VoIP Solutions

Find out more by clicking on one of the headings below

VoIP options for call centres

Call centre solutions: System and software options

The system capacity you need is the first item to be considered. Although it can be expanded at a later date, the size of the initial installation does affect the set up spend. The required bandwidth is the most important factor: the more lines you need, the greater bandwidth you need.

The bandwidth requirement will be determined by:

  1. The number of calls your firm makes simultaneously; and
  2. The concurrent data transfer rate, that is, how much you use the internet for data traffic at the same time as using the VoIP service.

If you operate an outbound call centre you will require an on-site PBX, configured to offer functionality such as call monitoring. This means that every call made is recorded: the time, date and duration of the call, as well as a record of its outcome, are all logged.

BlackBIT VoIP offers a progressive dialer and/or a predictive dialer facility. In a call centre, you’ll know that – with traditional systems – a lot of time is lost when staff need to decide who to call next, dial the number and then wait for an answer. With either of these dialers, your staff are freed from doing this, and noticeably less company time is lost.

Our VoIP dialers work with a centralised list. As soon as a member of your staff becomes available, the next number is dialled automatically. Staff are presented with the relevant details of the customer being called and a prompt dialogue for the call. Once the call has finished, your staff have time to complete the process you set out, entering relevant details regarding the call before the system connects to the next customer.

BlackBIT VoIP can also set up a 'soft' wall board, displaying graphical and/or numerical reporting on any screen, in your choice of formats.  You can change reporting with the press of a button, unlike fixed 'hard' wall boards which display the same data in the same format, day in, day out.

If you operate an inbound call centre you have the choice of a hosted or on-site PBX solution. Whichever option you choose, functionality such as call monitoring and IVR is available to you.

You also need to consider your equipment – so if you haven’t already, check the essential hardware.

VoIP equipment for call centres

Call centre solutions: Equipment

Essentially, you’ll need the following call centre VoIP equipment:

  • a handset and/or terminal for each agent;
  • a telephone exchange (also known as a PBX);
  • a network; a router; and
  • at least one broadband or a leased line connection.

Agent terminals

Each member of staff will need a terminal, the front end of any call centre VoIP equipment. The terminal can be either a PC with USB phone or a dedicated VoIP telephone: we can help you make the right choice for your needs and budget.

For example, for many outgoing call centres, a simple phone option may be more appropriate. This still allows staff to report the outcome of each call as it is recorded through the phone itself. However, if you choose a phone only option you will still need one or two PC terminals to handle more complex data entry and for supervisors to oversee the call centre.

The telephone exchange

The telephone exchange for your VoIP call centre is simply a fault tolerant computer powerful enough to manage all the information being handled by the system. Beyond that, the telephone exchange will require some specialist software, such as that for progressive or predictive dialling, which BlackBIT will tailor to your exact needs. Proprietary hardware is not necessary.

The network

BlackBIT can assist with the set up the network – that is, the cabling and equipment needed to connect the telephone exchange with the terminals – to be capable of handling the VoIP traffic.

The router

The router connects your network and the internet. This is scalable, allowing multiple lines to be used within the same network. Regardless of how many terminals you require, you can expand the system indefinitely to deal with the required traffic just by adding more VoIP equipment.

Broadband or leased line connection

You’ll need an internet connection, the bandwidth requirement being determined by the number of calls your firm makes simultaneously, as well as how much you use the internet for data traffic at the same time as using the VoIP service.

Now, if you haven’t already, why not take a look at your software options.

VoIP options for businesses

Business solutions: System and software options

VoIP telephony has great functionality, flexibility and scalability, and what’s more, the initial decision making process regarding options isn’t complicated.

First, we’ll look at the required system capacity with you. Although it can be expanded at a later date, the size of the initial installation does affect the set up spend.  The required bandwidth is the most important factor: the more lines you need, the greater bandwidth you need.

The bandwidth requirement will be determined by:

  1. The number of calls your firm makes simultaneously; and
  2. The concurrent data transfer rate, that is, how much you use the internet for data traffic at the same time as using the VoIP service.

Next, you’ll decide whether your VoIP system will be hosted externally on BlackBIT’s servers, or on your firm’s premises as an on-site PBX. We’ll talk through your needs with you to help you make this decision. One question we’ll ask is whether you need the extra features that an in-house PBX (Private Branch Exchange) offers, which the hosted solution doesn’t.

Your decision about hosting might also be determined by the number of sites – whether single, split or dispersed – that will be using the system. For example, if you have multiple relatively small offices, it would make much more sense to operate using the hosted solution.

What’s more, having virtual offices in other locations – where you can have off-site live communication and address services but no actual presence – is no problem for VoIP. BlackBIT just has to know how many virtual offices you require.

You will probably want to keep your existing telephone numbers, this is normally perfectly achievable. However, you might want to take the opportunity to change from your existing number to one of the numbers we can offer, perhaps to find a more memorable or appropriate one.

VoIP equipment for businesses

Business solutions: Equipment

Once the bandwidth question has been answered, we’ll consider your server requirements with you.   

If you want a PBX solution, then you’ll need a basic, but quality, server. Ideally, you’ll have separate servers for data and voice traffic. 

Using a handset to make and receive telephone calls is usually the best solution for staff. VoIP handsets offer greater functionality than an ATA attached to a traditional handset. However, other options are available - as always, we’re on hand to help you make the right choices for your firm.

Once we’ve configured the server and carried across existing telephone numbers (if required), the VoIP system is operational. 

Our user friendly VoIP equipment means that your staff will only require a short training session to be fully up to speed with the system and all its benefits.