What is VoIP?

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.

How NICE can help

NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:

• Modern ACD providing digital first omnichannel routing and increased business agility
• Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
• Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
• Omnichannel customer journey management

CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.