The internet of things (IoT) has made it possible to have devices such as televisions, security cameras, and even light bulbs to be connected to a network. In the middle of this digital innovation is the Voice over Internet Protocol (VoIP), a kind of digital distribution protocol. Regardless of the size of your business, a VoIP system could provide certain benefits to your company network.
Before jumping the gun on VoIP systems, you’ll need the help of a professional when choosing which features, equipment, and tariff plans you need. You can visit openphone.co or any other business phone system provider to see what they have to offer in all things VoIP.
What You Need To Look For In A VoIP System
Although VoIP was developed in 1995, this tech as relevant as ever, even more so than landlines these days. VoIP even has the functionality to resemble smartphones, giving you an excellent user experience on your office desktop.
However, don’t just go for the first provider that appears in front of you. Make a list of your business’s requirements when you’re acquiring a VoIP system so you can narrow down your search for potential providers. With that said, in this article, you’ll learn some must-have features you need to look for in a VoIP system.
Able To Handle Conference Calls
This is a key feature, especially for long-distance callers and executives. Your VoIP system should be able to support conference calls, both video, and voice. You may link it to the company’s video conferencing system or other video calling applications such as Skype, which you can do using internet phone protocols. If your system doesn’t have a video screen, you can attach it to an external screen.
Pre-Programmed Buttons
The functions of your prospective VoIP system need to be programmable, either physically through buttons or by inputting codes, to provide your company’s specific functions and features. These features may include call transfer to a certain number, speed dial, and redial. You can request other features like voice mail from the service provider. However, extra features may incur additional fees, so make sure you read the fine print before agreeing on anything.
App For Mobile Integration
The VoIP system you need should be able to be integrated with your smartphone so you can receive calls meant for your VoIP telephone without having to give your contact information to the caller. This helps you to receive company calls while out of the office, especially when you’re attending work duties away from your office. A VoIP mobile app should also allow you to transfer, merge, access office phone contacts, and split calls, replicating your normal business phone functions.
DND
Do not disturb (DND) is another feature you should have for your VoIP system. The DND feature allows you to divert a call to voice mail or transfer your call to your colleague or a specific department whenever you’re indisposed or in another call with a client, for example. This feature comes in handy as it helps you avoid disruptions and make sure all incoming calls are addressed by your staff, if not yourself.
Call Recording
Call recording is essential if you need to regulate the operations of your business. Call recording can help you improve your services by monitoring how your employees answer calls and by tracking customer satisfaction after calling your company. At the click of a button, you can records calls and store them in different audio formats to be played later. Your clients may be having serious challenges with your product, thus recording the conversation may help you during quality control or a team meeting where you can play the recording and come up with a solution. Call recording can also be used when you have planned call scripting in a call center setup, for instance.
Security
Security is a critical issue within any business organization, whether you have a small business or a multinational enterprise. Customers always prefer an environment that’s safe from any security threats, whether cyberattacks or through phone scams. At any rate, choose a VoIP system that offers end-to-end encryption so you know no other party is monitoring your conversations and have access to critical company or client data. Also, you can connect your VoIP to cloud services where your recorded calls could have another layer of security with firewalls or multi-factor authentication.
Call Analytics And Logging
Your VoIP system should have a call logging feature, which is able to maintain a record of all outgoing and incoming calls, the time and date of the call, and the duration of the calls. Besides, a more advanced VoIP system is fitted with analytics capabilities to sort your call logs by duration and type and also download such logs into any document format for further analysis.
Voice Continuity
Traditional continuity in businesses has focused on failover and backup response. Therefore, if your business has its major operations contacted through phone calls, you need to replicate such measures on voice continuity. You need to have automatic failover in times of internet outages. Your VoIP should allow the monitoring and detection of any internet fluctuations and anomalies in your customer’s voice traffic.
The moment an outage is noted, their call should be transferred automatically to a different device—a landline or a smartphone supplied with the VoIP mobile app, for instance. This feature is usually seamless as your customer would be informed of an internet outage through an alert the moment the VoIP is reconnected.
Advanced Call Routing
This is a feature where incoming calls ring in multiple extensions so any extension in the department with an available representative can respond to the call. As a VoIP admin, you should configure your system to facilitate this option or ask your provider if this option is available. With this, you’ll be able to wisely handle common issues such as absent employees, busy extensions, and avoid any disruptions. This ensures that no call goes unanswered and business resumes as usual.
Voicemail To Email And Voice Mail Transcription
In case you’re having a meeting, you’re in a place where you can’t answer the call, or you’re on another call, voice transcriptions help you receive a text message on your cell phone. You can also have the VoIP configured to send a message as a file attachment in .wav or other audio formats which you can listen to from your email.
Priority Call Alert
This feature enables you to set a priority of your calls by setting particular ringtones to certain calls or people. This way, once you hear a certain ringtone, you can prioritize calls such as partners, prospects, and customers.
Caller Name And ID
Because a VoIP should be integrated with the customer relationship management (CRM) system you have for your company, you should be able to see the customer’s number and the name and also their other records. This helps you know who is calling immediately. You can, therefore, answer the call by mentioning the name of the customer, which makes them feel valued because your business has their details, and builds rapport and trust with your customer.
Final Thoughts
Having a dedicated VoIP system for your business is vital to your operations, so your clients, partners, suppliers, etc., could easily reach you, 24/7. Furthermore, VoIP systems offer you a better user experience compared to more conventional phone systems. Ensure that you acquire your system from a trusted VoIP provider and that it offers programmable buttons, allows call transfers, allows caller IDs, provides call analytics, offers multiple security features, and can be connected to other handsets in your organization. Remember, communication is key to smooth business operations, and the VoIP system might just be what you need to elevate your services.