VoIP system, also known as Voice over Internet Protocol, stands out as a user-friendly, cost-effective, and efficient network-based phone facility. This revolutionary solution is both more adaptable and budget-friendly compared to traditional landline systems. As per the Federal Communications Commission, the VoIP system routes calls over a business’s internet connection, whether WiFi or wired, instead of traditional phone lines. Particularly beneficial for small businesses, it is known that over one-third of organizations, primarily with less than fifty employees, are now utilizing VoIP phone systems. In the following sections, we’ll delve into key features that make VoIP a compelling choice.

Feature 1: Auto-Attendant

One of the most important features, auto-attendant like the name suggests is a computerized answering service designed to minimize reliance on manual staff. With computerized voice menus, it aids customers in navigating to the correct departments or extension numbers independently. This tool enables businesses to offer exceptional customer support by instantly responding to incoming calls, eliminating the need for a front desk. The advantages include enhanced workflow, intelligent call routing, scalability, heightened trust, improved customer services, and the ability to customize responses for each call.

Feature 2: VoIP based Remote Business Management

In the era of the Covid-19 pandemic and the imposed social distancing regulations, remote management of businesses has turned out to be the standard practice. Businesses often grapple with the challenge of centralizing efforts and overseeing both external as well as internal communications from a unified platform. Additionally, traditional non-VoIP solutions tend to incur higher costs compared to the more economical VoIP phone systems.

VoIP services, such as RingCentral, present a practical and cost-effective solution for seamless communication through video conferencing, telephone, email and cloud. Vital for managing remote businesses, VoIP facilitates affordable long-distance calls, often at no cost through services such as Skype. Leveraging VoIP phones like Ooma DP1-T, Polycom VVX 601 and Cisco 7841 which operate on data packages, ensures high-quality communication. This enables employee satisfaction while telecommuting, promoting flexibility with the option to visit the workplace when needed. In the contemporary work landscape, organizations are increasingly offering remote work options, both part-time and full-time, to their staff.

Feature 3: Video Conference

In numerous scenarios, businesses require their teams to interact with clients, customers, partners, and stakeholders situated in different locations. The video call conference stands out as a robust feature facilitating real-time connections among employees or team members. This feature, available on platforms like Zoom, allows for video meetings, instant messaging collaboration, and screen sharing. A video call conference is a crucial VoIP phone feature that eradicates geographical constraints, enhances accessibility, reduces travel costs, boosts productivity and attendance, and offers a dependable platform for online meetings and interviews.

Feature 4: VoIP Caller ID

VoIP Caller Identification (VoIP Caller ID) functions as a caller ID application designed for VoIP phones, such as those used in Vonage. Similar to traditional telephone line caller IDs, this feature provides caller information. However, VoIP Caller ID offers enhanced flexibility and additional features.

Utilizing advanced call routing, VoIP Caller ID not only displays the caller’s identification but also provides insights into the purpose of the call. For instance, when receiving a call, you may see a message like “Buying home furniture: confirm your order,” offering more context about the incoming call.

Feature 5: Different call management facilities

VoIP empowers you to efficiently manage incoming calls by routing, holding, prioritizing, and even blocking them. These unified call management attributes are designed to minimize customer wait times. Introduce call queues services to enhance customer experience, eliminating the frustration of being placed on hold. With call queues in place, customers receive a callback when it’s their chance in the queue, ensuring a smoother and more customer-friendly interaction.

• The superior call routing feature in a VoIP system efficiently directs all inward calls. You have the flexibility to categorize the calls depending on specific criteria such as agent performance, customer departments, and more. This customization ensures that calls are routed to the appropriate destination, optimizing workflow and enhancing overall call management.
• The call parking feature permits you to temporarily hold a call whenever the intended recipient is unavailable. This characteristic permits other team members to pick the parked call from whichever available phone within the office.
• To address the issue of pesky anonymous calls, the unknown call disconnecting feature is invaluable. It allows your customer service team to efficiently disconnect unnecessary or spam calls, saving valuable time and ensuring a more focused approach to customer interactions.
• The Conference Bridge is a valuable call management attribute that allows you to include multiple employees in a single call simultaneously. This collaborative approach facilitates efficient communication and teamwork, saving both time and effort for everyone involved.

Feature 6: Call encryption and security

Ensuring the security of a VoIP phone-system is a paramount concern for IT front-runners in the industry today. The affordability of free or low-cost VoIP phone systems can make them susceptible to cyber threats. Key risks associated with VoIP security encompass potential Denial of Service (DoS) attacks, call interception and caller ID spoofing. Addressing these concerns is crucial to safeguarding the integrity and reliability of VoIP communication systems.

Established VoIP phone systems prioritize security by implementing encrypted calls, thwarting any attempts at interception by malicious actors. Here are key safety features that distinguish VoIP phone systems from traditional counterparts:

• Good voicemail features + email options
• Call encryption to avoid spying
• Call-plan usage Monitoring
• Stringent use of toll-free phone calls

Leading VoIP phone service providers prioritize performance and security by incorporating Session Border Controllers (SBCs). These act as robust firewalls, ensuring reasonable call routing and optimal performance. To enhance security, top VoIP phone systems regularly receive updates and patches, safeguarding against cyber threats. Calls are encrypted using Transport Layer Security (TLS) and Secure Real-time Transport Protocol (SRTP), establishing a secure communication environment. Additionally, VoIP protocols contribute to the overall security of each call. When selecting a VoIP phone system, ensure compliance with supervisory standards such as ISO/IEC 20071, HIPAA, SOC 2 and PCI for comprehensive security measures.

Feature 7: Conference Bridge

Call and a Conference Bridge. In a Conference Call, the host physically dials and adds participants, while a Conference Bridge allows members to dial right into the group-call, thus evading the host.

Especially valuable for distant teams, the Conference Bridge facilitates collaborative work. It accommodates dozens/ hundreds of users, enabling audio conferences via smartphones. Participants utilize a common line to associate several incoming calls in a virtual assembly room, structured via a fundamental phone number.

While some VoIP systems offer built-in Conference Bridge features, they may have limitations, such as a restricted number of participants. Key benefits include:

• Saves time
• Saves your budget
• Simple to use and manageable
• No need of a webcam for audio chat
• Secured connectivity with many people

Feature 8: VoIP Integration

Incorporating VoIP integration into your phone system facilitates seamless connectivity with third-party business tools, with common integration points being helpdesk software and Customer Relationship Management (CRM) platforms. This synchronization automates data exchange between the CRM and VoIP systems, saving customer and call details effortlessly. Information like customer names, phone numbers, complaints, and requests is recorded automatically. Explore the list below for additional advantages that result from integrating CRM and VoIP phone systems.

• Simplify your sale process
• Less operating cost
• Calls directly from CRM
• Simplify post call actions
• Improve customer services
• Record call details
• Control SMS and automation

Before selecting the ideal VoIP phone system, confirm the presence of a built-in CRM or the ability to integrate CRM in future.

Feature 9: SMS messaging

While seemingly straightforward, the VoIP messaging feature holds significant business value. Many customers opt for text communication due to its simplicity, speed, and cost-effectiveness, allowing for swift analysis of results. According to a survey by Twilio, 8 individuals from a total of 10 clients, preferred engaging with businesses through SMS instead of phone calls or emails.

The VoIP SMS service operates through a text-enabled virtual telephone number allotted to the user, not the device. While some VoIP telephones include this characteristic free of charge, certain providers may levy monthly expenses for SMS messaging.

Bottom line

A VoIP phone, whether hardware or software-based, utilizes VoIP technology for sending and receiving calls over an IP network. Hardware-based phones resemble traditional hard-wired telephones, while software-based VoIP phones are virtual clients installed on mobile devices. These systems rely on VoIP protocols for voice communication and security. Essential features include auto attendant, video call conferencing, remote business management, call management services, VoIP caller ID, security with call encryption, integration capabilities, Conference Bridge, and SMS text messaging for comprehensive functionality.