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Which is Better for a Call Centre, VoIP or Analogue?

Do you have a call centre? Whether it is staffed by only two people or two hundred, you need the best telephone system that can handle your requirements. You need a solution that can effectively manage your inbound and outbound call campaigns. Analogue systems have been tried and tested for many years but VoIP systems also have its advantages. So, which is better for your call centre system, VoIP or analogue?

Which is best?

We live in a very fast paced world. Everybody relies on technology to make their lives better and easier. VoIP is the latest technology in the market. The initial concern of business owners when choosing a telephone system is the kind of cost savings they would get with a new system and the cost and equipment needed for installing it. VoIP offers more flexibility compared to analogue systems. Whether small, medium or large, your business can find the best telecoms solution with VoIP. You can use softphones, IP phones and even IP PBX options.

Types of phones

Softphones are actually computer-based software that allows users to take and make calls using their computers. Call centers need both the power of a PC and phone and combining the two makes a lot of sense. You can save on costs and space. Productivity will also improve because your agents don’t have to switch between devices.

IP phones are part of a stand-alone system that allows a call centre to use an Internet cable just for its own use.

An IP-PBX phone uses a network cable to send and receive phone calls using the Internet to avoid the normal phone system.

As for the prices of the systems, it depends on the kind of system you purchase. VoIP systems use the Internet instead of traditional phone lines so the prices depend on the Internet prices. If you want to calculate how much you can save, use a bandwidth calculator to figure out what you will be paying. Normally, analogue phone cards are more expensive than VoIP. If you want to use a combination of both, you can choose an IP-PBX to install in your office. It integrates both technologies.


Now let’s talk about call rates. With an Analogue system, users must pay for a fixed line. They also need to pay a premium for international calls. With VoIP, you can choose from multiple carrier options. Because it has been around for several years, a lot of modifications have been made to it so call quality is now better. Some systems even have a higher call quality than analogue systems.

With VoIP, you can save as much as 95% of your old call rates using traditional lines. Overall, an industry-standard VoIP phone offers companies exceptional cost savings. You can also avoid hidden charges associated with traditional lines. As long as you have a good broadband Internet connection, you will be able to access your office network.

Extra Options

If you are concerned about features, many VoIP companies offer features such as caller ID, fax, 3-way calling and voicemail. You can get these features without extra charges or hidden costs. You can get a flexible system for your small or large call centre. You can expect to have a smooth operation daily. Analogue systems have a long way to go in terms of new features that new companies need.


Users can get call forwarding options. They can also get extension dialing. The best part is they can get free long distance calls and even overseas calls. This perk depends on the provider though but you can expect to be offered bundled call packages that are still priced lower than traditional rates.

Whether you are in your home office or abroad, you will be able to hook up to your system and still save money. You can save on roaming and data connection charges.

Combining systems

As mentioned above, you can take advantage of the benefits of the two systems by combining them. Ask your supplier if you can upgrade your current system to accommodate VoIP. If you are just starting, it is helpful to note that VoIP phones give call centres better integration and control. You can get more services, technology and flexibility at a lower cost. You can also expect to see new applications and your VoIP system can easily be upgraded with those. Although it has been around for several years, VoIP technology is still being expanded, studied and improved. More and more uses for the phone system will be discovered in the coming years and VoIP is ready for those improvements.

There is also a feature called follow-the-sun routing. It works by routing phone calls to the available office. If you have several companies or branches all over the world that have different time zones, the system will automatically find the available one to take the calls. This is possible with analogue systems but it costs so much more.

Your call centre can have telecommuters or home workers. You can also have mobile staff. If you want to save on rent and utilities, you can have staff work from their home office or employ agents from all over the world.

VoIP is also a good option for making your business more environment-friendly. You can save money and have a greener option to operate your business.

To summarize, VoIP offers lower costs, better connectivity and more features than traditional analogue systems. Existing call centres can get a converged solution but if you study the pros and cons and advantages of the two systems, you will find that switching to VoIP is a good decision.

Check with several providers so you can get the right solution and affordable packages for your call centre. Each call centre is unique so it is a good idea to list your requirements and consider your future plans for your business. Your supplier will be able to give you a good system that you can expand as your office grows. You will have peace of mind knowing that you made a good investment and that any future upgrades will be easy and affordable.

Author: Yazz

Yazz is a trained telecommunications engineer with a diploma in telecommunications. He has spent the last 15 years working for Telefonica, one of the largest telephone operators and mobile network providers in the world.