system can handle, enterprise VoIP can handle an unlimited number of users. With enterprise VoIP, you can also assign user-based roles so that your enterprise VoIP solution would not be abused by the wrong users.

Like other emerging technologies, enterprise VoIP comes with its own set of buzzwords. These often cryptic terms can be confusing to newcomers and tend to make enterprise VoIP technology sound more complex and formidable than it really is.

VoIP 101

Here's a quick rundown of some of the common terms you'll see when reading about enterprise VoIP vs. PBX:

Firewall

A set of related programs, usually located at the network's gateway, protects a private network's resources from external users.

Gateway

A network interface that converts calls in real-time from a public-switched telephone network (PSTN) to an IP network.

H.323

An international standard for real-time voice, video, and data communication over packet-based networks, including the Internet.

IP

Internet protocol. The network layer protocol in the TCP/IP communications protocol suite that forms the foundation of the Internet and intranets.

IP PBX: Private Branch Exchange

An enterprise telephone switching system that interconnects telephone extensions to each other as well as to the public-switched telephone network (PSTN).

Packet

A bundle of binary data sent over a network.

PSTN

Public-Switched Telephone Network. The traditional phone network.

QoS

Quality of service. The ability of a network (including applications, hosts, and infrastructure devices) to deliver traffic with minimum delay and maximum availability.

VoIP

Voice over Internet Protocol. The general term for the family of technologies that use the Internet Protocol's packet-switched connections to exchange voice, fax, and other forms of communication that have traditionally been carried over the PSTN. 

SIP

SIP trunking or Session Initiation Protocol. A protocol that provides telephony services similar to H.323, but is less complex and requires fewer resources.

Softswitch

A programmable network switch that can process signaling for all types of packet protocols, including IP.

VPN

Virtual Private Network. Often used by enterprises to create WANs that cover large geographic areas, VPNs let IP packets travel securely over a public IP network by encrypting all traffic from one network to another.

WAN

A network that covers a wide geographic region, such as a state or country.

Enterprise VoIP Features

Most enterprise VoIP solutions include features such as:

  • Voicemail
  • Audio calls
  • Call Blocking
  • Conference calls
  • Caller ID options
  • Call forwarding
  • Call routing
  • SMS
  • Call recording
  • IVR
  • Screen sharing
  • Virtual faxing
  • Auto-attendant
  • Real-time call transcripts
  • Call analytics and reports

All of these features of enterprise VoIP systems can help you manage a successful customer service contact center for your business while also promoting collaboration within teams.

How Does Enterprise VoIP Impact Customer Service?

If your business operates an active customer service contact center, enterprise VoIP can be one of the most economical solutions to your needs. With enterprise VoIP, you are able to transfer calls to the right agent to ensure that the customer’s needs are met properly.

With access to analytics and reports when using an enterprise VoIP solution, you can have a better overview of your contact center call agents and help you manage your employees more efficiently.

And with an integrated CRM solution, you are able to provide an even better customer service experience when the complete customer interaction history is available to your contact center call agents. Enterprise VoIP can help make customer communication easier and more seamless for new and potential customers to foster customer loyalty.

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