What is VoIP Technology – Top Features, Benefits & More
VoIP is a beneficial resource that should be made accessible to company owners. Voice over Internet Protocol, most often referred to as “Voice over IP,” is an umbrella term for a range of technologies that allow users to conduct and receive phone calls via the internet. Voice over IP may alternatively be abbreviated as “VoIP.”
Voice over Internet Protocol (VoIP) gives you access to a potent business tool at a fraction of the cost of establishing and maintaining a typical contact center. VoIP enabled phone calls to be made and received over the internet. Voicemail, conference calling, interactive voice response systems, and auto attendants are just a few of the numerous useful options offered by this business.
Numerous VoIP service providers provide a variety of capabilities that may be recognized by one another. Configuring your virtual phone system with the calling features your business will truly need both now and in the future is essential. These functionalities should be accessible from any location in the globe.
Top Features Of VoIP
Advanced Call Management
With sophisticated call management software, you may prioritize incoming calls, put them on hold, redirect them, or even stop them. Using this feature will improve the efficiency of front desk operations. Thus, you should implement it. In recent years, the effect of VoIP calls and the quality of these chats have increased.
Using sophisticated call routing, your organization may be able to organize how it routes incoming phone calls so that they are directed to the appropriate employees or departments. It is possible that an incoming call will be routed to a different staff person depending on the client type, call objective, issue owner, the agent’s success, the number of available staff members, and the number of simultaneous incoming calls.
Anonymous Call Rejection
Certain phone calls are just not worth the time to answer. Your team should not allow hoax calls to impede them from providing actual customers with legitimate requests. If this option is on, your business will be unable to accept calls from caller IDs that are restricted to certain numbers or are anonymous.
Spending all of your workdays on the phone requires substantial effort to stay helpful, cheerful, and productive. Your customer service personnel need as much assistance as they can get their hands on.
With the assistance of an auto-attendant, all incoming calls may be answered courteously, escalated, and sent to the relevant department. There is no need for a live person to operate the switchboard. A circumstance in which all parties involved come out ahead.
Business Text Messaging
Customers prefer to send a text message rather than speak on the phone. The usage of VoIP makes their management feasible. Most VoIP systems provide the capacity to send and receive text messages for business reasons.
Some even supply users with an unlimited number of SMS messages. Notify customers and offer information to field-operating personnel. SMS message sending and receiving must be integral to your organisation’s communication infrastructure.
If your company had access to the pertinent consumer intelligence and was aided by it, it may advance. Having said that, the first stage is to collect and analyse a massive amount of data collected from the real world.
Desk phones and softphones, often known as software telephones, are only two of the various devices capable of enabling voice-over-internet protocol (VoIP). This would indicate that they can record calls and manage the relevant data. This category includes a broad number of unique criteria, including, among others, individual agent performance, behavioural patterns, and call session data.
Never let a vital call go to voicemail. It is essential to swiftly resolve any client concerns, regardless of the location of your employees.
Calls received at work may be forwarded to selected mobile phones or other devices. This capability allows you to take calls regardless of location and maintain continual contact with your customers. This makes your job more productive.
Attend any time-sensitive phone calls that may be received promptly. This function will send an instant email to the inboxes of specific staff employees to notify them of an impending call.
To improve the operation of the feature that alerts you of incoming calls, create a list of the call criteria. For instance, you might inform the relevant account manager about a high-value customer on your books.
Call parking may be triggered by any member of your team who is waiting for the proper person to accept the call during the call transfer pause.
Even if you switch phone lines during a conversation, it is possible for the conversation to continue uninterrupted. A busy team should be allowed to accept or make priority calls before responding to a “parked” call.
There are several causes for client dissatisfaction. When a consumer dials the stated number for a business, they are often connected to a busy line. If the supplier of your VoIP phone lacks the capacity to detect call presence, then this will not occur.
Thanks to a function known as call presence, you are able to see the current phone status of any employee in your organisation. You can check who is now on the phone and who is available to take the next essential call with a fast glance at the list.
“Call pulling” refers to effortlessly transferring a phone call from one device to another over a network. You are permitted to move between devices while preserving ongoing conversations.
For instance, you may transfer a call that is now being held on a desk phone to your smartphone without the other party being aware that the conversation has been shifted.
This capacity is vital for businesses that get a high volume of phone calls. It may be used to do automatic call distribution in response to incoming phone calls. You will be better able to handle these calls if your people, teams, and departments are organised into strategic levels. Because your front-facing personnel are able to handle more calls due to call queuing, customers spend less time on hold.
Call Recording and Rating
Voice over Internet Protocol (VoIP) may make call recording simpler. Having total insight over calls would likely improve the quality of customer service and the company’s overall performance. All calls made to the following numbers by your firm should be recorded:
- Be specific about your lofty aspirations for yourself.
- Enhance the Employee Mentoring Program and Other Opportunities for Training.
- Increase the quantity of client commitment. Improve revenue generation
Utilizing call screening makes it much simpler to accept or reject an incoming call based on accurate information about the caller and the call’s conditions. Caller IDs are used to determine how calls should be handled by this function, including whether they should be rejected, accepted, escalated, or sent to voicemail.
Call screening reduces the number of unwanted calls, such as those from telemarketers and other cons, as well as other types of calls. Agents are able to use it on their mobile phones or other devices to prioritise incoming calls and accept only high-value calls. This feature is accessible to both Android and iOS users.
This is one of the most helpful elements of VoIP services, which include a lot of useful features. You can either send a speedy cold transfer or provide the requisite brief introductions for a warm transfer. In any case, you guarantee that the relationship between the caller and the recipient is as clear as possible.
A teleconference is considered to have a “conference bridge” if it can accommodate more than three participants, and this phrase is used to denote this capacity.
This feature enables the involvement of several participants in negotiations, stimulates collaboration, and streamlines the process of working together simultaneously. Utilise it in order to organise online conferences with a large number of participants located in several places throughout the globe.
1. What is VoIP and its features?
VoIP (Voice over Internet Protocol) is a subtype of IP technology that transforms analogue audio impulses into digital data for internet transmission.
2. Is WhatsApp a VoIP call?
The latest WhatsApp update allows VoIP and fixed-number calls. Because of this, business contacts no longer need our personal cell phone or a separate number for this service.
3. What is the difference between VPN and VoIP?
VoIP allows voice conversations via the internet. It digitizes analogue phone signals to do this. VPNs allow users to access an organization’s network securely.