A simple guide to VoIP QoS

Practically every business in the world relies on phone calls for marketing, customer service, networking and selling. In fact, despite the popularity of digital channels, 92% of interactions between a company and its customers happen on the telephone. While VoIP lets anyone connect with consumers around the world, it doesn't guarantee the quality of the calls that your team makes.

Read on to find out what VoIP QoS is, how to set it up and what makes it essential for success.

H2: What is QoS?

Quality of service is a term that applies to any technology or mechanism that manages data traffic through a router to ensure that critical applications perform their best. The result is reduced jitter, echo, packet loss and latency for end users.

QoS tends to be applied to resource-intensive networks, such as video on demand, videoconferencing, streaming media, online gaming, internet protocol television and voice over IP.

H2: What is QoS in VoIP?

By making VoIP a priority, the router can monitor calls and reserve additional bandwidth if call quality falls below a certain level. The best cloud-based PBX providers make sure QoS is included as standard in the service agreement because it guarantees a baseline level of performance.

When it comes to communication channels between your customer service team and your customers, there's no room for mistakes. The human ear is incredibly sensitive, and garbling, interference or crackling on phone lines can mean the difference between making a sale and losing a valued customer.

H2: VoIP QoS settings

There are a few benchmarks all contact center decision makers should be aware of when it comes to VoIP QoS:

  • Packet loss: This is a measure of the number of voice packets that are lost after transmission.
  • Latency: Latency is the amount of time that elapses from when voice data is sent until it arrives at the destination IP.
  • Jitter: Packet delays occur when packets arrive in the wrong order, which can lead to unintelligible, jittery calls.
  • LAN and WAN: VoIP packets use WAN and LAN, so both networks have an impact on the end user.

H2: Benefits of VoIP QoS

Let's look at the main benefits of making VoIP a priority for QoS:

  • Happy customers
  • Unlimited app prioritization
  • Delivering packets on time and in the right order
  • End-to-end management
  • No wasted bandwidth

H2: Keep Call Quality Consistent Every Time

VoIP QoS helps to ensure clear communication so that every customer gets an excellent impression of your company. If your business needs VoIP phones, headsets or accessories, you can get them from 8x8.

Get in touch with us if you have any questions about how to get the most out of your contact center.