The Future of Contact Centers: A Look at VoIP Technology

The Future of Contact Centers: A Look at VoIP Technology

The contact center industry is rapidly evolving, and new communication technologies are playing a significant role in shaping its future. One of the most transformative technologies is Voice over Internet Protocol (VoIP), which has the potential to revolutionize the way contact centers operate. This article explores how VoIP technology is transforming contact centers and what the future holds.

Greater Flexibility 

VoIP technology offers greater flexibility for contact centers. Agents can work remotely from anywhere with an internet connection, enabling contact centers to expand their operations and better serve customers in different time zones. This remote work model has become more prevalent since the COVID-19 pandemic, where many contact centers had to quickly adapt to remote work models to maintain their operations. Here are some examples of how VoIP technology enables greater flexibility:

    • Cloud-based VoIP solutions: Contact centers can adopt cloud-based VoIP solutions, which enable agents to access the system from anywhere with an internet connection. This allows contact centers to easily scale their operations up or down as demand fluctuates.
    • Mobile applications: VoIP technology can also be integrated with mobile applications, enabling agents to make and receive calls from their mobile devices. This can be especially useful for remote agents who need to be mobile to serve customers on the go.

Better Customer Experience 

VoIP technology also enhances the customer experience by offering superior call quality, faster call routing, and advanced call features. Here are some examples of how VoIP technology can enhance the customer experience:

    • Call quality: VoIP technology offers high-definition audio, which means calls are clearer and more natural-sounding. This improves the quality of the conversation between the customer and the contact center agent, reducing misunderstandings and frustration.
    • Call routing: VoIP technology allows contact centers to route calls based on the customer’s needs, reducing hold times and improving first call resolution rates. This ensures that customers get the help they need quickly and efficiently.
    • Advanced features: VoIP technology enables contact centers to offer advanced features such as call queuing, call recording, call forwarding, and interactive voice response (IVR). These features help customers get the help they need quickly and efficiently, increasing satisfaction.

Cost Savings 

VoIP technology is more cost-effective than traditional phone systems, as it eliminates the need for expensive hardware, reduces maintenance costs, and allows for better scalability. Here are some examples of how VoIP technology can reduce costs:

    • Hardware costs: VoIP technology eliminates the need for traditional phone hardware, which can be expensive to purchase and maintain. Instead, VoIP phones can be connected to the internet, reducing hardware costs.
    • Maintenance costs: VoIP technology is easier to maintain than traditional phone systems, as most maintenance tasks can be performed remotely. This reduces the need for onsite technicians and lowers maintenance costs.
    • Scalability: VoIP technology is highly scalable, enabling contact centers to easily add or remove agents as needed. This allows contact centers to adjust their operations to match the volume of customer calls, optimizing their resources and reducing costs.

Advanced Analytics 

VoIP technology enables contact centers to gather and analyze a wealth of data about customer interactions, including call duration, wait times, and call resolution rates. This information can be used to optimize operations, improve agent performance, and enhance the overall customer experience. Here are some examples of how VoIP technology can provide advanced analytics:

    • Call data analysis: VoIP technology can capture and analyze call data, enabling contact centers to gain insights into customer behavior, such as call volumes, call duration, and call resolution rates.

    • Agent performance analysis: VoIP technology can also capture and analyze agent performance data, such as call handling times, call transfers, and call resolution rates. This enables contact center managers to identify areas for improvement and provide targeted coaching and training to improve agent performance.
    • Customer satisfaction analysis: VoIP technology can also be used to measure customer satisfaction through post-call surveys and sentiment analysis. This information can be used to identify areas where the contact center is performing well and where improvements can be made to enhance the overall customer experience.

As mentioned, VoIP technology has the potential to transform the contact center industry, and DIDforSale is at the forefront of providing VoIP solutions to help contact centers stay ahead of the curve. DIDforSale offers a comprehensive suite of VoIP services that enable contact centers to take advantage of the benefits of VoIP technology, including greater flexibility, better customer experience, cost savings, and advanced analytics. DIDforSale’s solutions include cloud-based VoIP phone systems, SIP trunking, international phone numbers, and more. By partnering with DIDforSale, contact centers can improve their operations, enhance their customer experience, and stay competitive in a rapidly changing industry.

Why to manage a phone system

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Local Number for Travel Agency Call Center

Thousands of people choose MAYANOT for their Taglit-Birthright Israel trip each year for good reason. We spare no expense to give an experience of a lifetime! Participants enjoy a high-quality Israel experience that includes ten days jam-packed with activities and attractions together with young Israelis and participants from diverse backgrounds. Wherever participants are from and no matter their Jewish background, they feel at
home on a MAYANOT trip. Mayanot is built upon a love for Israel,the Jewish people, our common history and the Jewish tradition. Mayanot draws inspiration from Chabad spirituality. With passionate Israel tour educators, participants delve into the historical, political, cultural, and spiritual dimensions of Israel. Mayanot makes a point of tapping into contemporary Israeli life and providing participants with the opportunity to make Israeli friends, enjoy the nightlife, and visit beaches, museums, and cafes. For our campus-based Taglit-Birthright Israel trips, we partner with the Chabad on Campus International Foundation through their 100 +
centers across the United States.

Because our participants are in the United States, and our offices are in Israel, we need a complex telephone solution to be able to receive and make calls with our candidates and participants. We run a call center with about twenty-five workstations that handles a heavy load of calling during our peak registration period. We’ve used Didforsale for a number of years now to manage our inbound calls, and have them forward to our local Israeli phone server. We’ve had only positive experiences both with the Didforsale staff and the service itself.

Written by: DIDForSale Customer

Jitschak Rosenbloom



How do we help small business?

DIDForSale has helped our business grow rapidly, to areas outside our office’s region, through the creative use of their SIP trucking and ability to have phone numbers that are “local,” to nearly every region of the United States.

Businesses and people like to deal locally – If you live in New York, you don’t want to be calling a California area code for your services – and visa versa. There is a mental stigma that most people have against dealing with people they feel are not geographically located. Fortunately, this is not the 1900’s – phone calls travel at the speed of light – the internet makes accessing services and people nearly instant – regardless of the physical distance they reside from each other.

This is where DIDForSale came to the rescues. We have clients who are attempting to reach out of their geographic area, expanding their business, engaging in businesses ranging from property management to payroll accounting, IT and customized web application development to workforce management. We ascertain what area codes and phone numbers “look” local to the target areas our clients would like to expand into, and purchase these phone numbers (DIDs). Each DID is linked to their main phone number – and the businesses each appear local, when they advertise their local area code and phone number.

A real world example involves a Scranton, Pennsylvania based property management company, that has recently started soliciting potential property owners in the Philadelphia, Pennsylvania region. Even though both locations are in the same state, Scranton (area code 570) and Philadelphia (area code 215) are over 125 miles apart! Initially, solicitations for business in the Philadelphia region, using a 570 area code phone number yielded little to no responses – after obtaining a second phone number, specifically targeted to Philadelphia (215), and re-running the same solicitation, 8-10 phone inquiries pursued the solicitation.

In a slightly different scenario, for the same company engaging in property management, calls for routine maintenance (noisy refrigerators, running toilets) typically take lower precedence over those calls for new apartment inquiries, or emergency type issues (broken pipes, fires, etc.) Given limited budgetary resources, and therefore limited phone staff, a unique phone number for each activity is assigned and routed to different ring tones and phone display names through the office’s PBX. In this scenario, emergency calls can get the highest priority, followed by new revenue generation (apartment inquiries), and lastly low priority maintenance issues can be handled as timer permits throughout the day.

In conclusion, the ability to obtain unique phone numbers (DIDs) and the SIP trunking ability that DIDForSale affords us, has allowed us to offer unique solutions to complex problems to our customers. In addition, it has allowed our customers to have a competitive edge in their respective industries, helping them to continue to grow, and continue to both keep us as their IT solution provider, as well as recommend us to other people with whom they do business. The ability to obtain local phone numbers, in nearly any geographic region of the United States, and have them instantly directed and identified with a plethora of different activities, has made the impossible, possible. Thank you DIDForSale!

Ted Brunelle


How can I track Inbound Marketing?

how to track inbound marketing

Case Study: Unique Phone numbers to track Inbound Marketing.

Company Name:

Services Offered:

Cebod Telecom offers Cloud based office phone system with unlimited calling in US and Canada. Businesses pay only low monthly fee for telephone services and all the PBX features come free with the telephone service.

Objective: Provided there are numerous channels to market products how do we know which marketing channel is most efficient? 

Its definite that all the businesses out there want to get there name out in the world. And to do so they try different mediums. Be it internet, broadcast, radio, TV or newspapers. Often the toughest question is which marketing medium is most efficient for your business type and how do you measure it? Cebod Telecom has been able to implement a strategy to track their inbound marketing.

Like other businesses Cebod Telecom markets their products at many different channels, including Google, Bing, Yellow Pages etc. They have multiple ads and campaigns on Google and Bing. Most of the prospective clients like to talk to the sales professionals prior to purchasing the phone service. The challenge was how to track which campaign is driving these calls? To solve this problem they created unique landing pages associate with each ad. Here are some examples:

By doing so they can track which ad is bringing more visitors to the website. It helps to manage the advertisement channels to increase the traffic. However they still don’t know which ad is promoting the customers to call the sales rep for phone service inquiry. To solve this problem they got multiple toll free numbers from They could have taken local phone numbers too, but chose to go with toll free numbers as it helps global callers to call at no charge to them. Along with the unique landing pages now there are unique toll free numbers associated with each ad. Upon reviewing the CDR(call detail record) it can be tracked which number was called maximum. This helps identify the most successful advertisement channel and key words.

Being able to track Inbound Marketing does not only help track the effectiveness of a campaign but also helps evaluate and allocate ad budget more efficiently.