When was the last time your entire organization adopted new technology at the exact same time? That’s essentially what happens when you deploy a new VoIP system.
That kind of orchestrated effort might seem daunting. But with careful planning--and the right partner--the process of implementing your new VoIP system can go much more smoothly. Follow this roadmap to successful deployment.
Implementing any new technology requires a significant investment of time and effort, so it’s important that the technology helps you achieve your business goals. Before you embark on the adoption of VoIP, spend time defining your business goals. Include key functional leaders, who will bring vital insights about day-to-day business operations and business challenges.
Common business goals associated with the implementation of VoIP include the following:
The key is to set realistic, specific goals. While VoIP can absolutely have a positive impact on the bottom line, it’s also not a cure-all for unsound business processes.
Ultimately your end-users will determine whether you achieve your business goals. But their needs are often overlooked. That’s not entirely surprising; every end-user might have unique preferences and opinions--and not all end-users will be equally comfortable with new technology.
It’s often tempting to present end-users with a “menu” of VoIP features and ask them to choose the ones that sound appealing. But the better approach is to ask about their communication habits and needs. Ask questions like these:
Asking this kind of question places VoIP services and features in the context of business needs. For example, you might learn that employees who are often out in the field (such as the sales team) would especially benefit from softphone apps that work with their mobile devices or laptops. Or employees in the office may get excited about receiving voicemails in their email inboxes.
The quality of VoIP service depends heavily on internet bandwidth. The service works by converting your voice to data bundles, known as packets. When the internet is slow or overloaded, multiple call-quality issues can occur:
To help prevent these issues, make sure that your network can handle the additional traffic associated with VoIP. Site surveys and performance tests help evaluate how well your network will support VoIP. You may need to update or replace routers or other equipment to ensure the best performance. The more proactive you are about preparing your infrastructure, the more likely it is that you’ll have excellent VoIP service from the moment of cutover.
Starting with a solid plan is a best practice for any technology deployment. But it’s even more important with VoIP because communication is a core business function.
Communication powers your business, so it’s crucial to select the right VoIP provider. Don’t choose based on price alone. Look for an enterprise-level provider with a solid track record of working with companies like yours. The ideal provider will offer the following:
Your service provider should take a leading role in designing your VoIP phone system. It’s important to know that transitioning to VoIP doesn’t always require you to start from scratch with all-new equipment. That “rip-and-replace” approach is certainly an option if you’re working with truly antiquated equipment, but most companies opt for a more intermediate option. Together, you can make some fundamental decisions.
One great benefit of VoIP is that you can keep your system on-premise (on-prem) or have it hosted by your VoIP provider. Also known as a cloud-based phone system, a hosted PBX is a great solution for businesses of any size. It can be scaled quickly, and the VoIP provider handles all maintenance, upgrades, and data security. If you have remote workers, a hosted PBX is also a good option since it can be accessed from anywhere with an internet connection.
An on-prem system might be preferable for businesses that have large call centers or other extensive communication needs. It might also be ideal if you’d prefer to maintain full control over your equipment and data. For instance, financial institutions might need an on-prem system because their communications might involve customers’ sensitive personal data.
Most VoIP implementations will require at least some new equipment, and many businesses treat it as an opportunity to upgrade their entire communication system. That can represent a considerable investment. Some companies might prefer to structure this as a capital expenditure (CAPEX) and purchase all the equipment outright.
The alternative is a device as a service (DaaS) plan. For a monthly fee, you’ll get both services and equipment. If you’d rather structure your equipment costs as an operating expense (OPEX), then DaaS is the right choice. A managed services plan might also be ideal for companies that don’t have the IT infrastructure and staff to support and manage the VoIP system themselves.
The features of VoIP are seemingly limitless. From auto attendants to video conferencing, the list can be truly overwhelming. And it can be tempting to get a system with “all the bells and whistles.” But that might mean a VoIP system that’s more expensive, without really delivering additional value for your company.
Go back to the business goals and end-user input. Which features will really help your employees to reach those goals? The right provider can help you think strategically and creatively about these choices. In a traditional office setting, a Microsoft Teams integration and easy video conferencing are often must-haves. Auto attendants are indispensable for call centers, but might be less important for an SMB with a dedicated receptionist and low call volume.
Less obvious might be the use of softphones and mobile applications using computers, cell phones, and tablets versus traditional desk phones. Your VoIP provider can help you explore overlooked use cases and tailor a communications system that balances features and budget.
All the planning has paid off, and you’ve finally arrived at cutover: the period when you switch from your old provider to your new VoIP provider. Cutover should be as seamless as possible to minimize communication disruptions. Depending on the size of your business, the number of locations, and the complexity of your network, cutover might take a few hours or a few days. And although your project plan probably has some cutover-related milestones, it’s also important to have a much more specific, detailed cutover plan. What actually happens during cutover?
Before cutover, decide where any new equipment will be installed. Make room as needed, and clearly label where everything goes. Your VoIP provider will also provide a cutover sheet, which lists all the numbers to be ported; equipment to be set up and tested; and programming to be done, along with who is responsible for each item.
It’s also useful to think through any potential problems and how to handle them. Your VoIP provider can walk you through these scenarios and related contingency plans. When it comes to planning for a smooth transition, more is almost always better.
To maximize the return on your investment in VoIP services, you need a successful adoption of the new technology. That starts and ends with end-users, that is, your employees. Thus the most successful VoIP adoptions are those that incorporate thoughtful, thorough employee training. Ideally, your VoIP provider will support your efforts with on-site training right after deployment, to ensure that everyone knows how to use the system from the very beginning.
All employees should receive training in basic telephony. They'll need to learn how to execute the following tasks:
It is often helpful to provide a one-page “cheat sheet” on these functions so that employees have a brief, accessible reference.
Some employees will also need additional training on other, more sophisticated features. Rather than going through every single item, focus first on the features that will have the most impact on the employees’ productivity and workflows. These are usually also features that they’ll use frequently, so they’ll need to feel comfortable as quickly as possible.
Also pay close attention to employees who may identify as less “tech savvy” or who seem to be struggling with the new technology. Offer supplemental one-on-one training, or consider asking another employee to act as a sort of onboarding buddy.
But most importantly, emphasize that help is always available, and make sure that employees have access to any additional resources from your VoIP provider, such as training videos or knowledge base articles.