As more and more businesses recognize the advantages of VoIP, the number of providers keeps growing. There are so many to choose from that it can be a daunting prospect to select the right one, so let’s take a look at some of the things you need to consider when choosing a VoIP solution provider:
It goes without saying that your provider should ensure an easy setup and high-quality calls, along with top-notch security to keep your data secure. It’s also important to check the customer support package. You should always be able to contact your vendor on a convenient channel.
Here are some of the features to look out for:
- Number porting
- Local and toll-free numbers
- Call management
- Video call and conferencing
- SMS messaging and group chat
- Auto-attendant
- Voicemail transcription
- Analytics
- Integrations
Let’s look at them in more detail.
Check if the provider can “port” your existing phone number across to the new system. You don’t want the hassle of switching to a new number that your staff and clients have to remember.
If you’re just starting a business and you’re in the market for a new number, many VoIP vendors offer these. Local numbers make people more likely to pick up a call, and toll-free calling encourages people to get in touch and gives the impression of an established business. In both cases, you can use just one number to cover different branches and regions.
Call management features are a big benefit of VoIP. It’s essential that the system can handle call queues, fast transfers, and smart routing for improved efficiency and happy customers.
You’ll also need call forwarding when you’re away from the office phone so that you can pick up incoming calls on a mobile phone without having to give out your private number. A caller ID feature is handy for security and reassurance, and call recording and monitoring help with compliance and coaching.
Unlike traditional phone systems where you have to install separate PBX equipment for call management features, VoIP providers usually offer cloud-based hosted PBX as part of the VoIP solution package. That means no additional installation or maintenance is required on your part.
Video helps you share visual information and take visual cues from participants to avoid miscommunication. It’s great for virtual conferences and 1:1 interactions. Remote teams can collaborate easily, especially if the technology includes screen sharing, whiteboarding, and chat. It’s also useful for live tech support or recorded tutorials and for coaching employees.
Text messaging isn’t just for chatting with friends; it’s handy for business use too! You can send bulk texts to customers with information such as new opening hours, appointment reminders, and promotions.
Most people use their phones constantly, so they’ll see the notification—and they’re more likely to read and respond to a text than an email. Meanwhile, group messaging is ideal for collaboration, as you can message and share files with your entire team.
Sometimes called a virtual receptionist, an auto-attendant is an AI-powered feature that answers the phones for you. It ensures a professional appearance at all times, and it’s available around the clock, so you don’t need to worry about getting employees to work unsociable hours. VoIP systems let you record custom greetings and give callers the option to leave a voicemail.
Some VoIP services provide this advanced feature, which is also known as visual voicemail. Basically, voicemail messages are automatically converted to text and sent to you via email, which is very useful when you’re on the road or in a meeting. No need to listen several times for the phone number or to scribble notes. And even if the audio message gets deleted, you’ll have a backup.
The best VoIP solutions come with analytics to help you evaluate individual and overall performance. You can measure key metrics with tools like call logs for inbound and outbound calls, find out what customers really think with sentiment analysis, and spot problems as they happen with real-time reporting. You’ll be able to find ways to improve and make accurate forecasts about budgets and staffing levels.
As well as providing unified communications, the best business VoIP services integrate seamlessly with other popular business apps, giving you access to even more tools in one place. You can use the systems you’re familiar with and link them to your VoIP setup, syncing data between apps for better productivity. The comprehensive tech stack is scalable and flexible as you grow.
When you’re running a business that depends on good communication (with customers as well as between colleagues), the last thing you want is a telephone system that lets you down at vital moments. Imagine the call gets cut off just as you’re about to close a big sale, or the system crashes on the day you launch your new delivery service, and customers can’t call to place an order.
There used to be a myth that VoIP was more glitchy than traditional phone systems, but that’s not the case—at least, not if you choose a reliable service provider! Look closely at their SLAs (Service Level Agreements) and make sure they offer high-quality service guarantees in their agreement. For example, 8x8 offers platform-wide 99.999% uptime SLA and 35+ public and private data centers with multiple redundancy and rerouting capabilities, ensuring that your business will not be disrupted due to a service failure
Budget is all-important for small business owners, so you need to look carefully at each potential VoIP phone provider and find out exactly what they offer. Don’t be tempted to automatically go for the cheapest option, as it may prove to be a false economy. However, it may not be necessary to spend a fortune. There are affordable yet feature-rich solutions out there (such as 8x8).
The bottom line is that you need to figure out what represents value for money for you. Make a list of what you’re looking for (essential business needs and nice-to-haves) and pick a business phone service that checks all the boxes.
It’s always worth learning what other customers have to say about a business VoIP provider, especially if their company or service is similar to your own. What kind of call quality do they get? Are the pricing and billing easy to understand? How is the onboarding and customer support?
Bear in mind that although most providers will include client testimonials on their websites, they’ll have chosen only the positive ones! For a wider range of feedback, check out technology review sites, where users are pretty candid about their experiences.