Although email might appear to be the king of communication in today’s business world, dialing and answering phone calls are still necessary for any well-run business. One of the most popular phone system options for businesses of all sizes is Voice over Internet Protocol (VoIP), which uses the internet to make and receive calls.
If you are searching for a better phone system, VoIP may be a step in the right direction. VoIP technology uses the cloud to extend our communications capabilities. It’s important to remember that not all VoIP systems are created equal; it’s important to select a system that includes the right features and options.
Below are five must-have features of a VoIP phone system that any business will benefit from.
#1. Anytime, Anywhere Connection - Voice Call Continuity
The primary goal of voice call continuity (VCC) is to provide call consistency to end users as calls are continuously moving between different networks and vendor technologies. VCC automatically connects the user’s device to a required network, providing a reliable relationship between the user’s device and the network.
VCC allows incoming and outgoing calls from any circuit-switched network then carried through IP. VCC supports the following:
- WiFi
- Global system for mobile communications (GSM)
- Worldwide interoperability for microwave access (WiMax)
- Code division multiple access (CDMA)
VoIP phones depend solely on the internet to function; this means automatic failover for internet outages is vital. Should there be an outage in your area, VCC allows the conversation to continue by automatically forwarding calls to another device like a smartphone with the VoIP app installed. This protects both the caller and the receiver, ensuring the conversation continues seamlessly.
This feature is so beneficial that you choose where to receive calls with call forwarding through your hosted VoIP. If needed, it will reroute calls to any company-registered device, so your employees can continue to work without the worry of losing connectivity. As a business, it is vital to ensure all team members’ mobile devices are registered to your VoIP system so calls can be rerouted if needed.
#2. Unified Communications
With unified communications (UC), employees can communicate with their device of choice. The options include traditional phones, mobile smartphones, desktops, laptops, or tablets. All are great options for taking work out of the office. Every team member should have access to receive and place calls over their mobile devices and receive voicemails through email.
Thanks to UC, VoIP can integrate with tools like Google and Office365 to establish a broader workforce and accommodate communication preferences. Providing users with a unified experience isn’t just helpful to business, but it is critical to your success.
VoIP can already reduce the cost of customer contact and improve call speed, but combined with unintegrated channels, the savings are outweighed by the cost of team member time, lost leads, and dissatisfied customers. UC ensures that every team member’s device is synced so that communication becomes one single effort. You most likely will notice an increase in revenue after merging communications channels.
CRM software providers are also adding more integrations with VoIP systems to adopt multichannel support. Your customer service representatives can address problems wherever they occur with unified communications. UC also can reduce call handle time through efficient tools like instant messaging. Another considerable benefit is using screen pops to capture caller info and verify customers quickly.
UC is advancing VoIP in ways that are so beneficial for any size business. There are endless possibilities with Cloud PBX, digital collaboration, multi-device file sharing, multimedia-rich conferencing, reporting, recording, and more, all under one unified system. UC is changing the way we communicate through VoIP services.
#3. Advanced Call Routing
Advanced call routing features allow incoming calls to go to multiple extensions until they reach an available team member. This way busy extensions, employee absences, and company meetings don’t get in the way of valuable communication. Overall, you get to determine how incoming calls are handled . Below are some benefits you will see immediately with advanced call routing:
- Increased team productivity by minimizing time spent speaking to customers that a different department would better serve
- Eliminated need for a receptionist to direct calls
- Improved customer satisfaction by connecting them to the department they need the first time
Below are some features included with advanced call routing:
- Managed call routing and adjustments in a web-based user interface
- Team member groups to receive calls based on time of day or call volume
- Routing calls to alternative work numbers, mobile devices, or voicemail based on schedules
- Routing calls depending on location, business, and after-hours schedules
#4. Call Recording and Detailed Records
A call detail record shows data on how a specific phone number or employee is using the phone system. This data includes:
- The date and time the call took place
- How many minutes the call lasted
- The source of the call and destination of phone numbers
- What kind of call was made (inbound, outbound, toll-free)
Call detail records show the time and place calls or messages take place and measure basic call properties.
Call recording is also beneficial for quality and training purposes. Your employees can listen to their calls to improve their skills. Companies will benefit from call records to identify calling trends and understand employee use of phones. This will grant a business the opportunity to make better management and personnel decisions by analyzing patterns and trends.
#5. Mobile App Integration
Mobile app integration is software phone apps that you can download and install on smart devices. This is beneficial because this means you can take your work phone anywhere on the go. Mobile app integration is perfect for businesses that have remote team members. Using this feature enables so much functionality through merging calls, transferring, splitting calls, access office phone contacts, and so much more.
Some users prefer to message rather than talk on the phone. VoIP integration makes it easy to switch between communication to use the customer’s preferred communication method.
Mobile app integration provides advanced telecommunications features, which allow you to:
- Easily switch between VoIP desk phone and softphone application on your mobile device without the call dropping
- Route calls to multiple devices to advance communication flow
- Create temporary numbers and have calls forwarded to their own devices
- Facilitate group collaboration with features such as video conferencing and screen sharing
To learn more about how the right VoIP system will benefit your business, please contact us.
