Voice over Internet Protocol (VoIP) is an incredibly versatile technology. Its versatility and cost-effectiveness has allowed it to accommodate the needs of multiple industries, from retail and healthcare to finance and education.
It has become a valuable communication tool specifically for call centres, who rely on its efficiency to run their day-to-day operations and take client calls.
How Can Call Centres Benefit From VoIP?
Modern VoIP solutions offer advanced features such as call routing, analytics in real-time and integration with other collaboration tools. For call centres specifically, these features can improve their productivity which contributes to a positive customer experience.
VoIP systems are highly scalable, and can be upgraded or downgraded as required. If call centres experience seasons with high-volume calls, they can easily add call extensions to their existing ones.
A huge drawcard for VoIP solutions is that they can support both remote and hybrid work environments. Teams who work for remote call centres can still remain connected from wherever they are.
8 VoIP Providers For Call Centre Solutions
When it comes to finding the right VoIP provider to meet their communication needs, call centres are spoilt for choice. Here are 8 providers whose solutions can handle high call volumes and offer reliable customer support.
1. Vonage
With Vonage’s flexible VoIP solutions and standout features tailored to call centres, call agents are able to improve their productivity when it comes to taking calls.
Their solutions include programmable Application Programming Interface (API) where custom workflows can be created to meet each call centre’s needs. Through call whispering, managers are able to listen in on calls and assist their agents if needed.
The company’s real-time analytics can show call trends and track agent performance, which can play a crucial role in decision-making down the line.
Starting at £14 per user per month, their solutions are easy to set up and offer 24/7 customer support but there are additional costs to access the advanced features and the basic plans have limited call recording storage.
2. BT Cloud Phone
BT Cloud Phone is known for its HD voice quality for crystal-clear communication and scalability, ideal for growing businesses.
The company’s mobile app provides remote access to call centre operations while features like auto attendant direct customers to the relevant department.
They offer extensive UK coverage along with comprehensive training resources, although they have limited third-party integrations.
Pricing starts at £16 per user per month, although there are discounts on annual plans.
3. RingCentral
RingCentral is a leading VoIP provider, catering to businesses of all sizes, including call centres who require advanced functionalities.
Call centres can benefit from its omnichannel support, with voice, SMS, e-mail and chat integration as well as Customer Relationship Management (CRM) integrations.
The company’s analytics are AI-powered, offering sentiment analysis and agent performance tracking. With their customisable call routing and queue settings, call centres can make sure that their clients have minimal wait times.
Their pricing starts at £25 per user per month, offering 99.99% uptime SLA and dashboard for real-time monitoring, although this can be a bit pricey for smaller businesses.
4. Gamma Horizon
Gamma is known for its strong focus on security and compliance, with GDPR-compliant options for call recordings and storage.
They provide service continuity even during outages, which can be highly beneficial for call centres who are required to be available for their client calls at all times. Along with detailed insights on agent and call performance, all chats, e-mails and videos can be integrated.
Their packages start at £20 per user per month with a simple set up and excellent customer support team. However, they do have limited international calling plans.
5. Zoom Phone
Zoom has always been widely known for its video-conferencing platform, but the company also offers VoIP services that call centres can utilise.
Their infrastructure is cloud-based, which provides both reliability and scalability and supports global coverage in more than 40 countries.
Their pricing plans are flexible, starting at £8 per user per month, although higher-tiered plans are required to access advanced features and there is limited offline support.
6. 8×8
For call centres looking for global reach, 8×8 is a VoIP provider aimed at improving agent efficiency for quality customer service.
They offer unlimited calling to more than 48 countries, and calls can be assessed in real-time with their speech analytics. Additionally, they have an AI-powered coach who can help call centre agents with scripts and responses for repetitive calls.
Pricing starts at £12 per user per month for the basic plans, however limited advanced reporting is available.
7. GoTo Connect
GoTo Connect combines VoIP features with a variety of collaboration tools, making it a top choice for call centres who can benefit from these integrations.
With an unlimited call capacity, high volume calls can be handled with ease and can support existing devices. This eliminates the need to purchase any additional equipment, which can be a cost-saver.
Ideal for growing businesses, their packages start at £15 per user per month however the initial set up may require expert assistance.
8. Twilio
While Twilio offers highly customisable VoIP solutions for the tech-savvy call centres, they are better-suited to those who have in-house developers.
Their programmable voice API allows for personalised call handling processes to be developed, suitable for small and enterprise-level businesses. They can also access a wide variety of international numbers
Twilio’s pricing model is pay-as-you-go and can be highly customisable depending on your needs. However, it does require a significant level of technical expertise.
