If you run a business, VoIP is your friend. As its name suggests, Voice over Internet Protocol (VoIP) refers to the wide range of technologies that use the internet to make and receive phone calls.
With VoIP, you get a powerful business tool that costs just a fraction of what it takes to install and maintain a traditional call center. It’s also fully packed with useful features such as auto attendants, IVR, voicemail, and conference calls.
Not all VoIP service providers offer the same features. It’s essential to choose the calling features in your virtual phone system that your team actually needs today and tomorrow.
1) Advanced Call Management
Advanced call management helps you prioritize, hold, route, or block incoming calls. This feature supports your front desk operations and reduces customer frustration. It also improves VoIP call quality and impact.
2) Call Routing
With advanced call routing, your company systematizes how they direct incoming phone calls. You can route an inbound call by customer type, purpose, issue ownership, agent performance, and staff availability.
You’ll never connect a customer call to the wrong agent ever again.
3) Anonymous Call Rejection
Not all calls are worth taking. You don’t want crank calls to keep your team from helping real customers with real needs. This feature prevents calls from anonymous or blocked caller IDs from reaching your business.
4) Auto Attendant
It takes a lot to remain warm, upbeat, and effective at handling calls all day. That’s why your customer-facing staff needs all the help they can get.
An auto-attendant helps answer, escalate, and route all incoming calls with courtesy. You don’t need a human switchboard operator. It’s a win-win. A virtual receptionist helps you:
- Save on hiring costs
- Keep agents sharp
- Make customers happy
5) Business Text Messaging
Some customers prefer texting over making a call. VoIP has them covered. Most VoIP solutions provide business SMS texting capabilities.
A few even offer unlimited messaging service. Send notifications to customers or update your field teams. SMS texting is an indispensable tool to add to your business communication system.
6) Call Analytics
The right customer insight can help transform your business. But first, you need to collect and analyze heaps of real-world data.
VoIP runs on many different devices, including desk phones and softphones. That means they can record and process all sorts of call data. These include call session metrics, behavioral trends, individual agent performance, and others.
7) Call Forwarding
Never let an important call remain unanswered. Address customer concerns regardless of where your teams are.
Route calls received by office phones to mobile phones or other designated devices. This business phone feature gives you the flexibility to receive calls anywhere and keep in touch with customers.
8) Call Notify
Be prompt to act on important calls. This feature sends an email notification to designated employees as soon as a specific call gets in.
Define a set of call criteria to optimize the call-notify feature. For example, use it to alert the relevant account manager for a high-value customer.
9) Call Parking
Call parking allows anyone in your team to enable call waiting until the right person can take the call
You can continue a conversation uninterrupted even if you switch phone lines. Enable a hyper-busy team to receive or make priority calls before addressing a “parked” call.
10) Call Presence
Many things can annoy customers. One is having to call a business phone number only to be transferred to a busy line. This won’t happen if your phone service has a VoIP call presence feature.
Call presence gives you visibility over the phone status of everyone in your organization. With just a glance, you’ll know who is busy handling calls or is free to take the next urgent phone call.