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Corporate IP telephony: definition, operation and solutions
But changing technology isn’t enough. You need to understand what IP telephony really is, how it works, and above all which solution is right for your organization.
Between cloud, on-premise IPBX, advanced features and different pricing models, the choice can quickly become complex.
This guide lays the groundwork and helps you structure your thinking so you can choose the right IP telephony solution for your business.
What is corporate IP telephony?
IP telephony, or VoIP (Voice over IP), is a system that enables calls to be made and received via an Internet connection rather than the traditional telephone network.
In concrete terms, voice is no longer carried over dedicated copper lines, as with PSTN. It is converted into digital data, then transmitted over the company’s Internet network. On arrival, this data is converted back into sound.
The difference with traditional telephony is therefore structural.
With a traditional system, each line is linked to a physical infrastructure on site. With IP telephony, calls pass through a switchboard hosted on remote servers or in the cloud. Access is via a computer, smartphone or compatible IP phone, without the need for heavy installation.
For a company, this means that the telephone system becomes a software program that can be controlled, parameterized and accessed remotely, rather than a piece of equipment fixed in a technical room.
How does an IP telephony solution work?
An IP telephony solution is based on VoIP, or voice transmission via the Internet. When you make a call, your voice is transformed into digital data, sent over your Internet connection, and then converted back into sound at the other end.
At the heart of the system is a switchboard. It can be hosted in the cloud, known as a Cloud PBX, or installed on site in the company, known as an IPBX. In both cases, the switchboard manages call distribution, queues, transfers and opening hours.
Users access the solution via a softphone, i.e. an application on a computer or cell phone, or via a compatible IP phone connected to the network. No conventional telephone network is required, but a stable, correctly sized Internet connection is essential to guarantee good audio quality.
In short, IP telephony replaces the physical telephone infrastructure with a software-driven system, accessible from any workstation connected to the Internet.
The benefits of IP telephony for businesses
The first advantage is often financial. IP telephony eliminates some of the costs associated with physical infrastructures and heavy maintenance. Communications are routed via the Internet, reducing installation costs and simplifying system upgrades over time.
Mobility then becomes native. An employee can make and receive calls from a computer, mobile or compatible IP phone, provided he or she has an Internet connection. The business number is no longer tied to a specific office.
Scalability is also simpler. Adding a user, creating a new service or opening an additional site no longer requires complex technical work. In most cases, a few settings are all that’s needed. This makes it possible to adapt the telephone structure to the company’s growth.
For multi-site organizations, centralization is a powerful lever. Several branches can operate under the same switchboard, with common rules and global visibility on activity.
Finally, IP telephony offers supervision and monitoring tools. Dashboards, call statistics, recordings and queue management can all be used to monitor activity. For a sales team or an internal customer service department, this data becomes a concrete support for analysis and productivity improvement.
What features should you expect from an IP telephony solution?
Not all solutions are created equal. Some are limited to basic call management. Others integrate real management tools for teams. Here are the functionalities you can reasonably expect from a solution adapted to professional use.
1. Cloud switchboard
The switchboard, often called the cloud PBX, is the heart of the system.
It manages incoming and outgoing calls, creates agent groups, configures queues and defines routing rules.
2. IVR (Interactive Voice Response)
The IVR is the automatic voice menu.
It’s the famous “Press 1 for sales, 2 for support”.
It directs calls to the right department without human intervention, and structures the customer service.
3. Unlimited calls
Many offers include unlimited calls to certain geographical areas.
For a company that regularly calls customers or prospects, this has a direct impact on cost predictability. However, it’s important to check which destinations are included, and if any conditions apply.
4. Supervision and monitoring
A business-oriented solution offers a real-time dashboard.
Agent availability, calls on hold, average duration, pick-up rate.
This data enables managers to monitor activity and adjust the organization if necessary.
5. CRM integration
IP telephony can be connected to a CRM (customer relationship management) tool.
In concrete terms, the contact record is displayed when the call is made, and the history is synchronized.
This avoids double entries and improves sales follow-up.
6. Statistics and reports
Beyond real time, a complete solution offers detailed statistics: call volume, performance by team, monthly evolution.
These reports serve as a basis for operational decisions.
7. Call recording
Recording enables us to keep a record of exchanges.
It can be used for team training, quality control or dispute management, in compliance with current regulations.
8. Click-to-call
Click-to-call allows you to launch a call with a single click from a browser or CRM.
No need to manually dial a number.
For a sales team, this time-saving feature is repeated dozens of times a day.
In practice, the choice of a solution will depend on the level of usage. A company with few calls will not have the same expectations as a structured customer service department or an active prospecting team.
Real-life use cases for SMEs
IP telephony really comes into its own when you put it back into the daily life of an SME. It’s not just a question of technology. It’s a question of organization.
- Sales team
A sales team makes several dozen calls a day.
They need to dial quickly, access customer history and track performance.
With an IP solution, each salesperson can call from their computer via a softphone, use click-to-call from the CRM and consult their call statistics. The manager can monitor volumes and contact rates to adjust targets.
- In-house call center
Some SMEs have a small in-house call center for prospecting or customer service.
The requirements are different: queues, automatic call distribution, real-time supervision.
A cloud switchboard with IVR provides a structured welcome. Monitoring and recording tools help to control the quality of exchanges and support agents.
- Multi-site organization
An SME may have several agencies or sales outlets.
Without centralization, each site operates in silo mode.
With IP telephony, all sites can be linked to a single system. Calls are distributed according to schedule or availability. Management has a global view of activity, without having to multiply local infrastructures.
- Teleworking and mobility
Teleworking has become commonplace, even in medium-sized structures.
The challenge is to maintain a single professional number and a consistent organization.
With an IP solution, an employee can answer from home or on the move, as long as he or she has an Internet connection. The customer always calls the same number. The experience remains consistent, wherever the team is located.
How do you choose an IP telephony solution?
Not all companies have the same needs. Before comparing offers, you need to clarify your operating context.
1. Team size
A team of 3 people does not have the same expectations as a department of 25 agents.
The larger the workforce, the more useful supervision, rights management and reporting functions become.
2. Call volume
Daily volume changes the game.
A few calls a day can be handled with a simple solution.
Hundreds of calls require structured queues, detailed statistics and sometimes advanced dialing tools.
3. Need for in-house call center
If you run an in-house call center, even a small one, make sure it has an IVR, intelligent routing, real-time dashboards and recording options.
Without these elements, management quickly becomes manual and difficult to steer.
4. CRM integration
If your team uses a CRM, integration is a key criterion.
Automatic call synchronization, display of contact records and click-to-call simplify day-to-day tasks and reduce errors.
5. Budget and pricing model
Compare offers beyond the advertised price.
Look at what’s included, the calling areas covered, contractual flexibility and the ability to adjust the number of users to suit your business.
6. Safety and compliance
Finally, check the safety aspects.
Encrypting calls, managing access rights, complying with regulatory obligations such as the RGPD. These points are particularly sensitive for companies handling customer data.
Mini-checklist for decision-makers
Before validating a solution, ask yourself these questions:
- How many users today and in a year’s time?
- How many inbound and outbound calls per day?
- Do I need real-time supervision tools?
- Is my CRM compatible and properly integrated?
- Are costs clear and predictable?
- Does the security level meet my internal requirements?
How much does an IP telephony solution cost?
The most common model is based on a price per user per month. Each employee has individual access to the platform, with a monthly or annual subscription depending on the offer. The cost therefore varies according to the number of active lines.
In a SaaS model, i.e. a solution hosted in the cloud, the price generally includes access to the switchboard, updates and maintenance. The company has no on-site infrastructure to install or maintain. Expenses are mainly operational and predictable.
Conversely, an on-premise solution, with an IPBX installed on the premises, often involves a higher initial investment. You need to purchase the hardware, plan for installation and configuration, and sometimes a maintenance contract. Costs are more concentrated at the outset.
You should also consider possible additional charges: separately billed options, additional numbers, overruns on certain call destinations, or costs related to technical support. The advertised price does not always reflect the total cost of ownership.
In the final analysis, the budget depends less on the unit price than on the expected level of functionality, the volume of calls and the chosen deployment mode.
FAQs
What’s the difference between VoIP and IP telephony?
In practice, the two terms are often used synonymously.
VoIP stands for Voice over IP, i.e. voice transiting via the Internet Protocol.
IP telephony refers more broadly to the entire system used to manage these calls in a company, including the switchboard, users and associated functionalities.
Do I need to change my equipment to switch to IP telephony?
Not necessarily.
Most solutions work via a softphone on a computer or mobile application, without any specific equipment.
It is also possible to use compatible IP telephones, connected to the Internet network, if the company wishes to keep physical workstations.
Can I keep my current numbers?
Yes, in most cases, number portability is possible.
This allows you to keep your existing geographic or business numbers when changing solution.
The procedure depends on the current provider and the country concerned, but it is generally regulated and standardized.
Is it secure?
Modern solutions incorporate mechanisms for encrypting communications and authenticating users.
Security also depends on the company’s internal configuration and the quality of its network.
We recommend checking access rights management and compliance with applicable regulations, particularly in terms of data protection.
What Internet connection do I need?
A stable and correctly sized Internet connection is essential.
Audio quality depends directly on the available bandwidth and network latency.
For professional use, a dedicated or prioritized connection is recommended to avoid interruptions and quality degradation.
Conclusion
IP telephony transforms the telephone system into a controllable tool. It’s Internet-based, replaces traditional infrastructures, and provides mobility, centralization and business visibility. The choice depends above all on the size of your team, your call volume, your need for supervision and CRM integration, as well as your security and budgetary requirements.
For an SME with an active sales team or an in-house call center, a turnkey cloud solution, with no hardware to install, often offers the right balance of simplicity, control and scalability. In this context, a platform like Kavkom fits the bill: 100% cloud VoIP telephony, sales performance oriented, with no commitment and prorated billing.
To find out more about how a solution can be adapted to your organization, you can book a personalized demonstration.
