Businesses with business VoIP systems use advanced software and servers to encapsulate audio signals into data packets that can be sent across internal ethernet or Wi-Fi networks. This enables remote employees to communicate with other teams.
Call Quality
A VoIP provider that offers crisp voice quality is essential for customer service. Look for a VoIP system that allows you to monitor call quality through metrics like network jitter, packet loss, and voice acoustics. The system should also provide a way to review and analyze call recordings asynchronously or in real-time quickly.
Look for a VoIP solution with built-in contact center software for sales and customer support teams. These tools enable teams to track client data, follow leads, schedule calls and meetings, and ensure the best customer experience. Ask prospective providers to outline their implementation and training processes for new team members during your selection process. This will help you understand how much support you can expect from your VoIP partner.
Call Routing
Call routing is the process of sending incoming calls to the right department or person. It’s a great way to ensure that you never miss a call and that people who reach out are promptly connected with someone who can help.
Whether you want your calls routed to landlines, smartphones, laptops, or computers, it’s easy to set this up with most business VoIP systems. You can also upload custom greetings and create a fallback option for unanswered calls—perhaps to an IVR with prerecorded answers or straight into voicemail.
In addition to ensuring that a qualified agent is available to take customer service calls, call routing can also improve the experience for both the agent and the caller. Using skills-based routing, for example, lets you match the caller with an agent best equipped to answer their questions and resolve problems. This helps reduce the frustration many customers experience when they need help getting the help they need.
Caller ID
Business VoIP systems often include advanced caller ID features that don’t typically come standard with consumer-oriented solutions. This makes it easier to identify who’s calling on your company number, and some even pipe in information from your CRM system to help you understand more about the caller before picking up.
Identifying a VoIP caller is important, especially because of the prevalence of VoIP spoofing. This trick allows scammers to replicate a legitimate business phone number and make it appear that the call comes from a local area code, leading to increased fraudulent activity for sales, telemarketing, and robocalls. To avoid this, find a business VoIP service that provides basic caller ID capabilities and more advanced tools like transcribed voicemails, screen sharing, video meetings, and integration with critical business software like CRM. You should also look for a provider that offers client testimonials and other customer experience metrics.
Call Recording
A business VoIP solution includes features that go beyond traditional voice calls. These can include digital faxing, eliminating the need for an office fax machine. It can also allow employees to forward important voicemails to others with just a screen tap. Some solutions even integrate with critical business communication software like CRM, allowing managers to access key call data instantly.
Other essential elements of business VoIP are an IP private branch exchange (PBX) to manage user telephone numbers, devices, features, and clients; gateways that connect networks; and session border controllers to provide security, call policy management, and network connections. In addition, a business VoIP system can have a quality of service to prioritize voice traffic over non-latency-sensitive applications.
