8 Features to look for when evaluating VoIP solutions

In the age of instant gratification and short attention spans, businesses face greater pressure to be consistently available to answer the demands of their customers. While the landline has been doing that job for decades, things are changing fast as businesses move to internet-based telephony solutions.

#1. Automated call rerouting

One of the most important business benefits of Voice over Internet Protocol (VoIP) is that it allows your workforce to become more mobile. As a software-based solution that doesn’t depend on a physical deskphone, your VoIP solution can automatically reroute calls to a list of predefined numbers or devices before it gets pushed to voicemail. For example, the call might go to the deskphone first before being rerouted to an employee’s home or mobile number.

#2. Integrated staff training

Instead of giving employees training advice after they’ve finished a call, VoIP lets supervisors get involved in the call while it’s happening. Aside from standard call monitoring and recording features, enterprise-grade VoIP solutions often include in-line coaching tools like the ability to “whisper” to an employee without the caller hearing or “barge” into a conversation when necessary.

#3. Voicemail transcription

Most of us can read a lot faster than we can listen to a recording. With a comprehensive VoIP solution, there’s no need to write down key information like names and numbers. Instead, integrated voicemail transcription can convert voicemail (as well as entire phone calls) into text and send them via email. This also makes the content searchable, which is very useful when trying to resolve disputes.

#4. Music on hold

Granted, no one likes listening to music while being put on hold, especially if it means terrible elevator music. Unfortunately, there will be times when you have to put callers on hold, so it’s your job to ensure the process is as painless as possible. Music on hold can also be reassuring for callers, since extended periods of silence might lead them to think you’ve hung up on them, which is hardly good for your reputation.

#5. Call screening

An oft-forgotten feature of business VoIP systems, call screening helps you manually redirect or refuse calls. Given how many malicious phone calls many businesses receive, this is very important for protecting against so-called vishing (or voice phishing) scams. Call screening lets you instantly look up the caller ID and decide what to do with each incoming call. If, for example, a family member is calling, you can redirect the call to your personal device, or if it’s a known spammer, you can simply disconnect and block them.

#6. Automated attendant

Automated attendants are the holy grail of the modern call center. Effectively replacing the job of a secretary in many situations, auto attendants are designed to ensure callers get to speak to the right person or department as quickly as possible. Newer solutions are entirely voice-activated, so they more accurately mimic the same thing. What’s more, you can create and customize your caller menus as much as you need to.

#7. Video conferencing

VoIP solutions aren’t just useful for keeping you in touch with your customers. They’re also great for enabling more efficient internal communications, particularly in the case of companies with multiple departments or those which work with contractors and vendors around the world. Video conferencing capabilities are standard with most enterprise-grade VoIP solutions, and have made virtual meetings possible as well as reduced the need for people to commute.

#8. Unified communications

VoIP is far more than just a modern substitute for the landline. It often comes as part of a wider communications infrastructure that brings mobile, email, phone, and SMS together under a unified and centrally managed infrastructure. This setup lets employees communicate using their preferred devices and mediums while integrating with your other technology systems, such as customer relationship management (CRM) for seamless interoperability.

Solution Partner provides proactive and dependable technology support and solutions to companies in and around Phoenix, Arizona. Call us today to schedule your free consultation.