Traditional phones are fading away quickly, as more and more businesses are switching to VoIP telephony solutions.
With VoIP technology, businesses get a powerful communication tool that costs just a fraction of what it takes to install and maintain a traditional call center.
Along with cost-saving, VoIP comes with a broad set of basic to advanced features so you can use them according to your business needs.
50+ VoIP Features to Improve Business Operations:
- Advanced Call Management
- Call Rejection
- Call Waiting
- Call Transfer
- Call Whisper
- Call Monitoring:
- Call Notify
- Call Masking
- Call Hold
- Call Forwarding
- Call Flip
- Call Barge
- Call Analytics
- Call Hunting
- Call Notify
- Call Presence
- Call Screening
- Call Recording
- Call Takeover
- Call Tracking
- Call Park
- Campaign Performance Analytics
- Cloned Lines
- Conference Bridge
- Ringback
- DND
- Enhanced Mobility via Apps
- E911
- Editable Call Flow
- Extension business
- Extension Menus
- Geographic Redundancy
- Enhanced Mobility via Apps
- Hot Desking
- International Local Numbers
- Real-time Dashboard
- Hoteling
- Local Numbers
- MMS Messaging
- No Answer Call Forwarding
- Office Intercom
- Call Pulling
- Call Queuing
- Call Recording and Rating
- Custom Music on Hold
- Custom Ringback
- Free Local Phone Number
- Instant Messaging
- IVR
- Online Fax
- Priority Alerts
- SIP Trunking
- Softphone
- Voicemail
- Voicemail Greetings
- Video Conferencing
- Call Routing
Let’s Discuss all the above-given VoIP Features in Detail!
1. Advanced Call Management: Advanced call management determines how incoming calls are handled. Using this feature, you can choose whether to block, hold, or prioritize the calls to maintain the call quality.
2. Call Rejection: This feature allows you to block the calls with blocked or anonymous caller ID information. While these features occur by default, you can activate them manually before using them.
3. Call Waiting: This feature emits a tone to notify the person who is already on call if someone else is trying to get into that call.
Related Read: Core Benefits of VOIP for Business
4. Call Transfer: This feature allows agents to transfer the calls from their phones to the respective department.
5. Call Whisper: Instead of passively being on the call, the professional can use call whisper to coach their agent in-between the calls. As a result, the customer will not hear the supervisor’s feedback and help agents under challenging situations.
6. Call Monitoring: This is one of the key features that allow users to listen to calls without the caller’s input. This will improve the customer experience and is helpful in maintaining agent training.
7. Call Notify: This feature informs special agents through email when a specific customer calls.
8. Call Masking: This technology helps to mask calls so that a different phone number appears on the caller ID. For instance, when you want customers to think that you are calling from a personal number, you can configure the system to display that number from the IP Phone.
9. Call Hold: Call Hold agents to place a caller on hold for a short period.
10. Call Forwarding: Call forwarding allows a call to be transferred to the available agent’s desk.
11. Call Flip: Call flips help you transfer a call from one phone to another without any hassle. This means that an agent can take a call on their desk phone and transfer to the mobile devices when they leave for the office.
12. Call Barge: Call Barge is a feature that allows a supervisor of a call center to listen in on calls and barge in when agents are having trouble.
13. Call Analytics: Call analytics is a collection, analysis, and reporting of incoming and outgoing call data to better measure performance and to increase the customer experience. Call analytics can be done in real-time and there are KPIs that are used to track and visualize the specific metrics.
14. Call Hunting: Also called find me/follow me, call hunting distributes the calls that are made to one telephone number to various phone lines.
15. Call Notify: This feature notifies specific agents by email when a special or important person calls.
16. Call Presence: Call Presence to let you see which of your agents are available to take calls, who is available on phone, and how many customers are in the queue.
17. Call Screening: Call screening allows you to make a decision about the importance of a call based on the numbers. In the call screening, spam calls are also discarded easily and high-value calls are prioritized.
18. Call Recording: Call recording allows you to refer back to the calls to listen to them later or to use them for training
19. Call Takeover: This feature lets supervisors take over the call if the agent is struggling to meet the caller’s demands.
20. Call Tracking: Tracking is used to determine how customers locate your business. This feature also helps in determining how successful the ad campaign is and whether it’s beneficial in a specific area.
21. Call Park: Call Parking allows anyone in the team to enable call waiting until the specific person can take the call. You can continue uninterrupted conversations even if you switch the phone lines.
22. Campaign Performance Analytics: This analytics helps in understanding the performance across a specific time period for a specific phone number/campaign.
23. Cloned Lines: With this feature, you can plug multiple phones into a particular device and use a single phone number, which means that you only need a few numbers.
24. Conference Bridge: A conference bridge is a feature that lets more than three people add in one call. This feature is helpful for quick team updates and meetings that need only a voice.
25. Ringback: Custom Ringback is a setting that allows callers to hear a specific audio file when they contact your services.
26. DND: Do Not Disturb will turn off your ringer and send the caller to the voicemail to leave a message for the caller. This feature is important for employees who have calls transferred to their phones during off-hours.
27. Enhanced Mobility via Apps: VoIP mobile phone apps allow you to take your conversations when on the go, allowing you to help your customers when needed.
28. E911: Unlike PSTN-based 911, IP phones and devices aren’t registered by default to a single location so, emergency calls are sometimes restricted on it. On the other hand, with E911, the location accuracy gets improved through various key technologies and VoIP location registration, as compared to the general landline phone number.
29. Editable Call Flow: Editable Call Flow lets you change your routing schema so that the calls get received in any situation. Some systems also allow you to drag and drop various different aspects of your call flow for the easy-to-edit system.
30. Extension business lines have extensions that are between two and five numbers in length. This way, the employees from one company can communicate with another.
31. Extension Menus: An extension menu maps the employee’s extension. This way the customers can easily contact the person with whom they need to speak.
32. Geographic Redundancy: Also called the geo-redundancy, with this feature, the data centers that handle VoIP traffic are geographically dispersed. This also means, if one goes down, the other one picks it up to prevent downtime.
33. Enhanced Mobility via Apps: VoIP mobile phone apps let you take the conversation on the go. This will help your customers whenever needed.
34. Hot Desking: Rather than assigning agents in the call center to specific, static desks, the hot-desking feature allows you to assign those calls as needed. For instance, your employees may work from remote locations, but their saved recordings and videos can travel with them.
35. International Local Numbers: Using the international virtual numbers, you can provide the local number in the jurisdiction that will reach your call center. With this, you don’t need any physical office, the numbers will be hosted virtually.
36. Real-time Dashboard: This feature will let you configure and customize everything in the dashboard. Using this, you can keep track of the things that matter, in real-time.
37. Hoteling: With a hoteling setup, which has a host and a guest, the host is the default user on the endpoint. The guest makes outbound and inbound calls using their credentials by logging in, so traveling between offices and desks is simple. It also allows them to use features on their account including virtual numbers and caller ID.
38. Local Numbers: Local virtual numbers appear to be in the same area code as your customers in order to establish a presence where your customers are.
39. MMS Messaging: MMS is a type of multimedia messaging that allows you to send images and videos besides the standard text features of SMS.
40. No Answer Call Forwarding: When calls receive no answer, they automatically go to another phone number or ring group.
41. Office Intercom: IP paging intercoms are useful for businesses with spaces like warehouses or entryways that don’t have easy-to-reach IP or softphones. These work through an extension and activate the speaker for announcements.
42. Call Pulling: Call pulling is the ability to move a phone conversation from one device to another. With call pulling, you can swap devices and bring conversations wherever you are going.
43. Call Queuing: This feature is important for businesses that receive large call volumes. Call queueing lets you automate the distribution of inbound calls. using this, you can organize your staff, teams, departments strategically. Also, call queueing reduces the wait time and allows your front-facing teams to attend more calls.
44. Call Recording and Rating: With VoIP, you can easily record phone calls; having visibility into the calls can improve customer service and business performance. The feature lets you record your company’s phone calls to enhance staff coaching and training, improve revenue generation and set quality standards.
Related Read: The VoIP Security Checklist: Best Ways to Secure VoIP System
45. Custom Music on Hold: Customers rarely enjoy long wait times. So, establish harmony by switching the wait time to the rhythm. Upload and play audio files when your customers wait for the response.
46. Custom Ringback: Establish your brand identity with a custom ringback. This feature allows your team to set the audio caller when they contact your business.
47. Free Local Phone Number: Instead of the landline number, some VoIP service vendors provide a free local phone number. This will help you maintain corporate visibility in the local market.
48. Instant Messaging: Modern customers prefer using messaging apps to phone calls. So, don’t let your business fall behind. Most hosted PBX phone systems come with instant messaging capabilities, which is important for customers who want more options than emails and phone calls.
49. IVR: The interactive voice response helps callers interact with the company’s real-time voice menu. Callers also have the option to choose options by pressing digits on their phone.
50. Online Fax: With VoIP, there are various ways to fax online. You can send and receive one using an email address.
51. Priority Alerts: Priority alerts give you advanced intel with every call. Configure the phone rings depending on specific information. Use phone rings for C-suit and valued customers.
52. SIP Trunking: SIP, Session Initiation Protocol provides voice over IP connectivity between the on-premises phone system and public switched telephone network, called PSTN.
53. Softphone: Traditional phones look great on the office desk. But, this would look even better if you could make and receive calls on any device. With VoIP, you can easily make this possible. Enhance your workflow by managing calls and boost flexibility. Install the software on your device and connect it to the virtual phone system.
54. Voicemail: For situations when it is impossible to take calls, always provide callers with the option to leave a voicemail. This makes the callers feel like they have not wasted their time calling you. Voicemail allows you to respond to address tickets and take action.
Related Read: Why Businesses Should Invest in VoIP Technology
55. Voicemail Greetings: Give warmth to your customers and opt voicemail feature. Make your customers feel valued and appreciated. Try adding a personalized and pleasant greeting when recording any message.
56. Video Conferencing: Videos can make a huge difference when people meet online. VoIP will help you set up web conferencing as the most effective selling and marketing tool. This feature becomes important, especially during a product demo, deals closing, and contract negotiations.
57. Call Routing: With call routing, your company systematizes how they can direct incoming calls. You can also route inbound calls by customer type, purpose, ownership, staff availability, and agent performance.
