At ServiceMark we are strong proponents of Voice over IP technology, and we are also strong proponents of traditional telephone technology. We are not advocates of technology for technology sake. We help our customers explore which technologies (such as Voice over IP) are relevant for their business and which technologies may not be needed, and recommend deploying the technology that is the best fit. We are enthusiastic about applying technology for our customers in a meaningful way that produces greater efficiency and better customer service.
What is Voice over IP?
If you have looked into any type of telecom product or service, undoubtedly you have heard the phrase “Voice over IP” which is commonly abbreviated “VoIP”. Both of these phrases are short for “Voice over Internet Protocol”. In some applications the technology involves talking over the public internet. However, VoIP is not limited to the public internet, but also includes talking over a private data network (WAN) that connects multiple office buildings, or connecting IP telephones to a local area data network (LAN) inside a single building.
The applications of VoIP technology are numerous. VoIP technology can allow a reduction or elimination of long distance charges on national or international calls. VoIP may be the technology to deliver the most robust telephone and internet services in the most cost effective manner. VoIP can also provide the ability for telephones in multiple offices to work together as one telephone system, as well as extend the high end functionality of a business telephone to a person that chooses to work from their home.
What is Computer Telephony Integration?
Simply stated, computer telephony integration is the ability for telephone applications and computer applications to work together. Some of the most common computer telephony applications are as follows:
Do I need to deploy Voice over IP telephones in order to deploy Computer Telephony Integration?
By their very nature, soft phones or attendant positions that reside as software on the computer are VoIP applications to the workstation. Other computer telephony applications have more to do with the telephone system server in the equipment room residing on the data network, and whether the telephone is a VoIP phone or not has little bearing on the computer/telephony application. Therefore, most computer/telephony applications are not dependent on VoIP telephones to every workstation.
When I buy a phone system, should I configure the system with all VoIP phones?
“Why VoIP?” should be discussed and debated. It’s worthwhile to discuss what a company hopes to achieve now and in the future by the deployment of VoIP handsets as opposed to digital handsets.
To help our clients discover which technologies are relevant for their business and which technologies are not relevant, ServiceMark has developed a computer/telephony overview that visually illustrates traditional telephony, Voice over IP, and Computer/Telephony Integration. This overview has proven to be an effective tool to help customers clarify how best to configure a telephone and computer network.
We welcome the opportunity to discuss in further detail how you can realize cost savings, improve customer service, and help discover which technologies are relevant for your business. Please call us at 816-478-2000 and press 2, or e-mail us for a free, no obligation consultation.