VoIP is a great way for businesses to streamline communication processes and create a seamless customer experience. It is also an excellent choice for growing companies who want to scale their customer support, sales or marketing departments easily.
VoIP business phone systems have various features, but the options vary by provider and plan. Here are some of the most common VoIP phone features that many businesses use.
Caller ID is a service that displays a calling party’s phone number and name (if available) on the recipient’s device. This feature helps businesses screen incoming calls and deter unwanted or obscene ones.
Callers can block their Caller ID presentation by dialing a vertical service code. However, this method needs to be more foolproof and is prone to errors that can lead to unwanted calls or even privacy violations.
Business VoIP and cloud phone systems are more flexible regarding caller ID modification. For example, most providers can update the display phone number on top of the caller ID name, usually within 24 hours. This guide tells you all you need to know.
A call queue allows multiple agents (users) to field incoming calls without overwhelming one another. Customer service departments most commonly use this to ensure that all customers are served promptly.
Callers can be notified of the wait time and given the option to leave a voicemail for a return callback. Callers can also be asked to press 1 to continue waiting or two if they prefer to skip the queue and call back later.
Businesses also use the call queue feature to distribute calls to a specific agent group or tier. This can help reduce callers’ wait times and improve overall customer satisfaction.
Call routing is a software feature that automatically directs calls to specific departments or agents. Businesses often use it to help callers get the answers they need without waiting on hold or being transferred multiple times.
Switchboard systems used to be the go-to tools for routing calls, but VoIP makes it easier to customize the process. Auto-attendants can route calls based on variables like the caller’s identity, time of day, or other criteria system administrators choose.
Callers can also be assigned to specific team members based on skills, language preferences or other attributes. For example, calls about network service issues can be routed to a customer support agent who speaks the same language as the caller.
Call waiting is a phone feature that lets users know when another caller has tried to reach them while on the line. The user can ignore the new call, merge it with the existing one or send it to voicemail.
Whether it’s an interested prospect or a repeat customer, the key is that your business never loses a caller. Paired with a full suite of call-handling options, this feature allows your team to ensure all calls connect with someone on staff. If not, the relationship may go stale, and customers look elsewhere. Luckily, this problem is easily solved with Dialpad’s Call Waiting.
Call forwarding, also known as call diversion, is a business phone system feature that allows you to redirect incoming calls to another number or service when you’re unavailable. It prevents customers from hearing a busy signal or leaving a voicemail and improves the customer experience.
You can set up forwarding rules for specific times of the day or week to divert calls to other locations or employees. This way, you can focus on your work without worrying about missed calls and customers’ concerns.
Moreover, it helps small businesses minimize or even eliminate costs associated with renting multiple physical lines. This is particularly helpful for companies that operate 24/7.
Call transfer is a telecommunications mechanism that allows you to move an active phone call from one telephone device to another. You can use call transfers for any business communication, including business conferencing.
A warm transfer involves a brief conversation or announcement that gives the person who will receive the call context about why they’re being transferred and their needs. This improves customer service and helps agents serve customers more effectively.
On the other hand, cold transfers involve transferring the call directly to another agent without an introduction or context. This can be quicker but lead to confusion and frustration for the caller.