Voice over Internet Protocol (VoIP) software uses an IP network to transmit phone calls seamlessly without the need to connect to an extra telephone network. It is the modern form of private box exchange or private branch exchange (PBX), a broad term for private telephone networks within organizations.
VoIP software reduces costs and increases flexibility for remote communication, allowing employees to work from anywhere with an internet connection. It eliminates the need for physical infrastructure, reduces maintenance costs, and ensures that businesses are using the latest communication technology. VoIP software can also reduce the risk of data breaches and ensure compliance by enabling secure video calls for internal communication and client meetings. VoIP integration can benefit organizations that depend on enterprise software and require real-time communication to support both customer-facing services and internal communication.
VoIP providers offer various PBX types, including hosted, virtual, cloud-based SIP trunking, and hybrid cloud PBX, differing mainly in user maintenance needs. Some providers also supply essential hardware, including desktop and wireless phones, headsets, telephony cards, network connectivity devices, and accessories. Common VoIP features include call management, messaging, voicemail, transcriptions, conferencing, and online faxing. Several VoIP providers offer softphone solutions that enable calls via personal cell phones, supplementing or replacing traditional PBX.
VoIP can power voice communication in platforms such as video conferencing software, ucaas platforms software, and contact center software. Contact centers often integrate VoIP systems with CRM software to enhance service quality and track customer interactions. Many UCaaS solutions offer both softphone and PBX options as well.
To qualify for inclusion in the Voice over Internet Protocol (VoIP) category, a product must:
Provide VoIP PBX systems for businesses or offer a VoIP softphone application
Include features that help manage incoming calls, such as call forwarding, call transferring, and routing
Enable real-time network monitoring via dashboards
Offer integration compatibility with communication and CRM platforms
