essential features voip system

Essential Features to Look for When Choosing a VoIP System

When selecting a VoIP system, consider your business needs and what features will work best. Look for budget-friendly plans, including auto attendance, Internet fax and conferencing.

Pricing can vary by provider and package, so select one with transparent pricing that includes must-have features. Consider add-ons like digital faxing, which eliminates the need for an office fax machine; CRM integration to streamline data tracking; and live chat support that improves customer service.

Voice Quality

Many business VoIP vendors offer a variety of plans. Evaluating each project and finding one that matches your business’s calling patterns and features is important. It’s also important to prioritize reliability and call quality. A reliable internet connection is essential to VoIP phone calls. Checking upload and download speeds is a great way to evaluate internet stability.

Additionally, look for quality service features that can help with network jitter and latency by ranking traffic to ensure voice data is processed first. Understand what features are most valuable for your team members and choose a provider that puts the same emphasis on call quality as you do. This will prevent frustration down the road.

Call Accounting

Many organizations adopt hybrid work models that mix in-person and remote working, so a reliable VoIP solution is important. Look for providers with robust network infrastructure, redundancy measures and consistent service history. You may also check how to VoIP system on Ooma. This will help you understand the complete procedure. You’ll also want to ensure the VoIP provider offers features to help you manage your communications and support processes. Look for solutions like auto-attendants, voicemail-to-email transcription, conferencing and integration with business tools to help you run your company more effectively. Finally, look for a vendor that offers transparent pricing with no add-on costs or one-time fees.

Call Routing

The right call routing system helps your customers connect with the right person quickly and easily. It reduces customer wait times and improves agent performance.

VoIP systems include a variety of call routing features. They qualify calls based on predetermined criteria, place them in a queue and distribute the call to agents according to the set parameters. For example, Camille calls her internet provider’s customer service number and hears a recorded greeting saying, “Press 1 for English or press 2 for French.” She presses two and connects to a French-speaking representative who can help her upgrade her plan.

Call Waiting

Call waiting enables you to hold two calls simultaneously. This is ideal for solopreneurs and small teams that must respond more flexibly to incoming calls.

Another crucial VoIP phone feature is call recording. It allows you to replay conversations and accurately take notes of customer agreements. This is also helpful for compliance purposes in certain industries. Most VoIP solutions offer unlimited local and long-distance calling in their subscription packages. In addition, some top VoIP providers include international calling in their plans, making connecting with a larger audience easier.

Call Forwarding

A VoIP system’s call-forwarding feature redirects incoming calls to another phone number or extension. It’s useful for businesses with multiple locations and remote workers.

For instance, a customer service team in Westchester, Columbus, and Saratoga can all work on a single toll-free line that rings their phones when a call comes in. This minimizes customers’ wait time and increases team productivity. A VoIP platform’s call-blocking functionality also prevents bots, telemarketers, and spam callers from disturbing your agents, allowing them to focus on answering customer calls.

Caller ID

Caller ID reveals a caller’s phone number and name on a digital display. It’s a popular feature on landlines and mobile phones offered by most commercial phone providers.

Many VoIP providers offer customizable Caller IDs, allowing you to tweak the data straight through a web interface without contacting customer support. Hosted VoIP organizations also generally send new CNAM information to the main databases within a day, unlike traditional landline networks that often require you to call your phone carrier to make changes. VoIP platforms often integrate with business tools like messaging and conferencing to give you a unified communications platform. This can save your team time and money since it can help reduce on-hold wait times.


When evaluating providers, determine whether their mobile integration is a simple feature that forwards calls to your team members’ phones or a fully-featured experience. For example, do they offer business SMS and faxing? What about a full-featured app that allows your team to answer client calls from their mobile devices while still using their company number and maintaining a professional image?

Additionally, check whether a provider offers voicemail to email and other unified communication features like AI-powered live chat, ticketing, comprehensive analytics and sales and customer service CRM. These advanced VoIP features allow businesses to streamline internal processes and enhance customer experiences while saving money.

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