Call center VoIP software is used to conduct telephone-like voice conversations over Internet Protocol (IP) based networks. The software utilizes internet connections to place or receive phone calls, and replaces tradition telephony.
Call center VoIP software allows geographical boundaries to be removed, such as having a California number in Australia. This allows for businesses to have a more global presence; customers that would generally be reluctant to call a company long distance now have the option of doing so at no cost.
Call center VoIP software enables both data and voice communications to be sent via an internet connection, significantly reducing costs spent on traditional telephony, SMS messaging, fax machines, etc. Businesses of all sizes have been making the switch from traditional telephony hardware to call center VoIP software in order to reduce the price they are spending on their telephony, but also to reap the benefits of the increased bandwidth efficiency.
Call center VoIP software also gives call centers the option of hiring at-home agents. By making the switch, call centers are able to save money on brick-and-mortar IT costs, but still have the ability of ensuring the productivity and progress of their agents by using some of the features that are offered through call center VoIP software.