Capabilities of VoIP technology
Voice over Internet Protocol (VoIP) technology is becoming popular in businesses of all sizes as leaders look to enhance communication. VoIP uses an internet connection to make phone calls rather than traditional land lines and offers a number of advanced features attractive to business owners.
Unlike traditional telephony, business VoIP systems allow for the integration of mobile devices, customer service strategies and other communications benefits. This is leading many IT decision-makers to leave traditional phone systems behind and replace them with VoIP options.
Remote capabilities and mobile applications
Unlike a traditional land line that plugs into a phone jack in the wall, VoIP services can be accessed anywhere from any VoIP-enabled desk or mobile phone or computer. This is helpful to businesses that have many traveling employees or branches across the country or abroad. VoIP can keep remote workers connected to clients and co-workers even when they are far away.
Mobile VoIP is a clear benefit to those who are often on the road. A number of different VoIP mobile applications are currently on the market, offering solutions to customer service representatives, sales teams and other executives.
ResourceNation reported that some of these applications offer free texting for users, while others provide messaging and high-quality video. Some also feature social hubs that connect users to others in their professional or personal communities.
VoIP provides customer service opportunities
Phone systems are particularly important to businesses with contact centers and developed customer service teams. According to PC Advisor, the recent implementation of a VoIP system in the Hobsons Bay City Council in Australia is already yielding positive results.
"We have a lot more access to information than we previously had," said Suzanne Paterson, customer service manager. "[We have] a better understanding of how a telephony system can inform business decisions across the organization. For instance, we've looked at what time calls come into the organization and adjusted staffing appropriately."
The city council replaced a traditional phone system that was so outdated that employees were using their own mobile devices to make professional calls, reported the news source.
Implementing a VoIP system that integrates unified communications (UC) and customer relationship management (CRM) software can enhance relationships with customers. With more information and more channels of communications, agents and representatives can better assess what customers need.
One of the biggest benefits of deploying a VoIP phone system is cost savings, but a premium solution that is reliable and effective should be prioritized over funds. According to IT Web, it remains to be seen if VoIP will remain as monetarily competitive as it is today. Currently, VoIP solutions are one of the most inexpensive and reliable solutions on the market. The ability to integrate UC systems and mobile devices with VoIP position above traditional telephone systems.
IT decision-makers looking to upgrade their business phone systems should consider using VoIP, especially if they are looking for a premium solution that offers remote capabilities and enhances customer service. Those who have communication and customer service goals can benefit from VoIP.