20 Must-Have VoIP features for Business

by Jan 28, 2019BUSINESS PHONE SYSTEM0 comments

20 Must-Have VoIP Features for Business

In the last decade, Because of the internet, the VoIP features for business phone system have almost entirely replaced their analog counterparts. One would be hard-pressed to find a small or medium business still using old-school private branch exchange systems (PBX).

Most of VoIP’s advantages over its predecessor are pretty obvious. Lack of additional infrastructure means lower installation fees. Calls to China cost the same as local calls.  The use of a regular broadband Internet connection makes it easy to operate. Finally, call quality is comparable if not better than analog.

However, these advantages only matter if you’re comparing a phone with a phone. VoIP technology is much more than just a better telephone. It represents a revolution in business operations.

Here are 20 VoIP features for business that no modern office can do without:

1- Audio & video conferencing

For a boss, the ability to keep in touch with a team is a must. With new VoIP phone systems simplifying network access even for remote workers, it’s now easier than ever to collaborate virtually. Audio & Video conferences are simple to set up while giving the impression of being in the same room.  This works by merely calling a conference line.

2- Voicemail to Email

In the old days, unanswered calls would go to a physical voicemail recorder. An operator would then have to replace the tape when full manually. VoIP’s voicemail-to-email feature sends a digital recording directly to the relevant person’s inbox. This VoIP features for business exists for faxes.

As a bonus, voice can be transcripted into text for those too impatient to listen. Traveling entrepreneurs may find the ability to keep up with office work on the go extremely rewarding.

3- Operator panel

Those box-like telephone switchboards are a thing of the past. A VoIP enabled terminal can perform all these pieces of information automatically while keeping detailed records on each interaction. These can be review later.

The inclusion of a Dial-By-Name directory helps people search for and call employees of a company without knowing their extension number.

4- Interactive Voice Response (Auto-attendant)

The most important VoIP features for business – Auto Attendant. Larger offices have higher volumes of incoming calls. A menu helps guide customers to the right department or employee. An auto attendant with a robotic voice can ask the caller for their call. They can also read out the various departments and the appropriate number on the dial pad. This technology allows larger companies to manage incoming calls without bothering an operator effectively. This feature can also be useful for smaller companies by giving the impression of being much more prominent.

5- Call Queuing

VoIP applications can be set up for call queuing. When a company is overwhelmed by incoming calls, these can manage in a single waiting room. An operator can also set up announcements informing callers that some answers to their questions can be found online, or estimated wait times.

6- Music on Hold

Despite call queuing, No one likes being put on hold. Studies show that up to 60% of callers will hang up when waiting for more extended periods. Many of those hang up because of the lack of noise on the other side of the line make them believe that they were disconnected. Music can be an effective way to keep long-waiting customers occupied until their needs can be attended. VoIP systems offer a variety of music options. Selecting the right music is important, however. It should fit with the company’s brand without annoying customers.

7- Hunting group optimization

When customers finally do get through, they can be assigned to a ‘hunt group’. This is a customer support team configuration that uses VoIP technology always to provide an available attendant with an incoming call. This helps reduce the time customers spend on hold.

This function can be especially useful on days with high call rates, or limited available personnel.

8- Call screening

Call screening displays a caller’s ID before the call is answered, giving the user the option of accepting, declining or sending a call straight to voicemail. Users can also block unwanted calls from particular IDs. In some cases, VoIP systems can prompt a caller to identify themselves before proceeding. Screening also helps people better manage their time with text-to-speech replies.

Additionally, the “do not disturb” function can be turned on when doing work requiring severe concentration. The last thing anyone wants when working on a creative project is getting distracted by a phone call.

9- Speed Dial or Redial

A VoIP telephone system can be configured for speed dialing or redialing capabilities. Frequent callers can be tied to a preset dialing code, removing the need to look up their numbers, or performing more than a single action.

Some VoIP tools can accept voice commands to call a certain person.

10- Digital call recording

Call recording is one of the most sought-after VoIP features for business. The ability to digitally record phone calls and then store them for later use is particularly relevant for companies that deal a lot with customer service. These recordings can be used to monitor customer quality assurance or training. Managers can listen to recordings when convenient rather than listen in on live conversations.

11- Coaching Tools

Aside from reviewing recordings, managers can use VoIP as a more direct coaching tool. A manager can use the ‘barge’ option to offer tips to an employee during a phone call discretely. The Whisper function, on the other hand, helps a manager assess an employee’s performance in real time.

12- Call Forwarding

Flexibility is critical for business calling operations. The call forwarding preset allows workers the opportunity to remain mobile. Are you meeting with a client out of the office? Not a problem. Calls can automatically be forwarded to your mobile device from your desk phone. The caller will be none-the-wiser.

13- Time of Day Routing

Call forwarding VoIP features for business might be sufficient for those who infrequently leave the office. For some, additional functionality might be required. Time of Day Routing options is preset into the system to forward calls from a worker’s desk phone to the appropriate number based on where they’re expected to be at that time. This feature makes it so much easier to manage a schedule. Say you’re a small business owner, who leaves the office every day at 6 to spend quality time with the family. The routing system will automatically redirect calls to your home phone after 6.

14- Find-me, Follow-me

Standard call forwarding capability may not be as awe-inducing as it once was. That’s why VoIP took it to the next level. Digital Nomads or location-independent businesses are notoriously difficult to reach. The Find-me, Follow-me function can forward calls to a traveling entrepreneur anywhere in the world.

15- Click-to-call

One area where VoIP blows the competition is cross-platform connectivity. Customers reaching a company through their website can easily contact a live representative through a VoIP-enabled button.

16- Database Integration

VoIP is endlessly adaptable. A good VoIP softphone provider will usually offer all sorts of APIs, making database integration quick and straightforward. It’s now possible to access any source data while outside the network through these integration features.

17- Real-time call reports & analytics

Because VoIP is digital, all sort of data on phone conversations gets recorded and stored. A well-designed user interface lets a business owner clearly understand how the phone network is used to conduct business. This analytics help generates faster, more efficient business operations.

18- Cloud Connectivity

Cloud connectivity” might sound like just the latest tech buzzword, but it’s essential. As reliable broadband internet has become the norm, cloud-based VoIP business call systems have completely replaced physical PBX hardware. Migrating your business calling database to the cloud also makes local phone networks accessible on mobile devices.

19- Hands-free calling

A typical office worker usually has their hands full. A VoIP connected headset with high-quality sound and voice transmission capability can make all the difference. Headsets can either be connected to a desktop or use Bluetooth.

20- Microphone & Camera muting

Sometimes, it’s necessary to discuss a caller’s case without the caller overhearing. It’s possible to put that caller on hold, but with VoIP, it’s sufficient to mute a microphone. This same feature is beneficial during conference calls. No one likes to hear the constant sound of someone else breathing. Just mute when not talking.

Similarly, viewers can shut off their camera during a conference camera. Sometimes, it may not be wise to show one’s self when listening in.

These common VoIP features for business can significantly reduce the number of human resources, logistical operations, and human error when performing basic tasks. VoIP technology isn’t just a better office phone system; it’s a whole new office automation system.

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