VoIP, which stands for voice over internet protocol, is technology that allows users to make phone calls over the internet rather than using traditional analog phone lines. It does this by converting voices into binary data – ones and zeros - that travel over the internet to their destination. If you've ever used Skype, you were using VoIP-enabled communications.
There are three primary ways that users can make VoIP calls. The first method is called a softphone, which only requires a computer and headset - no desk phone required. Callers can also use VoIP phones, which are handsets specifically designed to use VoIP service. The third option is to use a VoIP adapter with an analog phone.
VoIP can be used by call centers as their primary voice service. Because it uses the same network as data, it provides the benefit of a consolidated voice and data backbone. Additionally, it enables an at-home agent model since it can be used from virtually anywhere.
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