VoIP is the way in which voice travels over the internet instead of via traditional telephone lines by means of packets. Some examples of popular VoIP calling solutions are Skype calls, WhatsApp calls and so on. These are typically used for personal calls. If you have ever been on one of these calls, I am sure you would know all about call cutting and intermittent quality especially when travelling and trying to have an end to end call with a loved one. Now we can overlook this type of quality when we are using a VoIP call solution, that is essentially a free call and used for personal calls. It would be unreasonable to expect guaranteed voice quality with a best effort service, especially given that VoIP calls are reliant on internet connectivity – which we all know is very erratic.
So suffice to say, when we refer to Business VoIP this is a solution designed to fit a specific need for customers where the quality of the call is of utmost importance. Telephone calls are one of your companies key links to your customers, and anyone looking to get in touch with your business. You would not want to lose a prospective customer before you have even had the opportunity to speak with them, it is for this reason that companies need to choose a business VoIP solution which will suit both their pocket and level of quality required. Having a fixed office number is one way to ensure your company has a presence. One of the benefits of a business VoIP solution is that you can typically retain your number regardless of where you are located geographically. This means if you move offices or expand and open new branches you do not need to apply for new numbers. You can keep your number for life, so to speak. Remember that some numbers are held by an operator and may not be transferable so be sure to get this information when choosing your number. There are also many options to port existing numbers from a fixed line provider to a VoIP services provider.
With a business VoIP solution, the connectivity chosen is as important as the VoIP solution. For example if you are a 24 hour call centre for response services, your business VoIP solution would be deemed “business critical”. Generally speaking those companies involved in the service industry and are dependent on telephonic calls to service their clientele, then investigating superior business VoIP solutions would be a requirement. Conversely for non service specific industries a dropped or missed call would not hinder the ability of this company to continue operating. The solutions available will be based on your overall requirement for redundancy. The tighter the service level agreement (SLA) the higher the cost is likely to be.
Due to the multitude of companies requiring telephony services means there are just as many features available to service these companies. Some of these features include;
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Voicemail. There will be times where employees cannot answer the phone. Voicemail is critical for allowing customers and suppliers to leave messages.
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Call recording: This is critical for industries that are heavily regulated. It can also be used as a strategic tool to improve your customer journey and train sales reps on their sticking points.
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Auto-attendant: This feature “welcomes” callers with an automated message, and routes them depending on who they are calling. For example, “press one to speak with sales.”
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Do not disturb (DND): Allows users to block other incoming calls when they are already on a call. For example when the user is on a break or out for meetings.
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Conferencing: Ability to connect multiple callers. Often video conferencing solutions can be included with this feature.
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Telephone management solutions (TMS): Reports available on calls made. Useful for budgeting and planning.
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Call centre solutions: Software available for connecting CRM data to call centre users for predictive dialling and live reporting dashboards.
For established organisations, making the shift to a business VoIP solution can seem costly, when moving away from a fixed -line and on-premise solution. However the long term gains go beyond savings.