Cloud is more than just a buzzword of the decade.
It’s the future and affects our daily lives, but often that’s as deep as the explanation goes. What is the real benefit of the cloud? Why do companies choose to invest in cloud-based unified communications-a-a-service (UCaaS) platforms? Let's take a deeper look at one such unified technology called Voice over Internet Protocol (VoIP), taking the cloud by storm.
A VoIP phone system facilitates calls via the cloud instead of the traditional Private Branch Exchange (PBX), a private telephone network that historically connected many business landlines.
It’s a part of unified communications and collaboration (UCC) that connects business communications to the cloud. It centralizes calls, meetings, and messages on a unified platform and allows businesses to communicate with their teams, customers, suppliers, and more through one application on any internet-connected device.
With a VoIP phone system, users can easily switch between voice calls, video conferences, or even use VoIP instant messaging features without relying on a traditional landline or cellular services. To build deeper connections with customers, users can rely on VoIP with video chat.
Hacked-together solutions and reliance on personal devices are neither sustainable nor secure. A VoIP infrastructure offers businesses the agility and flexibility to support a remote framework. It enables employees to take calls from anywhere. This cloud-based system keeps them connected and productive no matter how or where teams get their work done.
There are two essential requirements for setting up a VoIP telephone system. First, you need a secure and robust internet connection. This is your system’s strength. Second, you need a willingness to adapt to the future of work. The future of work is now, and it's more flexible than ever.
Your system should be scalable, provide easy access to features, ensure business continuity and security, all at an affordable price. This commitment to flexible IT sets your business apart.
Setting up a VoIP system is easy when done correctly. Let's look at ten simple steps to configure a VoIP phone system effectively.
Start by considering your existing phone system. Do you have obsolete landlines or employees working on personal devices away from their desks? Overall, you should be asking what the system is doing right and better.
Make sure you understand the full scope of what you need. Are you just looking for an audio conferencing system or an all-in-one unified communications tool with video, chat contact centers, and more?
Understand how important mobility is to your company. Do you have a flexible, hybrid, or mobile workforce that could benefit from a flexible solution? By documenting your current solution's good, bad, and ugly aspects, you can set yourself up for success.
Now that you’ve identified the problem you’re trying to solve, it's time to do your research. Understand how VoIP works and the different systems available.
When comparing VoIP systems, it's essential to keep different costs in mind, not just upfront costs. A system’s future flexibility, scalability, and business continuity also affect your overall VoIP spend.
An on-premises system requires upfront investments, including equipment and maintenance, while hosted VoIP has low or no upfront costs, only a predictable monthly subscription fee. Hosted VoIP makes it easy to add more locations and users as you scale your operations.
On-premises systems may require more hardware. On the other hand, hosted VoIP offers more flexibility to users, is accessible from anywhere, and outsources security and maintenance. A monthly subscription is hassle-free for your budget.
When looking for a suitable VoIP provider, ask the right questions, get a demo, and discuss the implementation.
You only need basic details to get started, such as first name, last name, and email, and the next available extension automatically populates. You can enable entitlements, desk phones, or softphones within a desktop or mobile app admin portal.
With a hosted VoIP system, you work on the cloud, so you only need your provider's software with no on-premises equipment. A VoIP-compatible desk phone is optional, and you can purchase it through your provider or set up an existing phone to work with the new software. Users can download the app for Mac/iOS or Windows/Android desktop or mobile softphone.
Now let's make it all work. A new VoIP system doesn't necessarily mean a new business phone number. You can simply transfer an existing number to your new provider and avoid any switch chaos. Marketing materials and advertising can stay the same, and you can retain customers with an added digital transformation.
Number porting has a few dos and don'ts in terms of downtime. You can request a transfer in your provider's admin portal, but make sure your information matches exactly and remember that transfers can take up to 15 business days.
In the meantime, don't cancel your previous service until the porting is complete. To get your system up and running on day one, you can use your VoIP system to request a temporary phone number and simply route calls through your primary business number.
Where does the call go when a customer calls your primary phone number? Think critically about the customer journey on the phone and how you can make provide a better customer experience. You can set up direct lines or extensions within your admin interface and set up a dial plan to map your call flow.
The auto-attendant helps determine where a call is going (e.g., press 2 for blank). Next, you can add a schedule to prepare different language settings for open and closed hours or special messages during the holidays. You now have additional tools at your fingertips when calling volume increases, such as ring groups (allowing multiple agents to answer a call) or a call queue (to designate the next person on the line).
When you're ready to get started, check your network’s strength. You can do this from your provider's customer support app. Before going live, make sure that you route all numbers correctly. Don’t forget to test!
So far, we’ve discussed all the technical steps for VoIP success. But you also need employees who understand the new system. Luckily, VoIP is user-friendly and designed to make your life easier, not harder. All top vendors have a “get started” user guide and a customer support hub with easily accessible resource articles and tools.
You can easily log in to your account to set your preferences, choose email notifications, change the ringtone, and set up voicemail for direct extensions. Set the app as the default for outgoing calls if you're using the desktop or mobile app.
Before going live, train your team to test everything, including voicemail, calling, and text messaging. This makes them comfortable with the new systems and processes and sets them up for success.
Don't panic while monitoring or maintaining your VoIP phone. Your provider covers you well, so you don't need to worry about regular maintenance. Hosted VoIP provider monitors, supports, and updates your system. It's important to look for consistent customer communication about new updates or features and pass them to your team.
We understand what VoIP is. We know the steps to set it up. Now, let's double down on the “why”. Why do businesses choose hosted VoIP?
No technological improvement is immune to challenges. The most common VoIP challenges are call quality, dropped audio, or dropped calls. Look for a provider with excellent uptime and round-the-clock customer service. Additionally, invest in a strong internet connection – the backbone of your phone system.
Employees demand flexible working and companies have to adapt to their needs. A VoIP phone system provides the necessary tools and features to respond to this changing business landscape with a robust VoIP solution that's as flexible as your workforce to enhance growth and performance.
The increasing use of VoIP solutions also requires improved security of apps used in the workplace, especially mobile apps. Learn more about mobile app management and how it enhances the bring-your-own-device (BYOD) concept.
Meghan Brisson is a Senior Content Marketing Manager at GoTo. Meghan specializes in B2B SaaS content strategy and creation. She is also skilled in developing creative solutions to expand brand reach, transforming internal processes, and building effective teams.
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