The evolution of business communication technology has made VoIP phone systems extremely popular among business owners across various industries. Regardless of the size and requirements, they are all switching to VoIP technology and using VoIP phone handsets to communicate internally and with clients overseas as well. Call centres are also relying entirely on VoIP technology, which has played a significant role in phasing out the traditional landline phone system. Numerous features of VoIP phone systems have contributed to their popularity, including cost savings, improved flexibility, scalability, reliability, advanced communication features, and many others. This report covers the entire ABC of VoIP phone systems, and we will have a detailed list of the features and benefits of this technology.
WHAT IS A VOIP PHONE SYSTEM?
VoIP stands for Voice over Internet Protocol, and it is a communication technology used in conjunction with digital handsets or VoIP handsets. It enables users to make and receive phone calls over an Internet connection, which means the need for a traditional landline, PSTN, or Public Switched Telephone Network is completely eliminated. A VoIP phone system is often referred to by various names, including IP Telephony, Internet Telephony, Virtual Telephone System, Online Phone System, or the most commonly used name, Cloud-Based Phone System. VoIP communication technology can be implemented with the help of digital handsets, digital phone systems, VoIP phone systems, or softphones. The only requirement is a handset in your hand with a stable and uninterrupted Internet connection.
HOW DOES VOIP WORK?
A VoIP phone system converts voice or audio signals into data packets that are compressed and transmitted to the recipient over the Internet phone connection. Once these packets reach the recipient, they are again converted into audio signals and received by the user. This ensures real-time communication through voice calls, with no lags or other audio quality issues. Calls can be made easily through VoIP-enabled devices and hardware, such as VoIP phone handsets or software-based phone systems, also known as softphones. Softphones are essentially programs or apps installed on computers or mobile devices, which can be used to communicate through various channels, including audio calls, instant messages, voice calls, and video conferencing.
WHAT FEATURES DO YOU GET WITH THE VOIP PHONE SYSTEM?
A comprehensive list of VoIP phone system features is presented below, and later, we will review some of the most commonly used features for businesses.
● Advanced call management
● Anonymous call rejection
● Auto attendant
● Automatic service failover
● Auto diallers
● Automatic call distribution
● Business text messaging
● Busy call forwarding
● Busy lamp field (BLF)
● Call analytics
● Call barge
● Call blasting
● Call flip
● Call forwarding
● Call hold
● Call hunting
● Call masking
● Call monitoring
● Call notify
● Call park
● Call presence
● Call pulling
● Call queuing
● Call recording
● Call screening
● Call takeover
● Call tracking
● Call transfer
● Call waiting
● Call whisper
● Campaign performance analytics
● Click to call
● Cloned lines
● Conference bridge
● Custom music on hold
● Custom ring back
● DND
● Editable call flows
● Enhanced mobility via apps
● Extension dialling (number change)
● Extension menus
● Free intra-company calling
● Geographic redundancy
● HIPAA and HITECH compliance
● Hot desking
● Hoteling
● International local numbers
● IVR systems
● Local numbers
● MMS messaging
● No answer call forwarding
● Number porting
● Office intercom
● Online fax
● Power dialling
● Predictive dialling
● Predictive lead scoring
● Priority alerts
● Progressive dialling
● Push to talk
● Quality of service (QOS)
● RCS messaging
● Remote call forwarding
● Ring groups
● Sentiment analysis
● Shared call appearance
● Skills-based call routing
● SMS messaging
● Softphone
● Speed dial
● Third-party integration
● Three-way calling
● Time-based routing
● Toll-free number
● Unlimited voice calls
● Uptime SLAs
● Vanity numbers
● Video conferencing
● Virtual extensions
● Visual voicemail
● Voicemail
● Voicemail forwarding
● Visual IVR
● Voicemail greetings
● Voicemail to e-mail
● Voicemail to text
● VoIP caller ID
● VoIP control panels
● Virtual switchboard
● Day/night mode
WHAT ARE THE ADVANTAGES OF VOIP PHONE SYSTEMS?
VoIP phone systems are increasingly advocated these days, as the technology allows them to deliver better voice quality compared to the quality experienced with traditional landline phones or PSTN (Public Switched Telephone Network) systems. There are no interruptions or any other issues like lagging, voice breaking, etc., and you enjoy clear and more natural conversation. Some other benefits are reviewed below.
INCREDIBLE COST-SAVING
VoIP phone systems used with the help of digital handsets and VoIP phone handsets save a lot of money for your business. It has been found that switching to VoIP phone systems can help enterprises save up to 40% on their telecom and business communication expenses. This is a substantial amount, particularly for new business owners and start-ups, as they are often short of funds and facing substantial financial challenges. Calls can be made over the Internet, and a significant amount of money is saved on international and long-distance phone calls.
ADVANCED FEATURES
VoIP phone systems come with a wide range of features that can be incredibly useful for businesses of all sizes and industries. Some features were already present in traditional landline or PSTN systems, but VoIP introduced improved versions, such as virtual numbers, IVR, auto attendant, call routing, and forwarding, among others. They all provide an opportunity to track critical metrics and KPIs that can be used to enhance business productivity and employees' focus.
INCREDIBLE FLEXIBILITY
VoIP phone systems are more flexible compared to PSTN or traditional phone systems. As mentioned above, the only requirement is a VoIP phone handset with a stable Internet connection to handle both incoming and outbound calls, regardless of physical location. With Internet-enabled digital handsets, individuals can also make video conferencing calls to remote employees and stay connected while transferring data in the form of files, audio and videos.
AMAZING SCALABILITY
Unlike traditional phone systems, VoIP technology is highly scalable, and it is very easy for business owners to add new lines to their team's growth. These same lines can be removed as per the needs, and this means adapting to the ever-changing business requirements will be very easy for the business owner. Similarly, adding new features can be done flawlessly without causing any significant disruption to the network or any complex modification needed in the VoIP phone systems infrastructure. Moreover, it can be integrated into different business systems and applications to help businesses monitor the performance of the entire organisation. CRM or Customer Relationship Management software, help desk, ticketing systems, team collaboration tools, and web conferencing tools can be integrated very easily with the VoIP phone system, and you will experience improved efficiency and performance of your entire staff.
To avail of all these features and services, it is essential to get hold of a reputed VoIP service provider. This can be achieved by considering key factors, such as the features required or the technical specifications necessary for your organisation. Most importantly, you should understand all the features offered by the company and whether the features needed by your organisation are available or not. Don't forget to evaluate their customer service and support, and it must be instantly available, responsive and reliable.
Some key points to focus on when researching VoIP providers are:
● How many support channels are available?
● Is customer support available 24/7?
● What is the average response time?
● Are there premium support options?
● Is there an additional cost for premium customer support?
● How does the provider handle requests during holidays or weekends?