VoIP call centers: 

• It is time to upgrade your business with the benefits of VoIP call centers.

If you are a new business owner, this may be the first time you hear about VoIP call centers or otherwise Cloud PBX. If you are also familiar with VoIP telephony and are in the process of reducing your communication costs or are interested in a more user-friendly system, this article will provide you with enough information to make a decision based on what is best suited to your company.

NOTE: You will come across many different names for VoIP call centers while searching (Cloud PBX, Cloud Call Centers). Don't get confused they are all the same thing!

What is a VoIP Call Center (Cloud PBX)?

It is the system that uses the Internet to route as well as make phone calls.

Cloud PBX relies entirely on an Internet connection and uses a Cloud structure to provide access to the server. As a result, companies using Cloud or PBX systems will not need to have a dedicated server to provide Internet telephony to their offices, thereby saving money and space.

This sophisticated system works by converting the voice signals into data packets and transferring them to the receiver via the Internet, where they are “unpacked” and converted again into voice signals.

It is important to note that traditional PBX has gained the reputation of being complex and rigid, which is why Cloud systems are constantly gaining popularity.

Modern virtual PBX solutions are reliable and provide a stable business telephone system via the Internet.

How does a VoIP call center work?

This type of system is also very convenient when integrating the communications of a business with global or local scope. With a Cloud phone system, all offices can use the same communication system, even when they are hundreds of kilometers away.

Despite this flexibility and functionality, hosted PBX systems retain all the comforts they can have with conventional PBX systems. For instance, organizations will be able to use corporate-grade IP telephones, virtual phones, smartphones via web clients, and conference phones on hosted PBX services. The cloud-based PBX has excellent scalability.

Cloud PBX stands out because its servers are distributed worldwide. With this kind of geographical distribution, any disasters cause much fewer problems and when a problem is created at the location of a server, there are others that support loading. Many providers do not mention the SLA– working time for their services.

Reliability is vital for companies that are turning from a traditional telephone system to a PBX cloud phone system but are afraid of downtime. See how to choose the right provider HERE.

At VOICELAND we are proud that in 2019 we managed to have a percentage of 99.997% for the availability of our services!

How much do VoIP call centers cost?

You need a VoIP system to operate a Cloud PBX call center, which is why at VOICELAND, we include the use of virtual PBX in your annual subscription.

This means that from just €50 a year, you can have a fully functional and customizable call center, ideal for supporting remote work with benefits such as:

• Instant Messaging
• Automated operating hours
• Improved Customer Service
• Call Back Capability
• Unification of your company’s points of presence
• Welcome message
• Call recording 
• Online chat
• Online meetings
• Softphone Apps for Smartphones
• Web Conference
• Webclient via Web Browser

VoIP call center vs traditional

Older conventional call centers once provided key benefits, but these benefits are now offset by significant cost disadvantages and their extremely limited functionality.

VoIP call centers are basically introducing a new technology, fully evolving, both in the technical sector and in the preferences. Just because it is a new technology that has been developing for many years, and is expected to dominate telecommunications, they are challenging and challenging traditional PBXs.

The 10 most important differences between them are: 

1. Multiple functions

Είναι πολύ πιο πλούσια στις λειτουργίες που προσφέρουν, ειδικά συγκριτικά με τα παραδοσιακά. Μερικά από αυτά που μπορούν να προσφέρουν είναι:

Call Recording
Automation in operating hours
Online meetings
Teleconferences
Recording of videoconferencing  for future use
Call queues
Reports and statistics
Call management: forwarding, blocking, transferring, waiting calls

In VOICELAND, the leading provider of VoIP telephony and Cloud Call Centers, you will find ideal for businesses such as CRM, Voicemail and Voice2Mail or Real Time Status integration. Find out everything here.

2.  Integration

Because VoIP telephony operates through every device that has access to the Internet, such as a mobile phone, tablet, laptop, or desktop, this means that a company’s VoIP call center “exists” through these devices, without requiring additional equipment within the company and is integrated into its existing network.

3. Expandability

If a business wishes to add or even remove users, this is done easily and immediately, without delays. No additional telephone lines are needed as in traditional telephones. All you may need if a lot of users are added is an Internet upgrade.

4. Starting capital money

Installing a traditional call center in a business is a tiring process, not only for construction but also for economic reasons. With the VoIP call center, you do not need to have a big initial capital. All you may need are IP phones - although not necessary - or headsets, which you may already have.

At VOICELAND you can also find VoIP devices, suitable for your business at very competitive prices.

5. Cost reduction

Traditional systems cost - among other things - for software licenses, installation, maintenance, service, upgrade, extra functions such as fax and audio conferencing, and of course, the phone bill. In VoIP systems where telephony is made over the Internet, you can talk from anywhere and anywhere without additional charges, because you do not actually charge the communications provider (e.g. OTE), because you're calling over the Internet. Beyond that, the only things that can determine the final costs are the standard equipment, the number of channels, and the fixed amount of your internet connection.

At VOICELAND you can have a fully configurable and functional center for just 50€ per year!

6. Voice and call quality

The voice quality is clearly superior and that is why many modern PBX systems use VoIP technology. The voice does not deteriorate due to bad wiring. If you even have quality equipment and a good connection, then quality flies off.

7. Unlimited channels of communication

Traditional centers work with PRI connections, i.e. communication protocols that allow up to 30 simultaneous communications. The SIP trunks with which VoIP and VOICELAND work, have absolutely no numerical limitations. It is the definition of unlimited and can even be increased depending on the needs of the company.

8.  Flexibility

Flexibility is synonymous with VoIP call centers. This means that employees of a company can use it wherever they are: in the office, at home, on the street, off-base, or abroad. With the traditional ones, which rely only on the company’s internal network to connect calls, employees can’t use their business phones outside of the office.

92% of people over the age of 25 place flexibility as the top priority when looking for a job. This means that for current employees, it is a necessary condition.

9. Depreciation and commitment

Traditional call centers require multi-year contracts in order for depreciation to be possible. For businesses that need immediate amortization for their investments, the VoIP call center is a clearly safer option.

10. Configuration

One of the strongest cards of the VoIP call center. They are adaptable to the needs of the company, without requiring changes in equipment or cost. The companies themselves can set the center's timetables, choose the scenarios, the speaker, the extensions, the options for the routes and much, much more.

VOICELAND, the No. 1 VoIP provider, understanding the needs of today and the demands of the market, standing on the side of, guarantees:

• Security – With 100% communications encryption, talk fearlessly with your partners.
• Availability – With SLA 99.997% we ensure you don’t miss any calls.
• Technical Support – We are by your side whenever you need us with immediate resolution of your requests.

With the power of the VoIP call center, you now have all the advantages of traditional PBX –  voice mail, extensions, conferences, tele-warning, interconnection calls, etc – without their cost & complexity!