VoIP call centre

Not necessarily! Some VoIP call centre software can work equally well for both inbound and outbound agents. Dialpad Ai Contact Centre, for instance, is used by a wide range of organisations with both inbound call centre and outbound call centre teams.

Session Initiation Protocol (SIP) trunks are how you replace legacy phone systems or integrate them with VoIP services. Trunking refers to the bundling of phone lines that send and receive calls. SIP trunks are kind of like virtual phone lines that let you make and receive phone calls over the Internet. SIP trunking allows existing PBX phone systems to connect and use cloud-based communications.

A more hands-off approach to running a cloud communications system, a hosted or cloud PBX phone system is a slightly more evolved type of traditional on-premises PBX phone systems. These hosted PBX phone systems are usually stored and maintained off-site (so they don't take up your own office space). Learn more about VoIP vs PBX technology here.

Some do, while others let you integrate with predictive and auto dialler tools. For example, Dialpad offers a power dialler through its Salesforce integration.

The biggest thing is that VoIP tends to be less expensive than contact centres on traditional phone services because its subscription-based model allows for lower monthly costs. A VoIP setup is also low-maintenance compared to traditional phone services because there's no hardware required and they use the Internet to make phone calls and messaging happen.

The other big advantage is that some VoIP call centre platforms are really unified communications platforms. That means they are designed to let you communicate over different channels like SMS/MMS messaging and video meetings in addition to phone calls and other basic business phone system features like IVR and call recordings!

All call centres need some kind of phone service to run. Makes sense, since they're talking to people on the phone all day. But today, companies are talking to customers and prospects through other channels like messaging and video conferencing. For agents, it can be time-consuming (and exhausting) to constantly have to toggle between one video meeting tool and another phone app and another messaging platform.

That's what a unified communications solution can solve—it lets agents manage all these channels from one convenient app (and usually comes with other advanced features too).

You don’t get this with all VoIP services and call centre platforms, but some do come with built-in analytics that show you the basics like missed calls, call volumes, abandoned calls, average speed to answer, and so on. Dialpad, for example, shows you all these metrics in your online dashboard!

Generally, the only limitation you might encounter is that it requires your business (or your remote agents and supervisors) to have access to a reliable Internet connection. It’s not going to work if you’re on dial-up.

This goes for any contact centre service provider—even an excellent CCaaS solution won’t do you much good if you don’t have a good Internet connection, so keep this in mind if you’re planning to set up a remote contact centre team.

The other limitation, though it may be a preference for some teams, is that you don't have 100% control over every single thing in your contact centre platform with a VoIP solution. If you own everything and all the hardware in-house, then your own IT team can have full control—it does come at a price, but some companies do prefer that.