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By Use Case
VoIP phone numbers offer businesses a new channel for telephonic communication.
A VoIP phone number is a phone number that works with the help of VoIP (Voice Over Internet Protocol). In terms of appearance and usage, a VoIP phone number is no different from a traditional phone number. It has the same string of digits that you have to dial while calling someone.
In other words, similar to a telephone number, a VoIP phone number consists of an area code and the individual phone number of the recipient. It is assigned to a user or account (like an email) and not to a device or a specific line as is the case with traditional phones.
A VoIP phone number does not need a SIM or telephony, cable to establish connectivity. It works with the help of the internet and uses a virtual PBX for voice data transmission. A Virtual PBX is also software akin to a cloud application and requires no telephony hardware.
For a very long time, phone numbers are often presented with the help of alphabets - most often found in the United States. The alphabets are to make the phone number memorable and easy to recall when required.
For example, a small business, like a flower shop which has its phone number as 1-800-356-9377 it can be easily remembered as 1-800-FLOWERS.
Let’s take the example of a small business like a flower shop. If the has its phone number as 1-800-356-9377, then with the use of alphabets it can be updated.
This is not exclusive to VoIP but remains universal across all phone numbers. However, it is more relevant for smartphones that show the dial pad with associated alphabets.
There are several types of VoIP phone numbers that your business can make use of. The four major types are outlined below:
Local phone numbers are phone numbers that can be bought in any country with their country code and local area codes. They give your business a local presence and make it easier for customers to reach you.
With VoIP, you can get international numbers in countries other than your business’ domicile of operations. They help create a global presence for your business even if you do not have physical offices in other countries.
These are phone numbers with prefixes such as 800, 855, 877, 888, etc. that customers can call without being charged for making the call. The business pays the call charges.
Vanity numbers are local or toll-free phone numbers that give your business a powerful brand recall with personalized and brand-centric phone numbers. They use text strings along with number prefixes.
Fixed and non-fixed are two types of VoIP phone numbers. The only difference between the two is — location. A permanent location to which the VoIP phone number is attached or not determines whether it is a fixed or a non-fixed VoIP phone number.
A fixed VoIP phone number is attached to a fixed location — like a physical address of an office, government institution, healthcare facility, educational institution, etc.
Despite being attached to a fixed location, a fixed VoIP phone number is still one that works with the help of the internet so does not need to be accessed from one physical location alone. The difference is that the physical address gives the VoIP phone number identity. Such an identity is difficult to be replicated by unauthorized personnel or even fraudsters.
The physical location also ensures that the incoming calls or outgoing calls from the VoIP number are easier to track. This gives them the legitimacy that is necessary for businesses and federal agencies.
A non-fixed VoIP phone number is not attached to any specific location. However, it has all the traits of a VoIP phone number. It is non-fixed phone numbers that allow businesses to set up phone numbers for their offshore offices while they are working from another location.
Non-fixed VoIP phone numbers are typically used by call centers for handling cold calling and customer support calls. It enables them to carry on operations at a global scale without requiring a local physical office. Furthermore, it also helps them create a local presence in other locations with local phone numbers that customers would be more inclined to call when they need assistance.
VoIP works with the help of the internet. In a traditional phone device, physical cables and related hardware do the task of data transmission. In VoIP, this is done with the help of an internet connection.
The use of the internet ensures that call quality is superior even for long-distance phone calls across continents or countries. Also, VoIP does not demand any specific internet bandwidth. Even mobile phones with LTE, 4G, 5G network capabilities can also transmit voice-over data networks.
Packet switching is the underlying VoIP technology that helps exchange voice data over the internet. It is packet switching that converts voice data into tiny packets of digital signals. These packets are then dispatched over the internet to the intended destination with the help of IP addresses. Hence, the name Voice over Internet Protocol.
To ensure faster and high-quality transmission of voice data, the data packets are scrambled and distributed in a random manner that best matches the bandwidth of the internet connection. Once the data packets reach the destination IP, they are reassembled to their original form which the recipient can listen to as audio.
This also ensures that no third party is able to intercept the packets in audio form. This was one of the downsides of analog phones where phone calls get overlapped resulting in cross-talk and network interference.
Do both the users — caller and recipient require VoIP connection? Not necessarily. You can call any landline, cell phone, or IP phone from a VoIP phone system even if the recipient does not have a VoIP connection. They can receive VoIP calls on landlines, deskphones, softphones, SIP phones, or even mobile devices just like any ordinary call.
There are certain tangible benefits that a VoIP number can bring to any business. Be it a startup that has just launched or a globe-spanning enterprise with offices in every continent, a VoIP phone number can serve them all equally well and in a better fashion than traditional phones.
VoIP uses “codecs” to convert audio data into digital signals. A codec is a device or computer program which encodes or decodes a digital data stream or signal. A stable internet connection combined with digital signals ensures that the voice quality is superior to traditional phone lines. Also, VoIP eliminates any disturbances or distortions that creep in due to the use of physical PBX boxes or cables.
VoIP offers 99% uptime for business phone systems. There is hardly the chance of your phone network or individual phone systems losing connectivity. As long as you have a stable internet connection, a VoIP device, and a power connection, your VoIP phone system will continue to work. This was never the case with traditional phones which brought connectivity to a standstill when concealed cables ruptured or broke. With VoIP, your connectivity will remain intact even in the event of a natural calamity.
A VoIP phone number lets your business establish a local presence in any country or neighborhood even if you do not have a physical office there. This is because VoIP phone numbers connect based on IP addresses and not physical addresses. As a result, you will be easily reachable to local customers. Also, it enables your business to set up region-specific customer support numbers to deliver personalized customer service.
A single VoIP phone number is all you need to set up a call center with multiple agents. VoIP offers shared lines features that allow making a single phone number available to be answered or used by multiple users or phone devices. In other words, your business can be represented with a single phone number whereas it can be attended to by multiple agents simultaneously.
VoIP offers the feature of vanity numbers. A vanity phone number is a local or toll-free number that a business can customize for its own purpose with a sequence of specific numbers or alphabets. For example as 1-800-Flowers, 313-DETROIT, 1-800-Taxicab, or 1-800-Battery. Vanity phone numbers are great for improving brand identity as they have a high recall value compared to generic phone numbers.
In the past, phone connections and extensions were made possible with the help of PBX boxes and PSTN connections. They were extremely hardware-reliant, meaning even the simplest of tasks like adding or removing a new phone number or extensions demanded tedious maneuvers. VoIP does away with all that complications. Thanks to its zero telephony hardware working model, it offers high mobility. You can easily transport and carry your VoIP phone number anywhere and everywhere without any hassle.
A working internet connection, any device that can connect to the internet, and a VoIP phone number are the prerequisites for using a VoIP phone system. They do not require any specific devices or hardware. This puts businesses at a great advantage as they do not have to incur additional initial investment for setting up a virtual phone system powered by VoIP.
When compared to traditional phones, VoIP offers feature parity like caller ID, call forwarding, conference calls, etc. Furthermore, it also offers advanced telephony features like automatic call routing, voicemail, CRM, helpdesk or other third-party integrations, etc. This makes VoIP the ideal choice for modern enterprises that want to run their business phone operations completely on digital platforms.
A VoIP phone number is procured from a VoIP phone service provider. Your existing telephone carrier may or may not be a VoIP service provider. You can get a generic phone number or a custom vanity phone number by signing for VoIP phone service. Be informed that VoIP phone number plans, pricing model, and validity could be different from the regular phone plans that you opt for. However, from a business perspective, VoIP phone numbers offer immense cost savings.
What if you already have a business phone number that is provided by an external carrier? VoIP offers a mechanism through which you can port your existing phone number to VoIP. It is known as BYOC (Bring Your Own Carrier). With BYOC you can continue using the same number through the carrier while getting the benefits of VoIP.
BYOC is typically useful in the following situations:
Freshdesk Contact Center VoIP phone number
The one-stop destination for VoIP phone numbers from 90+ countries.
Freshdesk Contact Center is a VoIP phone number provider that offers local, international, toll-free, and vanity phone numbers across 90+ countries. With Freshdesk Contact Center, you can ensure that your global business is accessible on a local phone number even if you do not have physical offices in every global location.
If you already engaged with a network carrier, you can port the number to Freshdesk Contact Center and enjoy all the benefits of cloud telephony without compromising on any of the call cost benefits of operational agility that Freshdesk Contact Center provides.
Manage a multi-level interlinked IVR system.
Create custom escalation rules for incoming calls.
Barge into calls real-time.
Every business that uses telephony is eligible to use VoIP. However, certain countries have legal restrictions in using VoIP services. Please write to us at email@example.com to see if your business domicile qualifies to use VoIP.
Yup. Freshdesk Contact Center lets you port-in or carry forward your existing phone numbers from your legacy phone system, another cloud telephony service or any other telephony service. Learn more about number porting.
Freshdesk Contact Center pricing works in three ways. First, you will have to buy agent licenses. Depending on the plan you choose, the agent license fees will vary. Second, you have to buy phone numbers. You may also port-in phone numbers from your existing system. Third, you have to buy phone credits to be able to make calls. Inbound and outbound call charges will be debited to your phone credits.
Please visit our agent licensing pricing page and call rates pricing page to get a complete picture of agent license cost and call rates.
Not necessary. You can still manage incoming calls and outgoing calls with your existing landline phone number while using the Freshdesk Contact Center dashboard for managing call flows, teams, and so on.
The laptop, mobile, tablet, or personal computer that you are already using would suffice. What you need is a device that can connect to the internet will suffice as equipment to use Freshdesk Contact Center. You do not need any extra telephony equipment.
By default, the use of VoIP for call transmission ensures that the call quality is superior to analog-based PSTN connections. Ensure that you use a broadband internet connection that doesn’t have speed issues. You do NOT need a dedicated internet connection for high-quality calling.
Yes. Freshdesk Contact Center in specific is a GDPR compliant VoIP phone system. Specific features like call recording require you as a business to seek consent from the caller before initiating recording. You can find our Freshworks GDPR policy here.
“Freshdesk Contact Center (formerly Freshcaller) is a great way to record customer conversations and note down customer data and personal notes. It’s easy to take notes in Freshdesk Contact Center and all agents can view them before they make a call. Plus, we can set up multiple lines so that multiple agents can answer queries simultaneously.”
“The integration across several Freshworks platforms allow all support channels to feed into one place for our Customer Care team. The ability to listen in and playback calls allows me to provide timely feedback and coaching. Additionally, access to previous communication from a customer, allows the team to deliver improved customer service.”
“Price is king, but we always focused on customer service and responsiveness. Freshdesk Contact Center has all the features we need, out of the box, and a team we love to work with. It was an easy choice.”
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Purchase or port local, toll-free and vanity phone numbers from 90+ countries
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