NobelBiz | Blog Voice-only VoIP phone service vs. SIP Trunk Multiservice solution Published on 04. October 2022 Internet telecommunications has an inescapable effect on corporate communications. From instant messaging to video conferencing to telephony over IP. Internet-based transmissions such as VoIP, SIP, IPBX ISDN, PSTN, and PRI are more prevalent in modern digital communication, especially in the contact center industry. This article explains the distinction between VoIP and SIP Trunk and their functions and benefits for call centers. Key Takeaways: \tSIP Trunk vs. VoIP isn't necessarily a direct comparison \tSIP Trunk has all the advantages of VoIP \tVoIP works best if you’re looking for a voice-only solution \tSIP works best if you’re looking for a multiservice solution What is the main difference between VoIP and SIP trunk? VoIP (Voice over Internet Protocol) and SIP (Session Initiation Protocol) are two technologies for making calls over the Internet. VoIP is a method for sending voice over an Internet connection, whereas SIP is a protocol for initiating, controlling, and terminating communication sessions. SIP may be used for phone, video, and instant messaging, but VoIP is primarily intended for voice conversations. SIP is also more versatile and scalable than VoIP, making it a better option for enterprises that need to handle a large number of customers or utilize advanced capabilities such as call forwarding and conference calls. SIP trunk explained A SIP trunk is a form of Voice over IP (VoIP) service that connects an onsite telephone system to the public switched telephone network using the SIP protocol (PSTN). SIP trunks can replace older ISDN PRI (Primary Rate Interface) or BRI (Basic Rate Interface) connections, giving a cost-effective means of connecting to the PSTN. SIP trunks can also provide extra services and functionality, including call forwarding, caller ID, call waiting, and voicemail, that is unavailable with regular phone lines. Unlike traditional voice lines, SIP trunks are not bound to a particular place, making them excellent for firms with various locations or employees who are not local. SIP trunks can also be readily increased or shrunk to accommodate shifting business requirements. What is the function of a SIP trunk for call centers? A SIP trunk is a service that enables call centers to connect their PBX systems to the public switched telephone network (PSTN). SIP trunks offer substantial cost reductions compared to traditional PSTN lines and provide numerous capabilities and options not accessible with PSTN services. One of the primary benefits of SIP trunking is that it enables call centers to retain their existing PBX systems while utilizing VoIP technologies. This implies that organizations may maintain their current PBX investments while reaping the benefits of VoIP. SIP trunks can also offer improved services such as caller ID, call waiting, voicemail, call forwarding, and three-way conferencing. SIP trunk (also called "SIP Account") provides excellent scalability, which is crucial for enterprises with quick expansion or variable call volumes. How do I implement a SIP trunk for my call center? The most common way for an enterprise to implement a SIP trunk is to contact an equipment vendor and set up the trunks with the enterprise's PBX systems. However, several open source projects are designed to make it easier for businesses to set up a SIP trunk. Benefits of migrating to VoIP Easy to use and available with a simple internet connection, VoIP telecommunication offers many advantages for businesses: Cost efficient IP telephony enables improved cost management. VOIP technology requires no extra installation because it leverages your Internet connection. If you currently have a business network, there is no need to invest in cabling. Voice communication using IP telephony utilizes the same connection as data transfer. It no longer affects the cost of communication. For instance, the cost of calls is the same for consumers who are geographically close and far away from the call center. Consequently, phone packages and communication-related fees will be decreased. Due to intense competition, the market for IP telephony has witnessed a considerable decline in pricing, allowing firms that specialize in this service to stay competitive. Productivity IP telephony is a productive workplace tool. Your team's productivity increases with automatic dialing, IVR setting, and call distribution. The call flow is structured based on the availability of your staff. You may monitor and assess their performance based on the call data captured in your dashboard. Better integration of your phone system and technology Utilizing IP telephony simplifies the integration of telephony and CTI. This enables the management of several capabilities via a single protocol. Your telephone system may be readily integrated with your business tools. This solution simplifies the responsibilities of your personnel that utilize the software for sales prospecting, customer relationship management, and other customer care functions. Scalability IP telephony expands with your business. If the present system satisfies your requirements, it can accommodate the growth of your business. Your dashboard will allow you to create lines, manage your numbers, and organize your teams. Adding new extensions and growing the network is simple with a VoIP system. VoIP offers several benefits and never ceases to astound our coworkers with its adaptability and smooth integration with various applications. Scalability is indeed a critical component of the call center industry. That is why our cloud contact center solution, NobelBiz OMNI+, is designed with high customization and scalability. Beyond our impressive list of integrations, our development and engineering teams are ready to build the subsequent integration based on your specific needs. The benefits of migrating to a SIP Trunk Solution The SIP Trunk solution is accessible to all IPBX telephone systems with a complete or partial ToIP or VoIP architecture. The benefits of using SIP Trunk are therefore added to those of VoIP telephony, which include: \tCost and maintenance savings in telephony: With a ToIP infrastructure, the existing T0, and T2 telephone system cards may be deleted. In addition to the TDM connections for each location, allowing for significant infrastructure and maintenance cost savings. Voice communications are centralized, which, depending on the size of your organization, might result in substantial cost savings for telephone calls. In addition, there are no additional expenses associated with inter-site calls, which are the primary source of calls in multi-site businesses. \tA more adaptable solution: any change to the infrastructure may be made with less effort and, depending on the nature of the activities, at no cost. As a result of the VoIP system's centralized connection to your operator, managing traffic peaks on specific sites becomes relatively straightforward. \tA single contract for your telephone operator: It simplifies the management of the telephony element since your whole IP telephony system is now managed under a single agreement. \tThe SIP Trunk solution is naturally compatible with third-party solutions: Consequently, you may integrate any collaboration applications and facilitate interactions (videoconferencing, email integration, federation, instant messaging...). Skype for Business is a VoIP phone system that combines several collaboration capabilities and integrations with third-party applications like Exchange. \tUnified Communication: The transition to SIP encourages the modernization and accessibility of communication systems. SIP trunking may serve as the initial step toward a more unified communications infrastructure. By utilizing the advantages of a completely IP-based system, contact centers may innovate, boost production and efficiency, and attract more staff and consumers. \tEnhanced business stability: SIP Trunk enables contact centers to be more robust, with a business telephone framework that is more dependable than traditional systems. In the case of unanticipated delays or outages, SIP users can redirect calls to a different phone number, website, or design so that company operations can continue as usual. SIP technology may play a significant part in disaster recovery planning. Using VoIP phone service with SIP trunk IP telephony with SIP trunking enables a more favorable telephone subscription and facilitates the interconnection of the complete internal network. To begin your Trunk SIP installation, it is necessary to comprehend the fundamentals of SIP technology. When acquiring a telephone subscription for a SIP trunk link, you must specify the number of simultaneous communication channels your call center requires. To calculate this number of trunk channels, you must observe the number of concurrent calls received and transmitted during the busiest period of the day. Consider a SIP Trunk with at least 12 channels if, for instance, your organization receives the most calls between 2 and 3 p.m. and has a maximum of 12 concurrent calls (inbound and outbound). Certain service providers have non-negotiable set tiers. It would be best if you modified the volume of your Trunk channels according to your telephone provider's specifications. It is essential to understand that SIP Trunk channels are invoiced monthly, whether or not they are utilized. Regarding the cost of phone calls, they are charged conventionally: Either based on the duration of calls to the target country or through various telephone packages comprising a volume of minutes (fixed, mobile, and international). Additionally, you may add enough DID (Direct Inward Dialing) numbers for all of your internal users. DID enables you to set individual phone numbers to reach a correspondent directly, bypassing your switchboard. The combination of VoIP and SIP trunks makes it easy for call centers to make calls from multiple locations, drastically reducing the need for transfers or long-distance calls. With most SIP trunk providers offering a toll-free number for a local customer support number, there is no need for location-specific extension numbers. VoIP Vs. SIP Trunk: Which works best for your call center? Whether you are debating between a VoIP-only solution and SIP trunking, the best place to begin is by determining if your call center can be adequately serviced by voice alone or if you require a multi-service solution. VoIP is a cost-effective and straightforward voice-only solution. This may be improved using SIP, which offers greater flexibility and a unified communication solution by providing multimedia and voice communication. SIP is an excellent corporate tool that may both save expenses and boost productivity. Choosing a VoIP or SIP trunking service For home users, a VoIP or SIP trunking service is a great option, but a VoIP service comes with a few downsides. A dedicated PBX (Private Branch Exchange) can be configured to connect multiple numbers, depending on the company's needs. Very few SIP trunking services support PBX configurations and customer numbers. In general, a SIP trunking service is likely more suitable for smaller organizations needing a home-based office solution. Some users will benefit more from an IP PBX service than a SIP service, but you need to look closely at the features and the level of service you need. If you need a decent customer support system, a dedicated department, and a larger field of service, you can look into a reliable IP PBX or IP SIP Trunking service. Another good option for businesses is SIP Trunking services from hosting companies. There are plenty of dedicated IP Trunking services to choose from that are capable of handling large-scale corporate demands. These services usually come with high-quality voice and messaging services and are well-suited for enterprise communication. A dedicated IP PBX can be added on top of an IP SIP Trunking service, and both the services can be customized to suit your requirements.