Since VoIP uses the Internet as backbone, the only cost you have when using it is the monthly Internet bill to your ISP. The number of customer care support centers adopting VoIP as their main communication mechanism are increasing exponentially owing to the following reasons:
Affordable hardware and software: If you own a call center and want to use digital VoIP for voice communication, you do not actually need a telephone set or any other expensive hardwares to get connected. The only additional hardware you require besides your computer and Internet connection are a sound card, speakers and a microphone which are quite affordable. There exist several software packages downloadable from the Internet, which you can install and use for the purpose. Examples of such applications are the well-known Skype and Net2Phone.
Multiple Users can talk: VoIP, you can setup a conference with a whole team communicating in real time. VoIP compresses data packets during transmission, and this causes more data to be handled over the carrier. As a result, more calls can be handled on one access line.
Efficient utilization of Bandwidth: When an agent from a technical support speaks to a customer through VoIP, the bandwidth in data communication channels is not wasted. An agent is not given bandwidth when he is not talking, and this bandwidth is used efficiently for other agents.
More than Voice: Digital VoIP also handles media types other than voice such as you can transfer images, video and text along with the voice. For instance, you can speak to someone while sending her files or even showing yourself using a web cam.
Flexible network layout: The underlying network for VoIP does not need to be of a particular layout. This makes it possible for a customer contact center to make use of the power of proven technologies like Ethernet, ATM, SONET etc. VoIP can also be used over wireless or Wi-Fi networks.Thus, by using Digital VoIP, the call centers requires less equipment management and is therefore more fault tolerant.
Productive Application Development: VoIP is able to combine different data types and to make routing and signaling more flexible and robust. As a result, network application developers will find it easier to develop and deploy emerging applications for data communication using VoIP. Moreover, the possibility of implementing VoIP software in web browsers and servers gives a more productive and competitive edge to e-commerce and customer service applications.
Digital VoIP is for sure gaining advantage over the traditional network of phones. It has seduced millions of people and companies worldwide, especially in the US, with the umpteen benefits it offers. Whether you have already switched to VoIP or are still considering the option, here is an interesting fact declared by an InformationWeek Research study carried out on 280 companies who are currently using or planning to use VoIP. The study stated these top reasons why companies especially the call centers wanted to adopt VoIP:
| Reason | Percentage |
| Lower telecommunications costs | 66% |
| Desire to merge voice and data networks | 43% |
| Obtain a platform for one-stop communications in two or more areas | 41% |
| Increase collaboration benefits in two or more areas | 36% |
| Ease of management | 31% |
| Scalability | 24% |
