The Benefits of VoIP (Voice over Internet Protocol)*

Businesses are increasingly turning to VoIP networked telephony because it offers certain compelling advantages.

• There are significant financial savings in running a converged voice and data network. One infrastructure carrying both data and voice, provided by one supplier, can be managed, maintained and upgraded much more efficiently than two separate networks.


• While each network has its own value, that value is maximized when the two systems are consolidated. For example, computer applications and communications technologies can be intelligently linked to streamline the working environment.


• VoIP allows organizations to integrate their telephone, fax, e-mail, and other applications to capitalize on the benefits of unified messaging. Such a system can eliminate unnecessary interruptions while ensuring individuals always receive information in the most convenient format wherever they are located.


• The system can be used to support flexible working practices, whereby members of staff work from home or in dispersed 'virtual' teams. Using the VoIP network, team members can see when their colleagues are logged on to the LAN or using the telephone. VoIP offers improved bandwidth capabilities and makes video-conferencing a viable and cost-effective option for discussions between dispersed team members.


• VoIP technology can contribute to an effective knowledge management strategy. The larger the organization, the more information that must be shared, so an efficient communications system is particularly important. The VoIP network provides individuals with the opportunity to tap into colleagues' areas of specialization, allowing them to search for experts according to specific criteria.


• An organization can also use VoIP to enhance relationships with its customers. For example, converged call centers, or 'IP contact centers' allow employees to respond to all forms of customer inquiries, such as telephone, e-mail, fax, web response and instant messaging. Customers appreciate the flexibility of interacting with an organization that can handle messages from a range of different sources, and are even more inclined to do business with those who can offer an integrated response.