Why Call Centers Prefer VoIP

Do you need a desktop VoIP soft phone? Whether you're managing a 911 call center or a private security call center, communications are important. You want reliable VoIP phone solutions to ensure you can handle every call even if there's a disaster or outage. When considering new phones, a desktop VoIP soft phone has several features to ensure you can handle incoming and outgoing calls. And, you can also outsource call center support in the event of an emergency.

Here's a little insight on VoIP softphones and software to help you leverage your communications technology.

Why Security Centers Need VoIP Phones

Call centers can't rely on traditional landlines. And, 911 call centers and security call centers can't have even a single call go into voicemail. Call centers need reliable phone systems that ensure phone lines are never down in the event of an emergency. But, on December 28, 2018, that's what happened to CenturyLink.

CenturyLink's 911 emergency services call center suffered a massive outage. Affected areas included Salt Lake City, Utah and Seattle, Washington. Oregon, Missouri, Idaho, and Arizona also reported outages.

Ajit Pai, FCC Chairman stated, “When an emergency strikes, it’s critical that Americans are able to use 911 to reach those who can help. The CenturyLink service outage is therefore completely unacceptable, and its breadth and duration are particularly troubling.”

Fortunately, the call centers sent out alerts to residents that the call centers were experiencing an outage. Callers were able to use backup numbers in the event of an emergency. But, is there a better way to handle potential outages? Yes, and it's through VoIP phone services and 8x8's VoIP cloud solutions. But, let's start with the VoIP phones for your call center before exploring how virtual call centers can help if there's a disaster.

What is a Desktop VoIP Soft Phone?

Businesses like security call centers need phone systems that are reliable. It's one of the reasons security call centers prefer desktop VoIP softphones for their staff. VoIP lets them accommodate every call and the phone system is easy to set up. You can receive calls and reduce call hold times.

When selecting VoIP phones, security call centers can benefit from softphones. A softphone is a special software to help callers make calls through the internet. Softphones can work with a desktop phone that looks like a traditional touchtone phone. When using a desktop VoIP softphone, you can use it like you would a normal phone. The difference is its hooked into your computer.

Softphone software can also work with mobile devices. Or it can be used with a computer if callers want to use a headset.

For security call centers, your VoIP provider can help you:

  • Keep track of calls
  • Analyze call peak times
  • Assess which call staff may need further training

How Does it Work With VoIP Software?

A softphone uses VoIP software and a data connection so it can work with your voice service provider. Integrations can allow you to use software programs like Salesforce or CRM to quickly access client data.

With VoIP phones, you're assigned phone numbers and you can have extensions associated with your account. You can then access the internet for outbound calls or you can receive calls that come in.

Features that softphones offer include:

  • Address books
  • Volume control keys
  • Recent call lists
  • Benefits of 8x8's Phone Service and Software

Whether you're looking for desktop VoIP phones for your in-house staff or you would like to outsource support assistance, 8x8 can help.

Cloud Business Continuity

Benefits of using 8x8 include business continuity. With a mobile app or internet browser, you can remotely reroute communications to unaffected areas. 8x8 also offers built-in redundancies and automatic failovers to reduce disruptions. 8x8's communication services are prepared for disaster recovery. 8x8 offers consistent reliability and cloud center solutions in secure data centers located all over the world.

Security and Compliance

8x8's VoIP phone service, virtual office, and virtual contact center are fully certified. They help you safeguard your mission-critical communications whether it's a small security firm or a large 911 call center.

8x8's compliance certifications include:

  • HIPAA and FISMA compliance
  • CPNI compliance to meet FCC regulations
  • ISO 27001 and ISO 9001 Certifications
  • US/EU Privacy Shield Framework Certification
  • Cyber Essentials Plus to meet UK cyber security requirements


Whether you have a 911 call center or a security call center, handling all calls is imperative. Because you can't risk outages, desktop VoIP softphones can keep communication lines open. And, you can always turn to 8x8 for outsourced call center support. Let 8x8 help you with VoIP phone service based on your particular call center needs and never worry about a disaster or outage again.

When it comes to security, 8x8 provides reliable and compliant cloud solutions at a demanding level rarely seen by other cloud providers. Don't take your chances with a subpar cloud-based telecom system. Call 1-866-879-8647 or fill out our online form to request a no-obligation quote from an 8x8 Product Specialist.

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