VoIP Call Center

VoIP Call Center. Save money and streamline operations with AVOXI's Smart Queue.

A VoIP call center is a call center that is hosted by a VoIP provider, rather than hosted on-site at a physical location, and routes calls over Internet Protocol.

VoIP Call Center Overview

A VoIP call center offers

  • cost effective scalability
  • minimal capital investment
  • higher reliability and stability
  • 24/7 technical support

VoIP Call Center – A Closer Look

In a VoIP call center, data packets run over Internet Protocol, rather than the traditional switch network. The call center does not own, host, or operate the equipment that the call center runs on, and instead pays a monthly or annual fee to a VoIP service provider to host the call center telephony in their own data center. This allows call centers to pay for only the service or minutes that they use, rather than paying for the hardware, an IT director, and a place to store the equipment, making it a much more affordable solution.

AVOXI’s VoIP Call Center: Smart Queue

Smart Queue is AVOXI’s VoIP call center solution. Smart Queue is built on an open-source technology and provides the same features and functionality as proprietary call center platforms – at a fraction of the cost.

VoIP call center solutions include:

    • Automatic Call Distribution (ACD)
    • Call Recording and Extended Call Recording Storage
    • Inbound Call Queues
    • IVR/Auto Attendant

 

  • Real Time Monitoring
  • Time of Day Routing

 

Historically, call centers were built on PBX equipment that was owned and hosted by the call center operator, and phone calls were delivered via the PSTN (public switched telephone network). With the advent of Software as a service technology delivery model, the virtual call center emerged, and call center solutions started being hosted by VoIP providers, delivering calls over Internet Protocol.

Benefits of VoIP call centers include:

  • Scalability: Virtual call centers enable solutions to grow with the business, without making an investment in more hardware.
  • Enhanced business image: Virtual call center solutions can put SMBs on the same playing field as enterprises with free features that make their business seem larger.
  • Cost reduction: Virtual call centers can save money, because call centers only pay for the minutes used.
  • Mobility: Virtual call centers provide an opportunity for mobility that was never possible with on-premise solutions
  • Higher productivity: Self-service portals and cloud IVR relieve call center agents of simple tasks, making them available for the bigger problems.

To learn more about the definition of “VoIP call center” and to learn about VoIP call center providers and the telephony services they provide, visit the following pages.