Common Terms Used in VOIP that You Should Remember

If you are considering upgrading or improving your current traditional circuit-committed telephone network or public switched telephone network, you should not be intimidated by the difficult terms used in describing the technology. In fact, one advantage of VoIP technology is that it’s user-friendly, so you don’t need to be an expert in information technology to enjoy its benefits.

However, you need to be familiar with the basic terms before you look for a VoIP provider in Singapore.

Analog Telephone Adaptor (ATA) – It is a hardware that is responsible for converting the data, audio, and video signals into Internet Protocol or IP packets. These packets are transferred through the Internet. The hardware is used to connect a telephone to another line to allow the use of VoIP for calls.

Audio Response Unit (ARU) – It is a type of computer telephony system that uses voice storage and forwarding.

Bandwidth – This refers to the data that is carried from one point to another within a given time. The bandwidth is measured in 1,000 bits per second or kbps.

Broadband Telephony – Also called IP telephony, it is the communications protocol used to transmit calls on a broadband Internet.

Cloud Communications – Cloud refers to the network or remote servers that are hosted on the Internet. This means that if a company is using cloud VoIP, they are also using a form of hosted VoIP system because the servers are provided and maintained by a Singapore VoIP provider. The word cloud simply means the Internet, which is the host for the storage, management and processing of data used in cloud VoIP.

Codec – The term refers to the conversion of the analog signals to digital signals or vice versa. A software can be set up to compress and decompress the signals.

Data – This is the name for the information sent or all types of traffic sent through a network except for voice.

Data Network – These vary in size and functions, but the data network will create a way for computers to access the nodes or access points to both receive and send packets from different network connections. For example, in an IP PBX telephone system, multiple users can store, access, use, and encrypt data.

IP-PBX or IPBX – IP refers to Internet Protocol, while PBX phone system stands for Private Branch Exchange. Therefore, an IP PBX telephone system is a telephone exchange system in a building or designated are in which the calls are processed within an IP protocol. This means that the traditional telephony or PBX phone system used in the company is upgraded to allow for the use of VoIP in an IP PBX telephone system.

ISP – It stands for Internet service provider, or the third-party company in Singapore that provides the Internet access for both commercial and residential customers. Some ISP also offer additional services such as hosting, fax, and email.

ITSP – It stands for Internet Telephony service provider. Like the ISP, it is a third-party company that provides the means for companies to use their Internet connection to combine both the data and voice infrastructure, creating the VoIP. This type of VoIP is called a hosted PBX or a hosted VoIP system.

Latency – This is the duration the packet takes to get to its destination. The latency is important when transmitting data and voice through VoIP, because delays can cause problems in communication. This is one slight disadvantage when it comes to a hosted VoIP system like the cloud VoIP or hosted PBX because the third-party service provider has control over the technology.

Packet – This refers to the unit of the grouped data which contain the information that needs to be transmitted, the originator and destination, and the synchronization information. Packets are stored and forwarded in the routers.

P2P – It stands for peer-to-peer sharing of bandwidth, files, and other information in two computers.

PBX or PABX – It stands for Private Branch Exchange or Private Automatic Branch Exchange, which are systems that were used to replace traditional telephony. A hosted PBX system uses a private telephone network exchange and has more features than traditional telephony.

PTSN – It stands for public switched telephone network, which is the collection of telephone carriers in both public and private settings as well as local and international networks.

SIP – It means Session Initiation Protocol or the standard protocol that manages, initiates, and terminates peer-to-peer multimedia and communications.

SIP Trunking – This is a type of VoIP solution that utilizes a trunk to connect a VoIP gateway to the Internet. It makes use of the cloud and shared lines or existing Internet connection within the company to combine both data and voice.

Speech Recognition – This is a feature in some hosted VoIP system that allows the user to control applications by speaking.

Store and Forward – The term describes the process of storing messages and the transmission for playback. It is the basis of emails and fax-on-demand, and is also the opposite of real-time communication.

Telephony – It simply refers to the technology or the process of voice communications.

Trunk – It is the circuit that interconnects different switches where several users transmitting several data are managed. One example of a trunk is the PBX or hosted PBX.

VoIP PBX – Also called IP PBX telephone system, it is a telephony switching system for internet calls which also uses IP. It is also connected to the company’s traditional telephone lines to create a private shared network.

VoIP Phone – This is needed when setting up VoIP in your office, so make sure to contact your VoIP provider, so they can provide you with the right VoIP phone to channel your calls through the Internet for your local and international calls.

Wi-Fi Phone – This is another option if you do not have a VoIP phone, and is useful in residential settings where wireless signal is available.

5 Ways a Live Chat Feature Help Overall Customer Experience

For a better overall customer experience, you have to work an extra mile to exceed your customers’ expectations in terms of communication. Businesses that provide great customer experience have higher customer loyalty rate, and therefore achieve higher sales.

Live chat feature is one of the most efficient ways to be in touch with clients. With this feature, it’s possible to turn interactions with website guests into potentially profitable relationship and, in result, boost your sales reports.

What is this Live Chat Feature?

Live chat is an effective communication feature included in CRM Software from Singapore that allows you to interact with people visiting your online site. This is a very valuable addition to your company website as it allows you to start conversing with potential clients, whether they have concern about your service, interested with your products or just need help navigating around your site.

One best thing about live chat is that it allows you to answer questions and address concerns on the spot and in real time, giving prospects and clients instant gratification. With faster response than email, you will also be able to know whether a visitor is a potential lead that you can pursue or just someone lurking around.

How Live Chat Improve Customer Experience

There are numerous benefits with live chat that have proven to generate leads, meet customer satisfaction and boost customer relationship management. Below, you will find out what live chat can do for the betterment of your overall customer service.

1. Respond to more customers and address more concerns in real time

When customers encounter a problem with your product or service, they want instant solution from you. This is one of the major reasons why consumers turn to live chat whenever they need something from their service provider—to get immediate answers to their questions.

Any delays run the risk of losing profit. In fact, slow response is cited as one of the top three reasons why Singapore consumers leave a certain provider.

By integrating live chat to your CRM system, alongside your CRM software, you can handle three, four, five, six or more clients at a time. You can respond to all of them in seconds, rather than letting them wait for hours to answer an email.

2. Answer questions in a timely manner to eliminate fears and doubts of customers.

With live chat, it’s almost effortless to help visitors and clients to navigate around your site, especially when they are in the hunt for specific products or pages. Therefore, it only makes sense to add the live chat feature to the pages that customers often visit (if not in the entire site), such as the products, pricing and support pages.

With a live chat box, consumers can directly ask you questions about the service or product they are interested in and it will be easy for you to answer them right away, which simplifies the purchasing process. You can enlighten your customer by explaining the differences of different products and provide advice to the customer on which product is the most suitable.

3. Target potential buyers easily.

When mapping out customers with your products or services, do you focus on web analytics and real data, or you make the common mistake of treating buyers like any other buyers, who miss out the ‘how, when and why’ of purchasing decisions?

Using your live chat alongside with the customer relationship management tool you are using will help you easily target customer interests. If the CRM software you are using includes sales management and marketing automation, much better! You can target customers based on your previous conversations and run an automated campaign through email on them, targeting their interests with personalized promos, discounts and contents.

4. Retain current customers and build brand loyalty

A cloud CRM is ideal for the sales team because it lets them handle sales management better, track leads, create deal pipelines, boost accuracy of sales reports and many more. However, that may not be enough to build brand loyalty. Majority of your transactions and profits will generate from clients you already have, and having live chat feature is key to retaining a client.

When your clients see a live chat feature on your company website, they know that they are not dealing with a faceless business in the web. In fact, more consumers here in Singapore tend to stick longer to companies with live chat and can offer immediate support to them. Just the idea that you are always available when they need you is enough to make any customer stick around for longer time.

5. Send transcript of chat to create positive impression.

Some live chat features give you the option to save a conversation, which is called transcript, and to send a copy of it to your prospect or client through email.

By giving consumers the option to have a copy of the transcript of your conversation, they will be able to read the conversation any time they wish, instead of having to call you and ask the same question again. Oftentimes, consumers forget some details and answers to their questions because of so much information handed to them all at once.

With a transcript, they can always revisit their inbox to double check on any information they might have forgotten.

A good CRM software is able to provide you with such feature. If you want a more consumer-based environment of CRM software, contact in Singapore to discuss the most suitable CRM solution for your type of business.


Overall, live chat is a great addition to your business’ cloud CRM system. With such useful feature, your clients get the support they need quickly and you get to speak to them directly.

By integrating live chat on site, you can effortlessly convert visitors into customers and you can keep existing customers satisfied (and loyal) and improve your overall customer satisfaction rates. All these, in result, will help improve your productivity and company credibility.