As the workplace becomes increasingly distributed and remote, businesses need to be able to keep in touch with their customers. Getting this done requires a sound phone system.
Landlines have traditionally been the go-to option for a business’s telephony needs. But, they come with a few drawbacks that make VoIP more attractive.
Convenience
VoIP systems offer a range of business phone features that can improve customer satisfaction, such as auto-attendants and interactive voice response (IVR) systems. They can also optimize call flow with ring groups and call queues.
With landlines, you need a PBX system, hubs, switches, telephone adapters, routers, and copper wires connecting to the PSTN (Public Switched Telephone Network). It can cost thousands of dollars to set up.
With VoIP, you can use any Internet-enabled device to make and receive calls, including smartphones, tablets, desktop computers, and desk phones. VoIP for mobile phones, sometimes called mobile VoIP or mVoIP, uses the network (3G, 4G, 5G, LTE) of a cell phone to implement VoIP technology. VoIP phones can interact over small distances using LAN networks (akin to walkie-talkies) and over longer distances via 3G, 4G, 5G or Wi-Fi. Mobile VoIP frequently lowers the cost of a regular cell phone data plan while preserving the same—if not more—features because it simply requires a network or internet connection. And cell phone VoIP has skyrocketed in popularity since so many individuals now work remotely or from home. It lets you work from home, at conferences or on the road without being tethered to your desk phone.
Cost
The cost of VoIP vs. landline phone calls depends on your business needs. Businesses that need to scale quickly will benefit from a VoIP system that makes adding and scaling phone lines easier than landlines.
With VoIP, your employees can stay connected to the office from anywhere they have an internet connection. In addition, VoIP systems are typically more affordable than landline systems in the long run.
A critical difference is that VoIP systems depend on the internet, whereas landlines use copper wires from a local telecommunications company to your office. Therefore, VoIP quality may vary if your internet connection is slow during peak calling times.
VoIP services support a range of calling features that can improve communication for your team, including solid caller ID, conferencing and video calling.
Reliability
VoIP is a technology that transmits voice over the internet. It’s a better way to make phone calls than using landline services, as it is more reliable and secure.
VoIP relies on various Internet technologies that ensure data packets are delivered to their destinations reliably. It means you can work anywhere, even during an internet or power outage.
VoIP offers several features that help businesses improve customer service and boost employee productivity. Ring groups shorten call queues and reduce hold times, while call analytics provide real-time reports on call center performance and KPIs.
Features
Voice over Internet Protocol (VoIP) is a service that transmits calls through your company’s Internet connection. It is usually more flexible and more accessible to scale than landline systems.
VoIP has various features to help you manage your call flow and improve customer experience. Often, this will include auto-attendants and interactive voice response (IVR) systems that let you customize call routing to move callers to the right person at the right time.
It can also allow you to set up ring groups and call queues that will enable you to route callers to the right agent more efficiently and automatically. It can reduce wait times, improve the customer experience and increase customer satisfaction.
VoIP is also more compatible with various digital communication tools and mobile devices. It is especially beneficial for companies with staff members who spend much time on the go or work in a field setting, where they often need different communication tools.