From customer support to sales, and hybrid work to IT support, Voice over Internet Protocol technology has replaced traditional phones.
In analog phone networks, deploying new services or optimizing processes can be time-consuming, resource-intensive, and expensive.
With the increase in hybrid and remote working, VoIP systems continued to grow in popularity. Various options are now available that are suitable for a wide range of applications and businesses. A VoIP system for small businesses can be a valuable investment if your existing telephony system is outdated or you are looking for a new way to collaborate throughout your organization.
What Is VoIP For Small Businesses?
Using VoIP, users can make and receive voice calls over the internet.
With VoIP, you can have conversations anywhere you have an internet connection by converting sound into digital packets of information that can be transmitted over the internet.
Increasingly, people are using systems such as Microsoft Teams, which allows voice and video calls over the internet – Teams is one of many applications that can be classified as VoIP.
As a result, VoIP has become a widely used technology in recent years, particularly for small and medium-sized companies in the UK. To reap the benefits of VoIP, many businesses have replaced traditional telecom systems such as PBXs and leased lines.
Best VoIP Features For Small Businesses
Here we describe the best VoIP features you can use to streamline your small business communication system.
Purchasing a VoIP service should include integration with customer relationship management software. Your most valuable resource is your customers. With CRM, your teams can easily reach them and access customer data.
Additionally, CRM can integrate with customer support and other departments, giving your operators a full understanding of who a client is and their history.
The Find me/follow me call routing feature allows you to set up a list of numbers where your workers can be reached before the call gets pushed to voicemail. If an office phone rings twice, it could be directed to the worker’s smartphone on the third ring. When the call list has been exhausted, the caller is sent to voicemail.
You can also pull calls from your business landline to your cell phone or any other phone without losing the caller, writing down numbers, or hanging up.
A VoIP system’s main advantages are automation, smart analytics, and innovation. By combining new digital tools, companies can improve their processes and productivity. With VoIP, call centers become human intervention-free environments by automatically routing calls based on time, location, and availability, reducing costs and resources while maximizing performance.
Automatic Voice Transcription
You can import transcribed texts into your CRM and search them quickly.
With VoIP, your employees can conduct video and audio conferences, jump into calls, collaborate, and share their screens during calls.
No matter where their workers are, VoIP providers must incorporate remote and flexible work technology tools to meet the demands of a hybrid work environment. It will be possible for managers to monitor projects, workloads, and workspaces and have complete insight into their teams and talent.
In addition to offering different languages to callers, you can set departments to pick up calls based on the time of day and customize greetings.
Callers can use the auto attendant function to report a problem, make a payment, and more without speaking to a real person.
You will not only lose money but also negatively impact your brand perception if your company has a poor customer or business partner experience. Users rank leaving someone on the line for a long period, transferring calls, having callers repeat themselves, or not providing solutions among the worst experiences they have had with companies.
To avoid these problems, VoIP providers can integrate modern AI-powered queuing systems. You can manage resources better on the phone while keeping your customers happy by facilitating faster transfers, skill-based routing, callback requests, and smart call screening, among other tools.
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A manager or leader can track the effectiveness of the system and teams in different departments by integrating advanced call analytics. With this feature, you can better understand your business and how to meet your target and goals by knowing who is calling, when, and how long the call lasts. You can also track results and caller satisfaction.
It is easier to train existing workers to perform new tasks and transfer them to new departments with VoIP features designed for this purpose. Managers can listen to calls and advise workers during them with call monitoring. If necessary, they can jump into the conversation.
With all vendors, your company can scale instantly with flexibility. You can open new offices or expand customer support, sales, or marketing efforts in a matter of clicks. Since everything runs in the cloud, you don’t have to worry about losing data.
Using traditional phone services is no longer necessary since VoIP offers very low-cost solutions with impressive capabilities. Managing your networks and getting full visibility on your lines has never been easier. You can easily migrate to VoIP using artificial intelligence, machine learning, cloud, and edge technology and leverage all the tools your company needs to succeed.