In recent years, we have seen many small and large businesses letting go of outdated phone systems and shifting to advanced business communication systems like VoIP. Voice over Internet Protocol is an internet-powered phone system with many advanced features that help businesses reduce calling costs and manage call handling efficiently. It easily integrates with third-party applications so businesses can manage their daily operations seamlessly. With the increasing demand for VoIP phone systems, the number of VoIP providers has also increased, so it is very challenging to choose the right one. Every provider has benefits and drawbacks, so you should consider your business requirements when choosing a provider.
This article will describe some essential considerations when selecting a VoIP provider.
Factors to Consider While Choosing A VoIP Provider
VoIP providers are more than a standard phone system. Here are some factors that you should take into account when selecting your business VoIP Provider:
Available Features
Ensure the VoIP platform you choose has the features and capabilities you need. If you’re unsure what to look for, here are some key features and their importance:
● Automated attendant:
Uses automated voice prompts to direct callers to the correct agent or department, reducing the need for a live agent or receptionist.
● Call forwarding:
Automatically redirects inbound calls to multiple phone numbers if the initial number is not answered, increasing the chances of someone answering. This feature can forward calls to additional extensions, in-house or remote numbers, call queues, and ring groups.
● Call analytics:
Provides real-time and historical call centre reports to identify trends in call volume, agent activity, customer sentiment, and buying patterns, enabling data-driven decisions.
● Softphone:
This allows you to make calls or send messages on any WiFi-enabled device to carry on conversations on the go.
● Business text messaging:
This feature allows you to send SMS messages directly from the VoIP platform, eliminating the need to switch between different platforms.
● Visual Voicemail:
Sends automatic voicemail transcriptions via email (voicemail-to-email) or SMS (voicemail-to-text), helping agents prioritize callbacks and prepare for calls.
● Video conferencing:
Offers video chatting tools for collaboration with customers and colleagues, including features like screen sharing, remote desktop control, in-meeting file sharing, whiteboards, and breakout rooms.
VoIP platforms offer more than just telephone service, so it’s beneficial to leverage advanced features like artificial intelligence, call analytics, IVR systems, and native third-party integrations. However, advanced features often come with higher costs.
VoIP providers vary in how they charge for advanced plans. Many offer more advanced features within their paid pricing tiers, while others allow you to purchase specific features a la carte, so you pay only for what you need.
Cost involved
Price is a significant factor when choosing a VoIP provider, but the lowest price does not always mean the best value. Consider aspects like service quality, customer support, and service plan options. Ask potential providers about volume or exclusive-use discounts, and consider paying annually to save 5-15% on monthly service costs.
Here are some costs associated with VoIP that you must consider:
Cost Per Installation
A traditional PSTN phone uses copper wires to connect your system to telephone service providers. In contrast, a VoIP system connects via the internet, resulting in little to no installation fees. At most, you might encounter a one-time account activation fee.
Price per user
A VoIP line typically costs between $20 and $30 per user monthly. Basic features often include unlimited outbound calling (usually for the U.S. and Canada), toll-free minutes, auto-attendant, call forwarding, caller ID, call waiting, call recording, and more. You can usually pay for your PBX annually or on a month-to-month basis.
Additional Fees
The main costs associated with VoIP service are installation and per-user charges. However, you might encounter additional fees, such as:
Although VoIP is well-known for its BYOD compatibility, your business might prefer to continue using existing hardware or purchase new equipment like desk phones, speakers, and interactive whiteboards.
Some providers sell compatible VoIP hardware directly on their websites, but most integrate with popular hardware from leading brands like Poly, Cisco, and Yealink. Be sure to check if your current hardware is compatible.
Third-party Integration
One of the most significant advantages of VoIP tools is their built-in third-party integrations, designed to eliminate app switching and ensure agents have instant access to essential data from CRM systems, knowledge bases, and more. These integrations let you customize your tool as needed. Here are some key integrations to expect:
Lastly, the availability, responsiveness, and reliability of customer support from a VoIP service provider are crucial factors to consider before making your final decision. In case of any issues, you want to ensure you can quickly reach the vendor’s support team and receive prompt and professional assistance. Ideally, customer support should be available 24/7. Here are some questions to ask each VoIP provider to evaluate their customer support:
● Is customer support available across multiple channels, and what are these channels?
● Is customer support provided 24/7 or only during standard business hours?
● How quickly are customer requests handled during holidays and weekends?
● What’sWhat’s the average response time for support requests?
● Are there premium support options, and what are their additional fees?
● Are there any self-help support options and resources available?
The Bottom-Line Benefits of VoIP Technology(Opens in a new browser tab)
Conclusion
Choosing the right VoIP provider ensures efficient and cost-effective business communication. When making your decision, consider the features offered, associated costs, hardware compatibility, third-party integrations, and the quality of customer support. By evaluating these factors in light of your business needs, you can select a VoIP provider that enhances your communication capabilities and supports your operational goals. With the right provider, your business can enjoy seamless, reliable, advanced communication solutions that drive productivity and growth.
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