Call Centre Software for Your Business

The world of telephony has undergone a huge transition, from traditional telephones to voice over internet protocol or Call Centre Software. If you think the underlying technology behind is complex then we are going to make it easier for you to understand.

If you wish to take your business to the next level with then switch to VoIP phone services now. With VoIP, you can cheap local and long-distance calls along with free VoIP calls.

If you want to learn more about the Business Telephony before Call Centre Software, How VoIP Services Works,  VoIP with Traditional Phone Connections, VoIP for Business, Cloud vs Hosted PBX then read this article of Call Centre Software Software.

Business Telephony before Call Centre Software

It is undoubtedly a fact that the phone is the greatest invention as it makes communication possible regardless of distance and location. The traditional telephone service converts human voice into electric signals and transmits those signals over distances which are then reverted back to voice at the other end of the call. However, long-distance calls are known for being experience, especially long-distance calls. That is because the voice travels via a network of copper wires and the wires carrying signals are dedicated to your conversation exclusively. For instance, if you call someone from London to Manchester, you are essentially renting 209 miles of wiring. The competition for this wiring allows phone companies to elevate the rates of long-distance calls. 

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How VoIP Call Centre Software Work?

Customer Relationship Management (CRM) software is a handy tool that enables you to manage interactions with existing customers and potential ones.

VoIP call centre software uses the potential of internet protocol to accomplish the same results as a traditional phone but in a different way. When you speak into a microphone, your voice is converted into digital data packets of audio. These packets are transmitted from your PC via a router over fibre optic cables across the distance to another PC then reverted through that computer’s codec into voice.
Moreover, analogue phones traditional had to transmit information in a slow linear method. But the internet can send these audio packets faster in any order which is known as packet switching. 

 These packets are reassembled in the right order when they reach their destination. This increases the speed of delivery over analogue phones and decreases cost since there are no designated wires involved.
Call centre software services avoid the exorbitant pricing of classic phone systems by using digital packets and internet protocol rather than analogue phone lines

VoIP Phones connection with Traditional Phones and Phone Numbers

Customer Relationship Management (CRM) software is a handy tool that enables you to manage interactions with existing customers and potential ones.

VoIP to VoIP communication is a specific kind of voice of conversation where a device connected to the internet knows it is calling another internet enabled device, For example, Google calls and Facetime audio. For a VoIP call centre software to call an analogue phone or mobile phones there some extra steps that must be taken. Other than programming essentials and scientific language VoIP call centre software can accomplish this by directing phone calls via carrier companies.


These carrier companies have a presence around the globe that receives web-based audio packets through WebRTC protocol which converts them into signals which are acceptable to traditional phones and vice-versa. If there is a phone call placed on a VoIP phone which has to be connected to a landline pr mobile, these carrier companies fulfil that function. The same procedure happens when an analogue calls VoIP call centre software. These companies sell phone numbers which are connected with VoIP phones which makes them accessible through the traditional phone as well. Carriers have to process every call to the internet protocol phone associated with a real telephone number. Hence as long as phones and numbers are the chosen as means of communication, this is required. 

Why VoIP call centre solution is better for Businesses?

VoIP Increases Agent Knowledge and Productivity

VoIP can be connected to any other cloud-based technology you have. Unified communication solutions such as customer management, chat, email and sales tools are just the beginning. This connectivity allows better tracking, productive workforce and informed conversations. 

VoIP Software is Mobile

VoIP provides great mobility in the workplace. Desk phones as an anchor have almost become a thing of past. Moreover, internet protocol technologies are accessible through any internet-enabled device making remote work also possible. 

Internet Protocol Makes International Calls Cheaper

All the digital signals are sent through broadband which gets rid of ‘rental’ costs associated usually with long-distance PSTN calls.

One company that caters to a wide of businesses is VoIP business. They offer a range of phone numbers of almost all UK cities and you can choose UK phone number of your choice.

Cloud vs. Hosted PBX

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PBX (Private Branch Exchange) is a private telephone network which is designed for within organization use. Any business which uses PBX can connect more phones compared to the physical phone lines. In additions, all the calls within the office are free with PBX. Also, PBX can provide extra features including call transfer, voicemail, interactive voice response (IVR) menus, automatic call distributor and call recording. Since a hosted PBX or cloud PBX system provides a lot of additional features compared to the traditional phone lines or an onsite solution and they are also cost effective a large number of businesses have implemented hosted phone system. If you are considering switching to PBX then it is important that you understand which kind of hosted system telephone is actually suitable for you. Hosted or cloud PBX, you have to know and have basic knowledge about each type of PBX.

What is a hosted PBX system?

A hosted PBX has the following features:

  • All the equipment is handled off-site. A PBX hosted phone system service provider almost will run all of the required services at a remote site. The service provider will also manage all the equipment and you will not have to invest in any hardware.
  • The service can be accessed through a direct network connection. or in simple words, the service will be provided through the internet.
  • All the features are uniform. since the service is set to a fixed size there is no flexibility of scaling up or down. Nonetheless, this also means that the service is consistent.
  • The hosted PBX is generally pay-per-seat. For instance, if you have more than fifty workers then you will pay for the amount of server space and the infrastructure usage required for fifty workers.

What is a cloud PBX?

Even though a cloud PBX is like the hosted PBX, but it is not completely identical. it has the following features:

  • The service provider will run the service in the cloud. this means that there will be no physical off-site location where the service and other equipment will be kept.
  • It is scalable. Cloud PBX has room for flexibility with respect scaling the services up or down.
  • Spikes in the demand can impact services. since it is a challenging task to foresee and manage the unexpected demand hence high demand can disturb other users on the same network.
  • A direct network connection will be used in order to access the service. similar to other cloud-based services, cloud PBX also is accessed through the internet.
  • The Storage capacity might be Limited. according to the number of users the assigned storage space can quickly be used up.
  • It is usually pay-per-usage. rather than paying for the number of users, cloud-based system usually is billed depending on the service usage.

Cloud PBX

In cloud PBX the service provider hosts the Call Centre Software, Hardware and also maintains your phone system. Your business only has to connect the handsets to the network. The quality of call might vary based on the network connection. Your service provider will handle all the updates and maintenance of your system. Cloud PBX service is best for small or medium size businesses which are experiencing growth and want a scalable solution. With cloud PBX there is:

  • Minimum setup
  • No maintenance
  •  Monthly fees
  • If new phones added, then the monthly cost increases
  • Fast implementation

Onsite PBX

All the hardware will be at your physical location and the calls will get passed through your server over a dedicated voice network connection. You will be able to manage the call quality with more flexible and customizable options. Onsite PBX is best for small or medium-size businesses which have an IT Department that can support the hardware and if they can afford the expenses. With the onsite PBX there is:

  • Upfront installation and Hardware cost
  •  Maintenance of hardware costs
  •  Service and support from the in-house IT Department
  • Lower TCO
  •  Long implementation

What is the difference between cloud and hosted PBX?

Now that you have come to know all the basic characteristics of hosted and cloud PBX it is relatively easier to see the differences and similarities. Neither are both on-site solutions nor they need you to invest in a costly equipment. In addition, both systems are accessed through an Internet connection. However, that is where the similarity among both ends. Hosted PBX has uniform features which means you cannot scale up or down and it is pay-per-seat, making hosted system telephone a suitable choice for only established business which have a fixed number of workers and produce study volume of data. Cloud PBX solution on the contrary is scalable and it is pay-per-usage. This makes cloud PBX a suitable choice for start-ups and small businesses which are expanding.
Is there any other type of PBX system?
A PBX system can be referred to a site based, cloud, virtual, hosted or a hybrid solution.