Many companies are making the transition to Voice over Internet Protocol (VoIP) phone systems. There are many features and benefits that companies can gain by making the transition to VoIP. One of the main benefits of VoIP is the reduced costs of add’s, move’s and change’s. The average cost of add’s, move’s, or change’s with digital/analog phone systems can vary but are generally more expensive than with a VoIP phone system. Some of the advantages of using a VoIP system include: remote phone access, easy integration with call recording software, instant messaging, voicemail, call center software, ability to easily tie together multiple sites over a WAN, toll bypass, and extension mobility.
With an analog phone system it is not generally possible for someone to take the phone off their desk, bring it home and have that phone work like they were sitting at their desk. With VoIP this is made possible with a few configuration changes on the firewall and the phone system. After the configuration changes are made, the phone will create a VPN tunnel to the phone system through the firewall and will work like it’s in the office from basically anywhere with an internet connection. Another way this is possible with a VoIP system is with the use of a soft phone and VPN from the user’s computer. (A softphone is a piece of software that is installed on a PC that has most of the functions of an IP phone.) Since most users already have VPN on their computers for offsite access, it is easy to install a softphone and connect that back to the office.
Most VoIP phone systems have the ability to integrate very easily with call recording software, instant messaging, voicemail, and call center software. With call recording software, you could have a server that was dedicated to recording phone calls for a call center for auditing purposes. Instant messaging software can also be tied into a VoIP phone system so that users can see if someone is on the phone, make a phone call from their desktop, or click a number on their computer and have their desk phone call the number. In addition, voicemail comes with many VoIP phone systems and can be integrated directly into email for a single place to manage all messages. Call center software can be used to provide call queuing for customer service needs.
Toll bypass or tail end hop off (TEHO) is easy to implement with a VoIP phone system. An example would be if you have an office in California and one in Delaware, you could configure the VoIP system so you have 4 digit dialing between the offices. Then if you were to dial the Delaware office from the California office, it would be considered local, allowing you to avoid long distance charges.
Extension mobility allows a user to log out of their phone and log into any other phone connected to the VoIP phone system. This allows a user to go between locations or offices and maintain their extension and preferences. This is very useful if you have people that use the same desk on different shifts or if you have personnel that travel between offices.
There are many features and functionality that can be leveraged from current VoIP systems to give your business the ability to communicate better internally as well as providing a better experience for your customers. If you have any questions in how a VoIP solution could better help your business please don’t hesitate to contact us by clicking on the contact us button below.