Break Down: VoIP Features

One of the greatest benefits of deploying a hosted PBX system is the ability to leverage advanced features that were historically only available to large enterprise clients. Thanks to advancements in VoIP technology, any organization from a 1-man operation to industry giants, can pick and choose from a variety of features that will create a professional and interactive experience for callers. If you’re new to the world of VoIP and don’t know which features will best suit the needs of your business, you’ve come to the right place. We’re breaking down the most common VoIP features:

Business & Operational Features

Before you begin your search for a business phone system, identify exactly what you hope the new system will help your business accomplish regarding branding, operations, efficiency, and user experience. Consider all of the below features:

Local Phone Numbers – If you wish to keep your existing phone number, ensure your VoIP provider is able to port it over to their service.

Multiple Phone Numbers – Necessary if you have multiple locations or DIDs that you don’t want to unify under a single number.

Toll-Free Phone Numbers – Provide your clients with a toll-free option so that they don’t have to pay long-distance fees. All of Business VoIP Quote’s partner providers include one toll-free number at no additional cost

Real-Time Analytics – Any calls generated through your phone system will harness data that you can analyze and leverage to improve customer service levels.

Administration Portal – VoIP client portals allow users to view their call data, set up answering rules, and change voicemails. Office managers are granted additional access to view the usage of the system and oversee their user’s productivity.

Professional Recording Services – Providers often offer professional voice recording services to use when creating on-hold messaging.

Unlimited Canada & US Long Distance – Even if the majority of your calls stem from within one country, you do not want to get caught by hefty long distance charges. Ensure this is stated clearly in your contract.

Competitive International Calling Rates – Crucial for organizations that conduct business internationally.

Call Control Features

Consider the types of call control functionality that will be or are currently being used most frequently at your organization. Some of the below advanced features enable companies to provide the highest level of service and the flexibility to be connected and conduct business from wherever staff are located.

Three-Way Calling – Connect with multiple colleagues, partners, or clients. This feature is particularly useful for remote workers or travelling employees.

Call Park/Call Retrieve – Lets you place a call on hold so another user can answer it.

Call Forward – Lets you redirect your call to another destination. A necessary feature for receptionists or any organization that houses multiple devices.

Simultaneous Ring – Similar to a home phone, this feature will ring all devices that are within the ring group simultaneously so that any available agent can answer.

Music or Custom Messaging On Hold – Valuable if you have any promotions or news you want to get across to clients.

Blind or Attended Call Transfers – A type of call transfer where before actually transferring to the destination, the call is put on hold and another call is initiated to confirm whether the end destination is available to take the call.

Call Conferencing – Hold virtual meetings with colleagues and clients across the globe.

Paging – Broadcast messages across your entire organization.

Find Me/Follow Me – The Find Me feature allows the user to receive calls at any location whereas the Follow Me feature allows the user to be reached at any of several phone numbers. Whether you’re travelling for work, working remotely, or on-site with a client, you’ll remain reachable.

Call Recording – This is typically an add-on service. Call recording is especially useful for financial service organizations, law professionals, insurance brokers, or other professional services that can leverage recordings for risk management, dispute resolution or even simply professional development.

Advanced Caller ID – Get advanced screening for incoming calls and control your caller ID for outbound calls.

Voicemail to Email & Voicemail Transcriptions – No need to spend hours listening to every voicemail just to clear your messages. This feature immediately transcribes your voicemail messages and sends the text to your email.

Do Not Disturb – Working within a tight deadline and don’t have time to take calls? Do Not Disturb automatically sends incoming calls to your voicemail.

Advanced Auto Attendant & Digital Reception – Provides a voice menu system that allows callers to be transferred to an extension without first going through a receptionist.

Call Queues & Ring Groups – A Call Queue is a group of users that receive incoming calls to be answered by the next available agent. A Ring Group is a group of agents with an extension that rings within the call queue.