As reliance on cloud-based technology continues to grow, businesses must keep up. By turning to a cloud-based phone system, companies can ensure a reliable, flexible, and scalable means of customer communication.
Must-Have VoIP Features
Businesses can improve communication, streamline operations, and save money by selecting a VoIP system with the right cloud features. Simplicity VoIP offers a range of VoIP solutions to meet the needs of businesses of all sizes. This can save businesses money, improve call quality, and provide features that traditional phone systems simply can't match. Here are some of the top VoIP features that your business should consider:
Softphone Applications
A softphone is a software application that enables voice communication over the internet. Unlike traditional phones, softphones do not require hardware devices like a telephone set to make and receive calls. Softphones can be installed on a computer, tablet, or mobile device, allowing users to make and receive calls from anywhere with an internet connection.
Softphone applications can be cloud-based, hosted on remote servers, and accessed online. Cloud-based softphones have several features that make them popular for businesses and individuals.
Call Parking
Call parking allows users to park a call and retrieve it from another phone. This is a helpful feature for businesses with multiple departments or remote teams. Users can "park" an incoming call and retrieve it from a different phone or location without transferring it.
This feature is handy for businesses with multiple locations or remote workers. It allows employees to quickly support calls between locations without losing the call or asking the caller to call back. Instead, the call can be parked and retrieved from another phone or device.
Call Forwarding and Routing
Call forwarding allows users to forward their calls to another phone or voicemail. Similarly, call routing will enable businesses to route calls to specific departments, individuals, or devices based on specific criteria. These are valuable features for businesses with multiple departments or remote teams.
With call forwarding, you can automatically route incoming calls to another phone number or device, such as a mobile phone or home office phone. This is useful for businesses with remote employees or those needing access outside the office.
Call routing enables internal call forwarding, allowing businesses to direct incoming calls to specific departments, teams, or individuals based on their needs and preferences. For example, incoming sales calls can be directed to the sales team, while technical support calls can be routed to the IT department.
Call Blocking
Call blocking allows users to block specific numbers or types of calls. This feature is excellent for businesses that want to avoid unwanted calls, such as telemarketers or spam callers.
With call blocking, companies can reduce unwanted distractions and improve productivity. By blocking unwanted calls, users can focus on their work and avoid interruptions from unwanted telemarketers, scammers, or other unwanted callers.
This feature is easy to set up and configure on most VoIP systems and can be done per number or group. Users can choose to block calls from specific phone numbers, area codes, or even entire countries, depending on their needs and preferences.
Audio and Video Conferencing
Audio and video conferencing allow users to meet with colleagues or clients from anywhere in the world. These features are necessary for businesses with remote teams or clients in different locations.
Audio and video conferencing use the internet to transmit audio and data between participants. Participants can join the conference from their computer, tablet, or smartphone, using tools like webcams, microphones, and speakers. Video conferencing, or video calls, allows participants to see each other and screen share in real time, making it easier to communicate and collaborate on projects.
Means of remote communication such as these are valuable tools for businesses of all sizes, allowing teams to connect and collaborate in real-time, regardless of location. These forms of conferencing can also help businesses save time and money by reducing the need for travel and providing a more flexible work environment.
Visual Voicemail
Visual voicemail allows users to view and manage their voicemail messages online. This tool dramatically benefits businesses with remote teams or employees working from home, like audio and video conferencing.
Visual voicemail works by transcribing voicemail messages into text, displayed on the user's device or in their email, along with an audio file of the message. This lets users quickly scan their messages and prioritize which ones they want to listen to first. Users can archive messages for later reference, delete them once they have been addressed, or even forward them to another party to be handled.
Businesses can save time and improve productivity by portraying voicemails visually instead of audibly. Instead of listening to minutes of voicemail, users can quickly scan through their messages and prioritize which ones to address first. Visual voicemail is also a more user-friendly alternative to traditional voicemail systems, which can be time-consuming and frustrating to navigate.
Call Monitoring and Recording
Call monitoring and recording allows businesses to monitor and record calls for training, quality control, or compliance. This is a helpful feature for businesses in highly regulated industries or with remote teams.
Call monitoring allows supervisors to listen in on live calls and monitor the quality of service their agents provide. Call recording will enable businesses to record and save calls for later review, providing them with valuable data that can be used to improve their customer service operations.
By recording calls, businesses can more easily identify trends or patterns in customer behavior, allowing businesses to make data-driven decisions to improve their customer service operations. Recorded calls can also be used as evidence in legal proceedings, providing firms with a conversation record in case of a dispute.
Interactive Voice Response (IVR)
IVR allows businesses to automate their phone systems and provide callers with options, which is helpful for businesses with high call volumes or multiple departments. This feature allows callers to interact with an automated system using their voice or touch-tone keypad to access information or complete tasks without needing a live agent.
IVR systems can be customized to meet the specific needs of businesses and their customers. For example, a company can set up an IVR system that greets callers with a personalized message and prompts them to select from a menu of options. Callers can then access information or complete tasks such as checking account balances, making payments, or scheduling appointments without needing a live agent.
IVR systems can also be integrated with other call center tools, such as call routing and monitoring, to improve operations or to gather information from callers, such as their reason for calling or account number. This data can be used to provide more personalized service and improve call center metrics.
Additional Communication Channels
VoIP systems offer additional communication channels like SMS texting/MMS, virtual faxing, and internal team chat messaging. These features benefit businesses with remote teams or clients in different locations.
SMS texting/MMS is a popular business communication channel, allowing customers to communicate quickly and easily via text message and images. This can be especially useful for companies that need to send out alerts or notifications, such as appointment reminders or delivery notifications. SMS texting can also be used for customer service, allowing customers to text in their questions or concerns and receive a prompt response.
Internal team chat messaging is another valuable communication channel for businesses. With team chat messaging, employees can communicate in real-time to share information and collaborate on projects. This is especially useful for remote teams or teams that work in different locations.
Virtual faxing is another popular communication channel for businesses. Instead of using a physical fax machine, businesses can send and receive faxes using their VoIP system. This can save time and money, eliminating the need for a separate fax line and machine.
More on VFax in the Video Below!
Live and Historical Analytics
Live and historical analytics are essential features of any VoIP system. These features allow businesses to track their call data, gain insights into their operations, and make data-driven decisions to improve their overall performance.
Live analytics provide real-time data on call volume, duration, and other important metrics. Companies can monitor performance and make adjustments on the fly. Live analytics also provide insights into call quality, allowing businesses to identify and address issues before they become significant problems.
Historical analytics function similarly, but over a period of time. This data can identify trends and patterns and make informed decisions about staffing, training, and other operations. For example, if historical data shows that call volume tends to spike on certain days of the week or at certain times, a business can adjust staffing levels accordingly.
When choosing a cloud-based phone system, consider the essential features of your business. Selecting the right features can improve communication, streamline operations, and save money. That being said, we consider these features to be must-haves for companies looking to get ahead and stay ahead with VoIP.
Simplicity VoIP is a leading provider of cloud-based phone systems that offer a wide range of features to meet the needs of businesses of all sizes.
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