Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. The terms Internet telephony, broadband telephony, and broadband phone service specifically refer to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the Internet, rather than via the public switched telephone network (PSTN), also known as plain old telephone service (POTS)

inbond & outbond


Outsourcing is the business practice of hiring a party outside a company to perform services and create goods that traditionally were performed in-house by the company's own employees and staff.

  • Inbound Voice process is conducted by the inbound call centers. They deal with taking the calls from the customers. While taking in the calls, they provide services that are associated with technical support, logical support, complaint registration, reservation, and other matters. The inbound call centers rely on incoming calls for their business, rather than outgoing calls.

  • Outbound Voice process is conducted by outbound call centers. They deal with sending calls to the customers. While sending the calls, their motive is to market the services of the company. Their purpose is customer acquisition, lead generation, and marketing. The outbound call centers rely on outgoing calls for their business, rather than incoming calls.


Inbound voice process deals with incoming calls while outbound voice process deals with outgoing calls. The purpose of the inbound voice process is to assist customers. The purpose of the outbound voice process is to acquire customers.

  • The main difference between an inbound and outbound call center is how a majority of the calls in the call center take place. If more than 50% of your calls are outbound, you’re probably considered an outbound call center. The same goes for an inbound call center.