VoIP (Voice over Internet Protocol) is a communication technology widely used in international call center businesses. Here’s how it works: 1. Definition: * VoIP enables voice calls and other communication services over the internet, bypassing traditional telephone lines. * Instead of using copper wires, VoIP converts voice and audio signals into digital data, compresses it, and sends it over an internet connection. 2. Key Points: * Data Transformation: VoIP transforms analog calls into data packets, which travel like any other digital data (such as emails). * Cost-Effective: VoIP is cost-effective compared to traditional phone services. * Unified Communications: VoIP systems often offer features like voice mail, call recording, custom caller ID, and voice mail-to-text. * Hardware: VoIP can work on computers, smartphones, VoIP phones, or WebRTC-enabled browsers. 3. Benefits for Call Centers: * Flexibility: Agents can handle calls on various devices (smartphones, computers, desk phones). * Cost Savings: VoIP reduces phone service expenses. * Enhanced Collaboration: VoIP supports unified communications within call center teams.