Voice over Internet Protocol (VoIP) technology relies on data packets that travel across the internet, thus competing with email services, video calls, and cloud computing programs, especially in busier call centers.<\/p>\n\n\n\n
According to a report published by the website which voip, there is a set of key concepts that must be taken into account when determining the best internet speed for call centers, which are:<\/p>\n\n\n\n
Bandwidth<\/strong>: The amount of data that can be transferred over an internet connection (measured in megabytes). The data rate required for each VoIP call depends on the codec used (how the voice data is compressed). Different codecs have varying bandwidth requirements.<\/p>\n\n\n\n For example:<\/strong><\/p>\n\n\n\n G.711<\/strong>: Requires approximately 80-100 kbps per call and offers high voice quality. For example, if you have 20 agents making simultaneous calls using the G.711 codec, you would need at least 2 Mbps upload and 2 Mbps download speed dedicated to VoIP traffic.<\/p>\n\n\n\n However, this is just for voice. You also need to consider overhead for other network activities.<\/p>\n\n\n\n Here are some recommended minimum internet speeds based on the size of the contact center:<\/p>\n\n\n\n 1-10 agents<\/strong>: 10 Mbps symmetrical (equal upload and download). Therefore, while the minimum bandwidth per call might seem low, the total internet speed requirement for a call center running VoIP can be significant depending on the number of concurrent calls and the desired call quality.<\/p>\n\n\n\n It’s crucial to also maintain low latency (ideally below 150-300 milliseconds) and minimal jitter (ideally below 30 ms) for a smooth VoIP experience.<\/p>\n","protected":false},"excerpt":{"rendered":" Voice over Internet Protocol (VoIP) technology relies on data packets that travel across the internet, thus competing with email services, video calls, and cloud computing programs, especially in busier call centers.<\/p>\n","protected":false},"author":2,"featured_media":3153,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[27,25],"tags":[194,204,196],"class_list":["post-3152","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-home","category-news-reports","tag-call-center","tag-contact-centers","tag-outsourcing"],"yoast_head":"\n
Latency<\/strong>: The time it takes for a data packet to travel from one point to another (measured in milliseconds).
Jitter<\/strong>: The variation in packet arrival time; therefore, a high jitter means poor connection quality.
Packet Loss<\/strong>: The loss of data during transmission, resulting in robotic sounds or interruptions.
To ensure high call quality in your VoIP contact center, you need to allocate sufficient bandwidth, low latency, and minimal jitter.<\/p>\n\n\n\nWhat is the data rate required for a VoIP call?<\/h2>\n\n\n\n
G.729<\/strong>: Requires approximately 30-40 kbps per call with good voice quality.
Opus<\/strong>: A flexible codec that can range from 40-100 kbps for excellent quality.
As a general rule, it’s wise to budget around 100 kbps of upload and download bandwidth per concurrent call to ensure reliable quality.<\/p>\n\n\n\n
11-50 agents<\/strong>: 20-50 Mbps symmetrical with QoS (Quality of Service) routing.
50+ agents<\/strong>: 100 Mbps+ symmetrical with redundant failover links.<\/p>\n\n\n\n