17Aug

Why Softphones are Vital for The Telecom Industry

August 17, 2021 Sagar Malam 48

The modern workforce is no longer tethered to its desk. As remote work gains traction, organizations are increasingly seeking new communication tools for their employees in order to boost productivity and enable collaboration on the go.

With as many as 80% of modern enterprises relying on unified communications, it is no surprise that softphones, or VoIP-enabled communication solutions, are witnessing boom-time in the telecom market. Softphones are an easy-to-use solution that many organizations are leveraging to improve the way they communicate and to provide flexibility and accessibility to their workforce.

The global telecom sector has witnessed a communication revolution with the advent of VoIP – and the whole new way of making calls and collaborating that this technology brings to the table. A 2019 Global Market Insights report indicates that a VoIP propelled telecom industry will be worth US$ 55 billion by 2025. Cutting-edge innovations in VoIP, along with improved internet connectivity, are driving this trend.

In this blog, we will look under the hood to understand why VoIP is the technology of the future for the telecom industry and how it will change the game for the industry in the coming years.

Why VoIP is emerging as the technology of the future

Like most industries, telecom is rapidly moving towards automation. And VoIP is emerging as the technology that is on the ascent. Voice over Internet Protocol (VoIP) enabled softphone solutions are becoming increasingly popular to address the flexibility and accessibility needs of employees. Since softphones are not dependent on fixed hardware systems, employees can work seamlessly from anywhere, don’t need to change numbers or carry unnecessary devices.

Many big telecom enterprises – like At&T and Verizon – have been in the news in recent years for acquiring new companies and technologies in the VoIP space. In fact, it is expected that in the coming years VoIP will emerge as a key technology asset for the global telecom industry. VoIP-based mobile dialer phones, or softphones, don’t just facilitate better communication for industries and other end-users – they also deliver better customer support and marketing.

Also, telecom service providers will not depend on phone lines and other related hardware infrastructure for the unified communication needs of their clients. Instead, it is technology like softphones – that deliver speed and seamless connectivity without relying on hardware – that will emerge as the most popular communication option.

How the Telecom Sector Can Facilitate the Communication Needs of Companies with VoIP

VoIP-powered softphones offer unique features like enabling remote working and providing a fully-loaded collaboration toolkit that modern companies need to fulfill their communication requirements. How else will VoIP enable telecom companies to meet the communication and collaboration demands of modern-day companies? Let’s look at the boxes that softphones tick:

Customization: Softphones support unique user needs. They offer call management features like call transfer, the ability to merge and split calls, automatically record calls or even instant messaging and chat rooms, or video conferencing, screen sharing, and other collaboration tools. Such customizable solutions ensure that the most needed tools and features are with reach for users and improve efficiency, support mobility, boost productivity.

The best user experience: A confusing communication system that is difficult to navigate will not provide the time-saving and productivity-boosting advantages that users expect today. Softphone solutions come with easy-to-use interfaces, enabling employees to easily access and use the dial pad and other SIP calling and collaboration features that are similar to the consumer-level platforms they’re used to. This reduces the post-deployment learning curve and speeds up the return on investment.

Support a workforce that spans 2 generations: As per Deloitte, future workforces will be older and more educated than the current one. A solution that is simple to understand and easy to navigate will help organizations support the needs of multigenerational employees. A softphone software solution supports the preferences of different working styles of younger as well as older employees.

Cost-effective: Softphones are more cost-effective than hardware IP phones in terms of purchasing and maintaining. They cost little and can be integrated with a worker’s own device. With an internet connection, they can be used anywhere in the world. They require no maintenance and only break down when your device crashes.

Enable remote working: VoIP softphones don’t need physical phone lines and remote workers can use their own devices as an office extension to make and receive business calls and keep their personal phone numbers private.

Consolidated collaboration and increased engagement: Employees can chat with each other and create group chats to minimize email overload. They can share files using simple drag and drop. Besides, softphones support CRM integration that helps in real-time data collection, personalized customer service, increased work efficiency, and easier team management.

Initiating Conferences Right from Mobile Phones: Conferencing is an indispensable part of today’s collaborative work culture. To start or join a conference call is quick and easy with a softphone as it doesn’t require dialing in, and employees can easily reach anyone within or out of their organization.

How VoIP is Re-scripting the Telecom Sector’s Success Story

The telecom sector was originally built on the foundation of the Public Switched Telephone Network (PSTN). This network required telecom companies to invest heavily in physical infrastructure.

VOIP does not require such infrastructure investments, as the entire call making and receiving process happens on the internet. Audio files are transformed into data packets whenever a call is made. VoIP uses the internet to carry data packets to call people across the world. This process of conversion to data packets happens in the same way that all forms of online information is sent or received.

Major telecommunication companies are moving to VOIP services because advances in internet technologies, such as 5G networks, remove the most primary obstacle for VOIP – that is internet speed.

So why is VoIP capturing the imagination of the telecom industry? The answer lies in the advantages VoIP offers over PSTN. As VoIP technology gets mature and better developed, its benefits outrun PSTN on several fronts. Let’s look at some of these advantages:

Cost: Making calls via VoIP is cheaper than PSTN. A VoIP mobile dialler doesn’t need expensive hardware installation or phone lines. All it takes is for the software to be installed, and the phone system is up and running. Making calls is also cost-effective. Since geographical distance doesn’t matter in VoIP calls, long-distance calls don’t come at an additional charge.

Portability: Modern organizations aren’t confined to one city or country. Today, companies work out of several premises and even encourage remote working. Being a portable phone solution, VoIP telephony facilitates remote working.

Unified communication: VoIP mobile dialler systems offer users more than just voice calls. They deliver Unified Communications as a Service. Voice calls, instant messaging, and video conferencing can happen through one system.

Maintenance: Traditional PSTN systems rely on aging infrastructure. Telecom companies often end up providing services using outdated copper wire phone line networks. As these networks get further used, the cost of maintaining them only keeps rising. VoIP, on the other hand, is a low-maintenance solution and VoIP-delivered services are much easier to maintain and fix.

Convenience: Major telecom carriers are leveraging VoIP technology, building internet protocol (IP) based networks to provide both voice calling and broadband services, because relying on such IP based networks is more convenient for carriers as they don’t have to maintain a separate PSTN for call services.

Less hardware: Softphones reduce the number of devices in your office, or in your baggage if you are on the move. Also, if a softphone stops working or becomes obsolete, you don’t have to invest in a replacement. Most softphone providers let users upload the latest version for free.

Easy to scale: When a new employee joins an enterprise, providing them with a softphone is an easier option than getting a new phone and dealing with setup delays. That way, the new employee hits the ground running with an exclusive, official phone number. Organizations can scale their softphone systems with ease because adding more phone numbers can be done quickly.

Increased privacy: No employee likes to share their personal number for work purposes. Softphones provide employees with privacy as they can access their business number on their personal device, via a softphone application. They don’t miss any calls and aren’t forced to compromise on their privacy as well.

Integrations: This is one of the softphone’s key draws. Many enterprises use a variety of apps to support, sales, marketing, and other business functions. These apps usually aren’t connected and this can lead to issues with data accuracy, data silos, and missing customer information. Softphones easily integrate with commonly used CRMs, email systems, and Slack. Clients can use these extensions to create customized workflows, and boost efficiency.

Administrative features: Today, organizations want powerful analytics that shows the number of calls being made, who isn’t using their phone numbers, call times, and more. They also want audit logs that show where calls are being made and for general record-keeping purposes. Softphones provide easy access to all this information.

Security: Softphones provide several options to protect data. While Transport Layer Security (TLS) protects phone data, Secure RTP encrypts media. They also provide access control. For instance, administrator-level permissions that only certain employees can access and strict password protocols allow enterprises to maintain the first line of defense against hackers.

Support: Like with all software, softphones can also have bugs and other performance roadblocks. Softphone providers offer support options including email, text, and phone support so they can help organizations to seamlessly iron out issues when they arise. Some companies even give dedicated account managers who can help set up softphone accounts and provide best practices for managing the phone system.

To Sum Up: Why the future of Telecom is VoIP

What does the rapid advance of VoIP mean for the future of the telecom sector? Does it mean that traditional telephone systems will turn obsolete and get replaced with VoIP? If current trends and statistics are to be considered, then the focus seems to be shifting to VoIP in a significant way.

Look at the numbers in the US market. The shift to VoIP is growing at a rapid rate in North America, and some experts estimate that the technology could replace PSTN as early as 2025. Many leading telecom firms are already moving towards VoIP in a big way and are also powering their landlines with VoIP technology.

In a report on the future of fixed telephone services and the growing traction for VoIP, the United Kingdom’s Ofcom observed: “PSTN is reaching the end of its life and becoming increasingly difficult and costly to maintain. We recognize that the migration to VoIP is necessary to ensure the continued provision of reliable landline telephone services given that the PSTN can no longer be sustained in the long term.”

VoIP is, clearly, the future of the telecom sector. To survive and prosper, all telecom companies will have to become VoIP firms.

07Jul

8 Telecom Trends 2021: Industry, Innovation, Predictions 2021

July 7, 2021 Sagar Malam 65

Besides going down in history as the year of the Covid-19 pandemic, 2020 will also be remembered for the transformative digital changes that took place across global organizations.

In terms of tech transformations, the telecommunications industry went to the next level. With countries in lockdown and remote working becoming a norm, mobile, fixed-line, and internet-powered communication became a lifeline for organizations. Telecom companies emerged as one of the most essential industries during the pandemic, and will likely stay that way in the future. Telecom companies built a strong foundation for future growth by enabling seamless professional communication between remotely-connected workforces, investing in UCaaS (Unified Communications as a Service), and allowing businesses to continue delivering products and services by migrating to the cloud.

Big changes are coming to the telecom industry, and it is clear that the future will involve seamless experiences that support a shift to remote work. The success of telecom operators will depend on how they respond to these new work trends.

In the coming decade, communication solutions are expected to improve customer experiences at all levels, be it through unified communication systems, transformative technologies like AI (artificial intelligence) and machine learning, or key infrastructure improvements like 5G and UCaaS implementation. As a result, what is expected is the rise of a new communication standard.

The main trends that emerged during the 2010s were VoIP, mass availability of high-quality fiber broadband, and the cloud. In this decade VoIP (Voice over Internet Protocol) began to build traction by offering high-tech communication solutions for the global telecom industry. As businesses shifted their processes to cloud services, it became easier to enable flexible and remote working.

What does the coming decade hold for the telecom industry? Let us look at the extraordinary innovations and trends that are set to transform the industry in the coming year, and decade.

The Main Telecom Trends: What will telecommunications and telephony look like in the 2020s

The telecom industry’s technology transformation – which began in 2020 – is continuing into 2021. In fact, it is expanding at a rapid rate, due to the unique capabilities of these technologies, such as a faster, better, and more comprehensive tackling of market challenges. For instance, In the fight against fraud, the value of AI and ML methods will be of great benefit, as it helps detect anomalies faster. VOIP technology is slated to replace the older PSTN systems. For companies that want to cut down on expenses, VOIP will be the way to go. The spotlight will be on 5G deployments, due to the huge boost in connectivity and speed that it will bring.

Let’s look at each of these telecom trends and understand how they will re-shape the industry.

#1. 5G will go mainstream

Today’s fast-growing businesses need the right communication tools to stay ahead, making the adoption of 5G networks the talking point among VoIP market trends. 5G or fifth-generation wide-area wireless networks are set to become the new global standard. What makes it so special? 5G promises lightning-fast speeds, low latency, and seamless connectivity for internet devices. It has the potential to accelerate the adoption of Internet of Things (IoT) technology, improve call quality across devices, and provide businesses with an internet network they can bank on. With 5G, businesses will experience better Internet connectivity, voice and video calling, faster file sharing, and more. It will also reaffirm how important mobility in telephony solutions (like VoIP softphones) has become.

Research by Verizon has found that the perceived benefits of a 5G network include better data transfer speeds, improved connectivity of wearable tech, and reduced instances of dropped calls. These benefits will encourage more enterprises to adopt VoIP. As companies gradually roll out 5G capable devices and infrastructures, it’s clear that communication solutions will take a huge leap towards the future.

#2. The rise of AI and ML

AI is everywhere. It’s on Netflix, on your social media feed, and on the websites that you visit. VoIP won’t be any different in the coming years. For example, the call center industry will use the power of AI to improve service delivery by providing self-help options that will lead customers to quick solutions. AI through bots will be used to predict customer behavior and provide business insights to organizations.

Telecom companies are already leaning in a big way towards machine learning and AI, as these technologies can help optimize back-end processes. They also power chatbots and speech recognition software that assist in customer service interactions and improve customer experiences.

For the telecom industry, AI can use data to predict peak traffic, provide better end-to-end service and enhance connectivity. They can also leverage these technologies for network capability improvements, provide seamless customer experiences, and boost infrastructure automation.

#3. Boost to UCaaS

As the future of communication infrastructures becomes cloud-based, cloud phone systems are emerging as the most cost-effective telephony option for businesses. The UCaaS market is predicted to reach $24.8 billion by 2024. Using UCaaS, organizations will have quick access to their data, audio, and video communication. Also, as everything is stored on the cloud, disaster recovery and business continuity will become much easier.

The pandemic was one of the market drivers for the growth of cloud-based telephony solutions, as it has forced businesses to move their in-house PBX systems to the cloud. The sudden shift to remote work pushed most companies to adopt and implement UCaaS.

In 2021, the UCaaS market is expected to grow to over $28 billion. What makes UCaaS so important? Modern UCaaS solutions make it easy for organizations to talk, text, share files, project updates, and give the leadership visibility into their teams’ performance. The rise of cloud-based phone systems like softphones is also leading the way.

#4. VoIP support for IoT

IoT connects internet-enabled devices to simplify data exchange. As this technology develops, VoIP will play a crucial role in the data capture and transmission levels of IoT. VoIP devices are evolving beyond sending voice and video packets. It can now even ensure that all its endpoints such as cameras and speakers work to connect with other devices. This is where IoT and VoIP meet.

When VoIP and IoT come together, they can revolutionize the way businesses operate. For instance, companies can set up smart offices, where a network will collect data from all the office equipment so that employees can have the information they require wherever they are. Or, imagine a voice-activated workspace, where an employee can ask VoIP to record a meeting.

#5. Merger of VoIP and WebRTC

The WebRTC framework was created to run real-time communications in a browser using simple APIs, and many organizations are opting for it. WebRTC has made it seamless to use internet-based communication on the go without any setup.

As WebRTC is an open-source standard, it works well with VoIP systems as well. For instance, WebRTC improves VoIP experiences with instant calls and live video support, and enhances peer-to-peer file swapping and direct calls from the web browser.

The telecom industry is expecting to see the merger of these two communication systems. By aligning the functionalities of WebRTC and VoIP, organizations will not need extra plugins and widgets for their communication functions.

#6. Increased focus on security

The one big disadvantage of seamless internet accessibility is the risk of cyberattacks. According to Statista, some of the most common types of cyberattacks include phishing, network intrusion, and inadvertent disclosure. As the pandemic forced more people to work from home, hackers began spreading malware through portable executable formats.

As VoIP communication systems run on the internet, they are prone to such attacks. Organizations will have to prepare themselves to handle this by providing another layer of privacy and security.

#7. Advanced VoIP assistants

With advances in AI and language processing, we will see voice assistants (like Siri, Alexa, and Ok Google) turning smarter as they will be able to respond to highly complicated questions and help automate mundane processes like routing calls to agents or sending calls to voicemail. Powered by AI, they will also be able to collect customer information by recording previous interactions automatically. This will make it easier for agents to pick up calls where other agents left off and provide personalized customer service.

Advanced VoIP assistants will also be able to do new and diverse tasks like recording meetings and transcribing them as the meeting proceeds.

#8. Growth in cloud platforms

The move to the cloud is happening at a rapid pace, as organizations adopt a cloud-first approach. This is particularly important as organizations change the way they consume voice services. Enterprises are increasingly looking at removing the need for physical phone equipment and benefit from the advantages that hosted voice platforms, like softphones, provide. These advantages include cost saving, flexibility, and disaster recovery capabilities.

Why VoIP solutions like Softphones will emerge as a Game Changer for the Telecom Industry in the Coming Decade

The global VoIP market witnessed exponential growth over the last decade, and the rise of remote working is set to boost it further. This is especially because VoIP platforms are increasingly integrating with 5G adoption, UCaaS growth, and the use of AI and ML.

Global enterprises have a growing requirement for a cost-effective communication solution that can support workforce mobility. This is where VoIP systems play an important role. This technology allows users to implement flexible communication systems that cater to voice, SMS, email, video conferencing, and other types of communication methods that modern businesses require. VoIP technology can help reduce company phone bills and teleconferencing costs by up to 30% and save 90% on international calls.

The VoIP market is projected to grow up to $55 billion by 2025. As organizations go global, they need phone systems that improve communication and collaboration between employees spread across the world. This increases the demand for VoIP products such as IP phones and softphones. Also, telecom companies and governments are investing in wireless telecommunication technologies such as 4G and the upcoming 5G network, leading to higher transfer speeds for high-quality voice and data services. This will increase the impact that VoIP has on global businesses.

In fact, VoIP is one of the big reasons why the global telecom industry is undergoing such a drastic transformation. VoIP services offer features that traditional telephony does not. It’s cost-effective and does not require costly physical infrastructure. It’s also gaining traction as the gig economy grows and the changing nature of business requires enterprises to communicate anywhere in the world, at any time.

Conclusion

The telecommunications industry is changing, and VOIP technology is set to replace traditional telephony. It’s no longer a question of if, but when. So in the next decade, we can expect IP telephony systems like softphones to become the communication solution of choice, as businesses jump ship from ISDN systems.

In 2021, telecom companies will maintain global competitiveness and boost productivity by leveraging emerging technologies that have the potential to transform customer experiences, network expansion, and infrastructure management. Also, consistent connectivity and enhanced customer service will be the key drivers behind the growth of global telecommunication.

The future of global communications will be more interconnected than ever, and also extremely mobile and flexible. Businesses have to ensure they stay in tune with this trend, by shifting to flexible and unified communication solutions.

25Jun

11 Key Features Your VoIP Softphone Must Have

June 25, 2021 Sagar Malam 61

Organizations around the world are in the midst of a revolution – as business operations evolve in response to changing customer needs, market fluctuations, and a transformation that tilts towards remote work.

Forbes predicts that 50% of the corporate workforce in the US will be working remotely in the near future. Moreover, with the rise of co-working spaces, the concept of having an assigned desk in an office has fallen by the wayside. Softphones are emerging as an evolutionary technology for these on-the-go employees, as it enables them to carry their business phones in their pocket.

Professional communication has emerged as a priority for organizations, as they strive to seamlessly service their customers and keep their employees connected. This means their communication channels should be consistent, reliable, secure, agile, and uninterrupted. Besides verbal communication, enterprises are also increasingly deploying video calling, instant messaging, presence, and cloud-based provisioning tools to enable robust collaboration among their workforce, clients, customers, and partners.

In order to meet these multiple communication requirements, enterprises are upgrading their legacy phone systems with collaborative solutions to develop secure, streamlined, and productive communication across the company. VoIP Softphones, or mobile dialers, are emerging as a next-generation solution that is helping businesses to collaborate efficiently.

A softphone is a device-agnostic app that can be downloaded on diverse devices and allows users to make and receive phone calls over the Internet. The interface of a softphone typically looks like a traditional telephone dial pad, besides displaying useful additional information like the caller’s identity, contact information, and history. Other than the calling function, softphones also allow users to access the other features in their VoIP service package – including video conferencing, team messaging tools, and analytics of recent call activity – in a single dashboard.

A softphone is not a standalone solution. Instead, it is directly connected to your VoIP business phone system, allowing you to access your business phone on your laptop, desktop computer, tablet, or mobile phone. This removes the requirement of investing in expensive hard phone equipment. Softphones enable users to make VoIP calls over diverse web browsers, including Google Chrome, Safari, and Firefox.

How Does a Softphone Work?

Softphones are integrated with three key features that are turning it into a must-have solution for enterprises:

– Customization to meet every enterprise’s unique needs.

– Best-in-class user experiences.

– Supports a multi-generational workforce.

Most softphones come equipped with SIP (Session Initiation Protocol) that supports VoIP calls and enables networks to send/receive data associated over the internet. SIP softphones make voice calling possible over internet-connected devices, using a softphone client that offers the user interface for VoIP and SIP phone calls.

VOIP is a translation tool that allows audio to be connected over the internet, providing a basic platform that makes softphones possible. A softphone communicates with another device when both endpoints support the same VoIP Protocol. Both endpoints must have at least one common codec.

Being a software, softphones can be installed on desktops, laptops, and mobile phones, or accessed via cloud computing. This makes them fully portable and usable wherever there is an internet connection. Softphones also come with deep integrations with CRM software, thus providing enhanced customer service experiences from a computer.

To use a softphone, you need four basic assets:

– A high-bandwidth internet connection.

– An internet-enabled device, which could be a desktop computer, laptop, tablet, or mobile phone.

– A VoIP headset.

– A VoIP service provider/ IP-PBX.

The process of deploying a softphone is simple. You need to install the softphone application on your device, and you are set to use it, if you have a high quality, reliable, and secure internet network. Softphones enable users to from a computer to a phone line, from a mobile phone to a computer, or between any internet-enabled devices that have the softphone app. A softphone runs on most devices and platforms – Mac OS, Microsoft Windows, Linux, Android, and iOS – as well as from a web browser.

Why do you need a VoIP service provider/ IP-PBX for softphones? It offers the underlying service that carries the calling functionality. Every softphone is registered and assigned a unique number under a specific provider. While the basic softphone functionality remains the same, the extended features vary from provider to provider. So, it’s up to an organization to choose the right VoIP service provider according to their business requirements.

Similarly, softphones can also be used with IP-PBX to access calling and other functionalities. It is configured into the softphone, and the functionalities are inherited and work along with other advanced features of the softphone.

Top 18 Features of a Softphone

Softphones come packed with unique features. From an easy-to-use interface to built-in caller settings, users can customize a softphone’s features to fit their business needs. Most VoIP mobile dialers also include standard telephony features like mute, hold, transfer, and flash, along with other unique collaborative communication features.

No matter which softphone you use, it should come with these essential features:

Contact directory: Every softphone comes with an inbuilt contact directory. A good way to test out a new softphone is to find out how simple it is to import existing contacts and create new ones.
Extension dialing: Business softphones are required to be as functional and easy-to-use as desk phones. One of the features they offer is the ability to connect coworkers via extension dialing. This is an especially useful feature for joining conferences.
Call transfer: What makes a good business-grade softphone stand out is its ability to easily transfer calls, be it to another extension, an outside line, or to the same line on a different device.
Call hold: Besides managing calls, softphones also display how long a call has been on hold so that the end-user knows who to address first.
Caller ID: This is an essential feature, as it lets users know who is calling on their business number. Softphones provide detailed caller ID information – ranging from a number, name, place of call origin, and more.
Three-way conferencing: This is not the same as a conference bridge. With three-way conferencing softphones enable a third person to join a regular call. However, not all softphones have this feature, and all browsers don’t support it either.
Presence: This is a valuable softphone feature, where a user gets to know which co-workers are online and available to talk.
Volume control and mute: Since softphones can be used while on the move, there are times when users are not in an appropriate place to take a call. This makes the volume control and mute options critical.
Dial pad: Although there are some softphones that have done away with using the dial pad as their main interface in favor of a more modern-looking app, it still remains a vital feature for phone menus and conference PINs.
Video calling capability: As the concept of remote working gains traction, video calling has become a crucial communication feature for organizations because it adds a visual element to a long-distance conversation presence and makes collaboration easier. Softphones can enable or disable video feeds during a call.
Online messaging: This feature allows employees to use their softphones to text people directly from their business phone line. It’s become a key softphone feature as messaging evolves as an important means to create personalized customer experiences.

Besides these standard softphone features, some VoIP mobile dialers also offer unique features to their users. Let’s look at what they are:

1. Leverages WebRTC to make seamless audio and video calls

Supported by the World Wide Web Consortium (W3C), WebRTC allows open standard browsers to communicate with each other and exchange audio, video, and data files that use a simple Javascript-based API. It allows users to make audio and video calls without requiring a plugin or any additional software installation.

2. Auto-provisioning

Users can activate their softphone service via a web interface without requiring any configuration settings. This makes the deployment and management of installation fast and easy.

3. Multi-lingual support

Softphone services like Tragofone offer multi-lingual support so that users can converse in a language of their choice.

4. Can be integrated as a white-label mobile dialer app

White-label dialer softphone applications can be integrated under a company’s brand, giving it the brand’s look and feel. They have the enterprise’s name, logo, and all other branding factors, and can be represented as their own dialer application.

5. Integration with other databases and directories

Some softphones implement compatibility with third-party applications like Microsoft Outlook. They also enable integration with shared LDAP (Lightweight Directory Access Protocol) directories, Microsoft Active Directory, and ODBC compatible interfaces. This feature is especially useful for call centers.

6. Multiple SIP Accounts

Having multiple, independent SIP accounts on a softphone allows users to consolidate their accounts and make or receive calls from a single softphone. Having multiple registrations enables organizations to shift between accounts on a per-outbound call basis, depending on which VoIP provider or ISP offers the best rates for the destinations they are connecting to.

7. Security and privacy

Modern organizations are very particular about the privacy and security of their communications. These security issues are very relevant for softphones, where incoming and outgoing calls are vulnerable to attacks such as wiretapping and eavesdropping. Quality softphones support encryption using Transport Layer Security (TLS) and Secure RTP (SRTP) protocols, as it reduces these threats.

How Organizations Benefit from using Softphones

Softphones are the future of enterprise communication. Software-centric communication solutions are in demand as they provide flexibility, scalability, and security, improve communication processes, and boost business efficiency.

What other benefits do VoIP mobile dialer applications bring to enterprises?

Cost-effective

Softphones save you money. As softphones use VoIP signaling, they reduce communication costs significantly, when compared to mediums like PSTN. Businesses can save costs in the form of lower long-distance fees and minimal equipment installation.

Work from anywhere

Softphones can be used anywhere, providing the flexibility for users to work on the go. This makes them ideal for telecommuting employees.

Minimal equipment

Softphones require much less equipment than older voice solutions – be it the copper wiring or the costly PBX server installation.

No dedicated line

Softphones use the internet to make and receive calls, negating the need for a dedicated connection for voice communications. This results in cost savings for businesses.

24/7 employee connectivity

You can take your softphone anywhere. You can install it on any computer or add it to any additional mobile phone device – without worrying about reinstalling equipment.

Manage and control your calls

A softphone’s intuitive interface provides you with a single view of multiple calls. Users can easily switch calls, mute calls, or send callers to voicemail. They can also park a telephone call on a virtual location and retrieve it from any other phone or softphone in their system. A call can also be transferred to any phone number or extension.

Get high-quality sound with HD voice

Calls made through softphones are clearer and the voice quality is richer as compared to traditional desk phones.

Record calls

Users can record a single call or change their settings to automatically record all calls. They can also download recorded conversations, store them on your computer, or forward them to others.

Send text-to-speech messages in real-time

When a softphone user is busy, she can send a default message or type a personalized one that is transmitted via text-to-speech technology. These options are useful when employees are participating in a web meeting or are on another call.

Intercept callers leaving messages

Users can listen to voice messages as they’re being recorded by a caller, and can even intervene in the middle of a message and accept the call.

Conclusion

In recent years, businesses have changed the way they work and communicate. And this shift is here to stay. This could mean that traditional phones could soon become a thing of the past.

Softphones are emerging as the new tool that is transforming the way employees make voice calls, video calls, share their screens, notify presence, or chat using instant messaging. All this is done by simply using a software application. This is reshaping how organizations communicate, collaborate, and provide seamless customer experiences.

08Jun

SIP Vs VoIP: Functionalities, Similarities and Differences

June 8, 2021 Sagar Malam 62

Enterprises around the world are fast moving from traditional phone lines to cloud-based internet telephony. This is because cloud technologies support more cost-effective and hardware-independent communication options.

Internet telephony has also become a go-to choice for many businesses due to its increased reliability and accessibility – and VoIP and SIP are providing the foundations for IP technology.

However, in this new age of telephone technologies, voice represents only part of a modern organization’s communication needs. Starting from the 1990s, VoIP (Voice over Internet Protocol) has gained attention and traction, and become one of the most successful voice communication tools across the world. VoIP has enjoyed soaring popularity as it can seamlessly support a growing global mobile workforce. Tech watchers predict it may overtake traditional public switched telephone networks in the coming years.

But VoIP isn’t the only cloud-based technology that businesses must consider to cater to their unified communication needs. SIP (Session Initiation Protocol) is also an important contributor to cloud-based business communication.

Although both VoIP and SIP refer to internet telephony, they are technically very different. While VoIP is an Internet-powered alternative to landline phone calls and is a voice-oriented technology, SIP is a multimedia communications protocol and an industry-standard method used to enable VoIP calls between devices.

In this blog, we will look at how VoIP and SIP function independently of each other and also how they complement each other and provide the best results when they are used together.

What is VoIP?
What is SIP?
SIP Vs VoIP: What are the Differences
How SIP and VoIP Work Together
What works best: VoIP, SIP, or VoIP with SIP
VoIP or SIP: What’s the Right Fit for your Business

What is VoIP?

Unlike traditional phone lines or public switched telephone networks (PSTN), VoIP refers to any telephone communication over the Internet. VoIP is also referred to as IP telephony, internet telephony, or voice over broadband. This technology uses the internet as a channel to digitally transmit voice signals to another telephone or endpoint. VoIP is deployed in conjunction with mobile or browser-based applications, through an Internet Telephony Service Provider (ITSP).

For basic voice functions, enterprises need a VoIP-enabled phone and VoIP software, to make and receive calls over the internet. It’s turned into a popular choice for organizations that want to remove the clutter of landline phones in their office. With a VoIP setup, they get to retain an official line for their business.

What is SIP?

While VoIP refers to a type of phone call, SIP refers to the protocol used for setting up these calls. SIP is a communication protocol that enables VoIP and transmits VoIP calls, by governing the establishment, termination, and other essential elements of a phone call.

SIP can transmit information between two or more endpoints. With SIP, enterprises are not limited to voice communication only and can expand into video conferencing, instant messaging, media distribution, and other applications. Most IP phones that you will find in organizations are SIP-compatible.

Besides being fast, flexible, and scalable to meet specific business demands, one of the main benefits of SIP over other VoIP protocols is its ability to interact intelligently with other protocols. This enables it to adapt its signaling protocol to match that of the client system.

SIP Vs VoIP: What are the Differences

Comparing VoIP to SIP is akin to comparing apples with oranges. While VoIP describes any internet-based telecommunication system, SIP is a specific type of VoIP deployment.

VoIP refers to any call made over the internet and depends on data connectivity to transmit voice information packets, rather than PSTN. On the other hand, SIP is a protocol used to initiate, maintain, and terminate multimedia system communication sessions in VoIP applications. SIP protocols enable the management of voice, video, and electronic messaging applications.

Let us look at some key differences between the two technologies:

VoIP best supports voice communications between single parties. On the other hand, SIP supports a broader set of applications, including multimedia conversations between multiple parties, including voice, video, and instant messaging. SIP systems allow users to make voice and video calls online, most often for free.
A major difference between VoIP and SIP is their scope. VoIP is not a discrete technology, but a family of technologies that are used within modern telecommunication networks. SIP is a signaling protocol used within the umbrella of VoIP technologies.
VoIP handsets and SIP handsets vary in terms of devices – although a SIP handset can also function as a VoIP handset. VoIP handsets, or VoIP phones, must be connected to a computer to make or receive calls. SIP phones work without a computer – requiring only a modem. This makes SIP phones more like traditional phones.
VoIP hosts handle traffic differently from SIP systems. SIP systems are processed by individual systems that are located on every user’s system. This peer-to-peer system can handle large amounts of data and traffic as its users have access to more bandwidth and resources. On the other hand, VoIP hosts direct traffic from one central network. This can result in a system overload when there is a large amount of traffic, impacting its overall performance. However, a single network system also has its benefits – as fewer points of communication result in stronger security.

How SIP and VoIP Work Together

The relationship between VoIP and SIP is similar to websites and HTML. A website is a collection of pages that can be accessed using a web browser. HTML is a language used to build websites. However, websites can also be created using other languages like Java.

Likewise, VoIP is a method used for sending voice calls over the internet – covering any type of voice communication ranging from Skype and FaceTime to enterprise phone services. SIP is one of the many protocols that can be used to implement VoIP. Most phone systems used by organizations today rely on SIP, as it is considered an industry-standard today.

Despite their fundamental differences, VoIP and SIP overlap in many ways. Softphones, also called SIP telephones as they use SIP technology, and they connect devices to VoIP networks. Softphones integrate using a computer or a cloud-based phone system, making phone numbers independent of any single device. This is their most distinctive feature when compared to traditional landlines. However, VoIP adapters allow phones that were traditionally used with landlines to incorporate the functions of softphones as well.

When SIP and VoIP come together, they offer several advantages to enterprises:

VoIP and SIP allow organizations to consolidate technologies via unified communications (UC). Communication methods that support SIP can integrate with other business cloud applications, such as customer relationship management (CRM) systems. This way, users can share data via SIP-supported platforms.
As part of an organization’s UC solution, VoIP and SIP help consolidate administrative tasks associated with video, voice, and instant messaging.
SIP plays a big role in supporting VoIP and other unified communications across the globe. In 2019, SIP trunking technology held the largest share of the global $15 billion VoIP market. With the VoIP market estimated to double by 2025, SIP will get a big share of the pie.

What works best: VoIP, SIP, or VoIP with SIP

VoIP and SIP may work well together, but they’re not mutually inclusive. If you’re using only voice communications then VoIP doesn’t need SIP to function. There are many internet protocols that enable voice communications, though SIP is the most widely used.

Besides voice, SIP also enables text and video communication. Any enterprise on the lookout for an all-around UC provider will go for VoIP with SIP. Using only VoIP can limit their options, while SIP allows them to scale their communication as per their business needs. Also, as SIP can interact with other protocols, it means your VoIP won’t develop a snag while trying to connect with other systems.

More and more organizations are finding that, sooner or later, they have to upgrade to using VoIP with SIP – it’s emerging as the most popular option. Using this tech combo, they can integrate different types of multimedia channels into a single system, to transmit voice, video, and conference calls, and create seamless UC suites.

A big reason for SIP going mainstream is that it supports diverse communication capabilities. It takes VoIP’s capabilities and adds the power of video and data transfer to it. SIP has you covered if you:

– Need a network that provides seamless long-distance video conferencing.

– Need a convenient way to send files and documents to a co-worker.

SIP builds on a VoIP system’s strengths, helping it to boost productivity. It’s also easy to implement and manage, as long as your IT department is familiar with the protocol.

The benefit of using VoIP-only services is that it has portable components and easy-to-manage payments. If an enterprise requires only voice communication support, they might find it more cost-effective to use a protocol other than SIP with their VoIP system. However, this can limit their future communication growth.

SIP is a protocol that is compatible with cloud applications and provides more growth opportunities. Industries are increasingly adopting advanced technologies to stay competitive and to scale up quickly. As organizations seek better unified communication strategies, they are turning to SIP services to provide this opportunity.

In a final analysis, the VoIP Vs SIP debate is more about what solution works best for you, rather than which one comes with greater advantages. If an organization is looking at consolidating its communication technology, integrating SIP with VoIP services could be a game-changer.

VoIP or SIP: What’s the Right Fit for your Business

For organizations seeking a unified communications approach, the most important question is whether voice-only VoIP phone service best serves their business needs, or if a SIP implementation – with its UC capabilities – is a better fit.

Factors that help organizations decide whether UCaaS (Unified Communication as a Service) is the right match for them include their budget and a desire to adopt multimedia communications tools. If they’re already using collaboration apps or technologies, which are a component of UC, they have a strong case for SIP adoption. For many businesses, moving directly to SIP offers cost efficiency and a boost in productivity.

So should organizations go for hosted VoIP services or SIP trunking? It depends on a number of factors, including:

Business needs of an organization

Hosted VoIP services give businesses very little control over features, customization, and security. The opposite happens with SIP – you’re in charge of everything. There are scores of VoIP services available for businesses to opt for these days. So finding a service provider who can meet their business needs is easy. But if a hosted VoIP does not offer the end-to-end communication needs of an organization, then SIP trunking is the obvious choice.

Budget

SIP trunking needs a heavy upfront investment – as it requires an IP PBX and other hardware components to be purchased – although it does prove cost-effective in the long run. Therefore, small and medium businesses may do a double-take about the large spend. Hosted VoIP services, on the other hand, are easy on the pocket and fit well with any budget.

Availability of in-house expertise

If an organization opts for hosted VoIP services, they don’t need an IT team to manage the system – everything is handled by the vendor. Professional service providers provide seamless troubleshooting and support services. SIP trunks, on the other hand, will require in-house IT expertise to deploy and maintain the phone system.

Long-term communication goals

Before zeroing on a communication technology, enterprises must answer some key questions. How do you see your business growing in the near future? What changes in communication methods do you anticipate in the long term? Hosted VoIP services can scale fast. But if you are aiming at dramatic organizational changes, then they might not be able to keep pace. Businesses that are looking at a sharp growth trajectory need better control over their phone systems – which SIP trunking can provide.

Conclusion

As modern businesses communicate using a combination of emails, text, video conferencing, and cloud-based IM platforms, they require a lot more from their communication services provider than just voice calls.

Organizations that are looking at boosting their communication strategies by moving to VoIP should consider each of the ways they can deploy it, including SIP trunking, and opt for the one that provides the greatest benefits to them. If your customers appreciate the benefits that SIP and VoIP bring, they are likely to give a go-ahead to modernize their communications platform.

Sagar Malam

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