GoResponse Telephone Answering Service Staff

Hosted telephony notes rising demand

telephone212.1New figures have shown that the demand for hosted telephony and voice over Internet protocol (VoIP) has risen significantly in the past year. Infonetics said the implementation of VoIP services last year rose by 8 per cent. Meanwhile, there was a 50 per cent rise in SIP trunk adoption, suggesting that hosted telephony is increasingly popular.

Call centres wanting to boost their efficiency might well be looking towards VoIP services. In the past, VoIP developed a reputation for having poor service quality. Recent technology has eliminated many of the problems, however. For complete success, telephone answering services need to ensure their infrastructure is built with hosted telephony in mind.

Hostcomm’s Chris Key said: “The adoption of hosted telephony has been growing steadily for several years, but one change we have seen more recently is how informed clients are about hosted telephony and the service standards they should expect. It’s everything from implementing redundancy to avoid downtime to making sure that every client has all the bandwidth they require.”

He added that it is vital to stay abreast of new technology so the right infrastructure can be implemented, allowing call centres to maximise the performance gains and benefits offered by VoIP services.

As the integration and use of hosted telephony increases, it is important for companies to take note. Keeping up to date with technological advances, even if a firm doesn’t use VoIP, is important for potential future adoption.

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