What is Contact Center VoIP?

VoIP, which stands for voice over internet protocol, is technology that allows users to make phone calls over the internet rather than using traditional analog phone lines. It does this by converting voices into binary data – ones and zeros - that travel over the internet to their destination.

There are three primary ways that users can make VoIP calls. The first method is called a softphone, which only requires a computer and headset - no desk phone required. Callers can also use VoIP phones, which are handsets specifically designed to use VoIP service. The third option is to use a VoIP adapter with an analog phone.

Call centers can use VoIP as their primary voice service. Because it uses the same network as data, it provides the benefit of a consolidated voice and data backbone. Additionally, it enables an at-home agent model since it can be used from virtually anywhere.

A Brief Introduction to VoIP

As noted, unlike traditional phone lines that utilize the Public Switched Telephone Network (PSTN), VoIP converts voice into digital signals, enabling phone service to be delivered via an internet connection. VoIP had its rudimentary beginnings in the 1970s. However, it wasn’t until the late 1990s that the technology evolved to become more widely accessible to businesses and consumers.

Businesses in the United States saved up to 40% on local calls by switching to VoIP phone service. This astounding figure demonstrates how voice over internet protocol transforms customer communications.

The Emergence of VoIP Contact Centers

A contact center is essentially the nexus of customer communications for a company. Traditionally, contact centers relied on expensive, inflexible phone systems that used physical phone lines. The landscape began to change dramatically with the advent of the internet, specifically voice over internet protocol (VoIP).

What Makes VoIP Contact Centers Different?

VoIP contact centers have emerged as a more agile, cost-effective, and feature-rich alternative to traditional call centers. They allow customer support teams to handle incoming calls over the Internet rather than through conventional telephone lines. Here are some key aspects that set them apart:

Cost Savings

VoIP contact centers significantly reduce the expenses associated with traditional telephony. There’s no need for elaborate hardware installations, and calling rates are usually lower.

Global Reach

One of the prime advantages is the ability to establish contact centers without geographical constraints. Agents can work from anywhere as long as they have an internet connection. This has given rise to remote working models and international customer service teams.


Traditional phone systems require physical installations and are tough to scale. VoIP systems can easily be scaled up or down based on demand, making them especially suitable for small businesses.

Advanced Features and Integrations

VoIP call center software offers advanced features such as call recording, analytics, interactive voice response (IVR), and more. Moreover, they can be integrated with CRM systems, helping to streamline and enhance customer interactions.

The Transition Phase

As VoIP technology became more reliable and internet speeds increased, many companies started making the shift. The early 2000s saw a substantial rise in VoIP adoption. The ability to handle high volumes of both inbound and outbound calls with increased efficiency led many organizations to re-evaluate their traditional setups.

The advent of cloud computing further accelerated this transition. With the cloud, VoIP systems became even more flexible and accessible. Cloud-based VoIP contact centers, or cloud contact centers, eliminated the need for on-premise equipment, further reducing costs and maintenance burdens.

The Impact on Customer Experience

One of the most significant impacts of VoIP contact centers has been on customer experience. With advanced features such as intelligent call routing, customers are connected more quickly and efficiently to the help they need. The ability for agents to work remotely has also meant that customer support can be available outside traditional business hours.

Moreover, integrations with CRM systems help agents to have immediate access to customer history and data, allowing for more personalized and effective service.

The emergence of VoIP contact centers marked a paradigm shift in how businesses handle customer communications. With reduced costs, advanced features, and the flexibility to adapt and scale, VoIP has become an essential tool in the modern customer service arsenal. The ongoing innovation in internet technologies promises an even brighter future for VoIP contact centers.

The Powerhouse of Call Center Solutions

When it comes to managing high call volumes and ensuring customer satisfaction, VoIP call center solutions are a game-changer. Here’s how they make a difference:

  • Automatic Call Distribution (ACD): Efficiently distributes incoming calls among available call center agents, reducing call queues.
  • Interactive Voice Response (IVR): Customers can navigate options using their voice or touch-tone keypad.
  • Call Recording: Aids in monitoring and improving customer interactions.
  • Auto Attendant: Automatically greets callers and routes calls based on the customer's selection.
  • Unified Communications Solution: Integrates voice, messaging, and video into a single platform for streamlined communication.

Implementing VoIP Call Center Solutions with NICE

While transitioning to a VoIP contact center, choosing the right service provider is crucial. The ideal partner should offer VoIP services and a comprehensive cloud contact center solution. NICE, the market leader in cloud contact center software, is uniquely positioned to ensure your move to a VoIP contact center is smooth and beneficial.

Here's how NICE can be your ultimate partner in implementing VoIP call center solutions:

Cloud-Based Solution

NICE’s CXone offers an intelligent, unified suite of applications that covers the breadth of contact center management disciplines. Being cloud-based ensures scalability and eliminates the need for on-premises equipment, significantly reducing costs.

Modern Automatic Call Distribution (ACD)

NICE provides a modern ACD that ensures digital-first omnichannel routing. This advanced feature efficiently distributes incoming calls among available call center agents, reducing call queues and increasing business agility.

Integrated Workforce Management

NICE integrates comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals. This ensures your team has the tools and information they need to perform at their best.

Automation and Artificial Intelligence (AI)

NICE brings automation and AI capabilities to the table, enhancing customer experience and automating routine tasks for agents. This saves time and ensures that agents can focus on complex issues that need human intervention.

Omnichannel Customer Journey Management

With NICE, you can monitor and manage customer interactions across multiple channels. Whether through voice, chat, email, or social media, you can ensure a consistent and high-quality customer experience.

Seamless Integration

It’s essential that your VoIP contact center is integrated with your customer relationship management (CRM) software. NICE ensures this integration is seamless, giving your agents immediate access to customer history and data for more personalized and effective service.

Security and Reliability

As you handle sensitive customer data, your VoIP software must be secure and reliable. NICE's solutions are renowned for their security features, ensuring your customer data is safe.

Customizability to Match Your Business Needs

Every business is unique, and NICE understands this. The solutions can be tailored to your needs, ensuring your contact center operates efficiently.

Selecting NICE as your service provider ensures access to cutting-edge VoIP call center solutions. Our cloud-based offerings, advanced features, and integrations make us the ideal choice for businesses looking to revolutionize their customer communications. Take the leap with NICE, and unlock the full potential of your contact center with VoIP technology.

How NICE is Redefining Customer Experience

NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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