VoIP is gradually transforming business communication. VoIP (or IP Telephony) is a generic term describing voice or fax carried over IP-based networks, such as the Internet. Its unique value propositions are likely to drive its adoption across different industry sectors pushing traditional PSTN based phone system on back foot. However, a thorough network-readiness assessment is recommended. Remember that one size does not fit all. One should choose the VoIP system that fits the business best to keep it responsive and agile towards employees, customers and partners. Ref: http://www.cse.wustl.edu/~jain/talks/ftp/voip.pdf

1. VoIP (VOICE OVER
INTERNET PROTOCOL)
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2. VoIP (VOICE OVER
INTERNET PROTOCOL)
TELEPHONY SERVICE
In a nutshell – “Voice communication over the Internet”
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3. VoIP: How it Works
Voice is first converted to a digital data stream and encapsulated into
network packets.
It can be of three types:
PC to PC
Connected via IP network
Components required:
 Need a PC with sound card
 IP Telephony software, Internet Phone
 Video display optional
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4. PC to Phone
Connected via a Gateway
Components required:
Need a gateway that connects IP network to phone network (Router to PBX)
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5. Phone to Phone
Components required:
 Need a gateway that connects IP network to phone network
(Router to PBX)
 Components required:
 Need more gateways that connect IP network to phone
networks.
 The IP network could be dedicated intra-net or the Internet.
 The phone networks could be intra-company PBXs or the
carrier switches.
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6. VoIP: Features
 Business Phone System Basic (IVR, Key press codes,
Auto-Answer, Voice Prompts, music on hold.)
 Inbound Recording
 Scheduler
 Powerful Reporting
 Call Parking
 Custom Caller ID’s
 Voicemail to Email
 Intercom
 Web Based Control Panel
 Blacklist Whitelist Caller
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7. VoIP: More Features
 Skills-Based Routing
 Ring-All (Blast Group)
 ACD (Automatic Call Distribution)
 Queue Management
 CRM Integration
 Voicemail Transcription
 HD Video Collaboration with Screen Sharing
 Web Browser Click to Dian Plugin
 Audio Conferencing
 On-Demand Recording (For Outbound + Inbound both)
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8. VoIP: What it Can Do
 Welcome inbound calls with a customized greeting.
 Engage callers in a sales or support discussions.
 Generate leads, customer-service requests and complaint tickets.
 Initiate outbound calls directly from your CRM.
 Send transactional or promotional SMS from your CRM.
 Creates a call record with details on persons involved and link to the
entire conversation recording in your CRM.
 SMS (Text Messages) that you have received from your customers
can be synched with your CRM.
 And more.
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9. VoIP: Business Value
Prepositions (Benefits)
 Simplicity (Plug-n-play phone)
 Affordability (No cabling, no upfront cost)
 Higher availability (No cable drops)
 More capabilities
 Better call management
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10. VoIP: Challenges
 Constraint Internet bandwidth
 Poor Quality of Service (QoS)
 NAT and firewall traversal
 Identity and trust concerns
 Spam over Internet telephony
 Regulatory forbearance
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