Many VoIP business providers boast a large number of features and services that are included free of charge, with their VoIP telephony solutions, and most offer even more features as add-ons. By being provided with so many VoIP features, SMBs have been able to establish themselves on the same playing field as large enterprises who have invested in robust and expensive telephony solutions. Additionally, SMBs are able to support improved customer service and personalization. However, with so many VoIP features available, it’s not easy for SMBs determine which are the most important and crucial to their operations.
The following list includes the top 4 features that are vital to making businesses run more smoothly.
1. IVR/Auto Attendant: Interactive Voice Response is an automated telephony system that interacts with callers by gathering information, looking up information, and routing calls the right recipient. IVR is an invaluable feature to SMBs, as it allows callers to reach the right person or department quickly. It can also enhance the perceived size of businesses – if Accounts Payable and Accounts Receivable are the same person, IVR can give the impression that the caller is reaching different people.
2. Time of Day Routing: Time of Day routing allows companies to route calls based on operating hours. With SMBs, chances are there are not enough employees to have someone remain at the office after hours to answer phones. With time of day routing, however, calls are able to be routed to different phones at different times, making it easy for calls to continue being answered by an on-call employee, even after employees have gone home for the day.
3. Failover and Redundancy: Failover and redundancy ensures that calls reach their destination without fail. For SMBs, missed calls means losing sales, productivity, and credibility – things that cause small businesses to suffer or flop completely.
4. Call Redirect: Call redirect transfers a call from one number to another if the first does not answer. Like failover and redundancy, this ensures that calls, and sales, are not missed.
While there are many more VoIP features that make business operations easier, these four are integral to SMBS looking to increase sales and improve customer service and brand image.