Voice over Internet Protocol (VoIP) allows users to make calls via the internet. Initially, to get the system to work, service providers and their call control partners worked together to stabilize the technology. Over the years, as VoIP continued to improved, a growth in VoIP business ensued. Lately, most providers have adopted Session Initiation Protocol (SIP)-based VoIP services, which incorporate day-to-day enterprise features for users. As VoIP persists in the telecom industry, let’s take a look back at how it came to be.

Background
For a better understanding, the telephone network can be broken down into three main segments. First is the core network infrastructure, which is maintained by service providers and is now called the cloud infrastructure. Second is the network that ties the core to the customer, also known as the internet. Lastly is the customer premise network, which involves user-hosted wide area network (WAN) gears and the local area networks (LAN). VoIP’s main focus was stabilizing the core, but since that has been accomplished, the new goal is to concentrate on the maintenance of WAN/LAN networks.

Operational Effectiveness
This is about creating a fine-tuned process which effectively uses all of your resources. When applied to VoIP, service providers measured and monitored the core network to ensure proper functioning and maintain customer satisfaction.

Basically, any changes made to the network were thoroughly tested before release. Even then, any major changes were rolled out through a beta release to select customers. Under a controlled change management process, these changes and updates caused minimal impact to existing customers.

Highly available core networks that were geographically redundant helped to deliver complete reliability and stability free from any inefficiencies. The rate of service outages and disruptions saw a major decline, resulting in improved customer satisfaction.

The new issue was that almost all VoIP providers were meeting the same standards. The need to differentiate from other providers was high.

Differentiation
With the network stabilized, the new goal was to find a way to stand out among the competition. Since most VoIP providers have the same group of suppliers and vendors, the differentiating factor lies in the customer’s Local Area Network (LAN). Providing top notch support to customer issues promptly will greatly improve customer satisfaction. Albeit costly, a team of engineers that is well-versed on the technical side of the VoIP system could solve this, as these highly-skilled people can work directly with customers.

Team
When creating this team, the process can be difficult and time-consuming as managers and senior leaders need to work together, along with a hands-on technical leader. However, harvesting a team of engineers who work hard at their craft and are constantly learning in order to improve themselves and better serve customers can be an invaluable asset. In the long run, this effort is a small price for retaining happy customers year after year.

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Tags: Growth in VoIP business, Improve VoIP strategy, Voice over Internet Protocol, VoIP, VoIP strategy