Top 10 VoIP Features Every Business Should Know About

Our ways of working have changed drastically in the last couple of years. Teams are littered across cities or countries and customers expect fast communication and instant replies. In this day and age, traditional desk phones are just not cutting it anymore.

Companies don’t have time for dropped calls and lagging video meetings, not to mention clunky and outdated hardware accompanied with sky-high phone bills. So what is the alternative?

A lot of businesses are shifting over to Voice over Internet Protocol (VoIP). It may sound very complex and technical, but it just means that phone calls are made over the Internet. It’s a simpler, flexible and more convenient way of calling.

 

 

Why Are Businesses Switching To VoIP?

 

VoIP has become a household name for a number of reasons. With the PSTN switch-off quickly approaching in 2027 where all copper-based phone lines will be shut down, it was necessary to find a substitute. And VoIP is certainly worth the hype.

It’s much cheaper: Simply by using the Internet for calls, your phone bill can be significantly reduced. There’s no need for lines, hardware or international calling fees. For businesses with overseas clients, it’s a huge cost saving.

Call on the go: These days, employees aren’t tied to their desks. Fortunately with VoIP, you can make and receive calls on smartphones, laptops or any compatible device. You can always be reached, no matter where you are.

Supports growing teams: As your business expands to new locations or hires new employees, you can add new lines in a matter of minutes without paying for costly infrastructure.

Top 10 VoIP Features Every Business Should Know About

 

In addition to cost savings and flexibility, VoIP brings something else to the table that traditional telephony can’t match – its range of features. Most of the features will be available in your VoIP plan but depending on who your service provider is, you may pay a bit more for the advanced options.

These are designed to add an extra touch of professionalism to your calls and help communications run smoothly. Here are ten of them that every business should know about.

 

1. Auto Attendant

 

This feature acts as your virtual receptionist who is available 24/7, even when you’re out of the office. It begins with a welcoming message for your callers and gives them menu options to direct them to the right person.

Having this gives your business a great first impression especially with callers interacting with you for the first time. Moreover, it’s always available even during lunch breaks or after hours.

 

2. Voicemail-to-Email And Transcription

 

When a caller leaves a message, it gets sent to your inbox as an audio file instead of you needing to dial in to check them. The more advanced options will even transcribe it for you so you can read it without having to listen to it.

It’s the best way to stay on top of your calls and see which wants need to be prioritised. They can also be checked from any device for added convenience.

 

3. Call Forwarding And Routing

 

With call forwarding, you can automatically send calls to other devices or even another person in your team if you can’t take the call. 

You can also get advanced call routing where high-priority calls will be forwarded to managers or after-hour calls sent to an emergency line.

 

 

4. Call Recording

 

VoIP systems allow you to record the calls so you can keep them for quality checking or training purposes. Depending on your plan, you can manually select which calls you want to record or they will be done automatically.

It’s also handy to have in case there are any disputes on what was said and they can be reviewed for clarification.

 

5. Call Analytics And Reporting

 

With VoIP systems, you get access to an intuitive dashboard where you can monitor call volumes, wait times, missed calls and recordings.

This information can tell you where improvements could be made and where specific pain points exist.

 

6. Conference Calling

 

Most VoIP providers will offer video conferencing tools with additional built-in features like screen-sharing, chats and file sharing. This means that you don’t always need to use other platforms like Zoom since it already comes with your VoIP system.

This is a great option for teams who work remotely and need to regularly have meetings to check in.

 

7. Mobile And Desktop Apps

 

Typically, your VoIP plan will come with softphone apps. These let you make calls from any device whether it be a phone, tablet or computer, with your business number.

You would be able to make and receive calls anywhere as long you have Wi-Fi or mobile data.

 

8. Integrations With Other Tools

 

Modern VoIP systems are able to be easily integrated with other tools that you use. This includes Customer Relationship Management (CRM) software and collaboration apps like Slack or Microsoft Teams.

This ensures that all communication runs seamlessly between the platforms and every call is recorded and followed up on.

 

9. Extensions And Multi-Site Support

 

You can add new users, teams and even offices with VoIP without needing to call a technician. This is done through your online portal so your new hire can be up and running on the day they start.

Even if your business has multiple locations, it all works under one system with shared numbers and extensions.

 

10. Call Queues And On-Hold Messaging

 

If your lines are busy, you can set up call queues so callers are placed in line. While they wait, they’ll either hear music or a custom message of your choice like frequently asked questions or upcoming promotions.

This can help with keeping callers engaged instead of hanging up and ensures that call volume is evenly distributed between agents.