Key Takeaways
- Business VoIP systems can offer much more than basic calling.
- Features may include call routing, auto-attendants, voicemail transcription, business SMS, video conferencing, mobile apps, and CRM integrations.
- VoIP can help employees communicate across different devices and locations.
- Available features vary by provider and service plan, so businesses should focus on the capabilities they will actually use.
- Offix’s TELEcloud VoIP solution combines several business communication tools within one platform.
A business phone system isn’t just about making and receiving calls anymore.
Modern Voice over Internet Protocol (VoIP) systems can combine voice calling with messaging, video conferencing, call management, mobile communication, and other tools.
The best features of VoIP systems can help businesses communicate more efficiently with customers and employees while providing greater flexibility than a traditional desk phone alone.
If you’re considering VoIP for your business, here are some of the features worth looking for.
1. Call Forwarding and Routing
Call forwarding and routing can help businesses direct incoming calls to the appropriate employee, department, or device.
Instead of relying on someone to manually transfer every call, businesses can establish routing rules based on factors such as department, availability, or office hours.
This can be especially useful for businesses with:
- Multiple departments
- Remote employees
- Multiple office locations
- Employees who frequently work outside the office
- High incoming call volumes
Offix’s TELEcloud VoIP solution currently includes call forwarding and call-routing capabilities.
2. Auto-Attendants and Virtual Receptionists
An auto-attendant or virtual receptionist can greet callers and help direct them to the appropriate person or department.
For example, callers might be given options to reach sales, service, billing, or another department without requiring an employee to manually route each call.
Depending on the system, businesses may be able to customize menus and routing options around their specific operations.
This can create a more organized experience for callers while helping employees manage incoming calls.
3. Voicemail-to-Email Transcription
Traditional voicemail requires employees to call into a mailbox and listen to individual messages.
VoIP can make voicemail easier to manage.
With voicemail-to-email transcription, employees can receive voicemail information through email, making it easier to review messages even when they’re away from their desk.
Offix’s TELEcloud VoIP solution currently includes voicemail-to-email transcription among its available call-management features.
4. Business SMS
Not every customer wants to communicate by phone.
Business SMS gives organizations another way to communicate with customers and employees through text messaging.
Depending on the system and configuration, businesses may use SMS for communication such as:
- Appointment reminders
- Customer updates
- Scheduling
- Follow-ups
- Internal communication
Offix currently lists Business SMS as one of the customizable capabilities available with TELEcloud VoIP.
5. Video Conferencing
Some VoIP platforms go beyond voice calling by incorporating video conferencing.
This can give employees another way to communicate with coworkers, customers, and other contacts without relying on a completely separate platform.
Video conferencing can be particularly useful for organizations with remote employees, multiple offices, or teams that frequently meet with clients virtually.
Offix’s current TELEcloud offering includes video conferencing as part of its business communication capabilities.
6. CRM Integration
For businesses that rely heavily on customer relationship management software, CRM integration can be an especially useful VoIP feature.
Depending on the VoIP and CRM platforms being used, integration can help connect phone communications with customer information and workflows.
This can make it easier for employees to access relevant customer information and manage interactions from fewer disconnected systems.
Offix’s TELEcloud solution currently offers CRM-related capabilities, including a RingByName Salesforce plugin.
7. Mobile and Desktop Communication
One of the major differences between VoIP and a traditional desk phone is flexibility.
Depending on the system, employees may be able to access business communication tools from compatible:
- Desk phones
- Computers
- Smartphones
- Tablets
This can help employees maintain access to business communications when working remotely, traveling, or moving between locations.
For businesses with hybrid or distributed teams, this flexibility can be particularly valuable.
8. Internal Chat and File Sharing
Some VoIP platforms also include collaboration tools that go beyond voice communication.
Offix’s TELEcloud VoIP solution currently includes internal chat and file-sharing capabilities in addition to voice, video, and SMS.
Combining several communication methods within one platform can reduce the need to constantly switch between separate applications throughout the workday.
9. Call Queues and Call Management
Businesses that receive a large number of incoming calls may benefit from more advanced call-management features.
Call queues can help organize incoming calls when employees aren’t immediately available. Routing rules can then help direct callers based on the business’s preferred workflow.
Depending on the system, businesses may also have access to reporting and other call-management capabilities that provide greater visibility into communication activity.
These features can be particularly useful for sales teams, customer service departments, dispatch operations, and other organizations that depend heavily on phone communication.
10. Unified Communications
One of the biggest advantages of modern VoIP isn’t necessarily one individual feature. It’s the ability to bring several communication tools together.
A VoIP platform may combine:
- Voice
- Video
- Messaging
- SMS
- Voicemail
- File sharing
- Call management
- Mobile communication
This approach is often referred to as unified communications.
Rather than treating the business phone as an isolated system, unified communications can provide employees with multiple ways to communicate through a more connected platform.
Which VoIP Features Does Your Business Actually Need?
More features aren’t automatically better.
The right VoIP system should match the way your organization communicates.
Before choosing a solution, consider questions such as:
- How many employees need phone access?
- Do employees work remotely?
- Do you operate multiple locations?
- Do you need business texting?
- Would video conferencing be useful?
- Do you need an auto-attendant?
- Does your team use a CRM?
- How are incoming calls currently routed?
- Do employees need mobile access?
- Which communication tools are you already paying for?
Answering these questions can help you identify the features that will provide the most value instead of paying for capabilities your organization doesn’t need.
Explore TELEcloud VoIP with Offix
Offix offers TELEcloud VoIP solutions with business communication features including internal chat, SMS, video conferencing, file sharing, call forwarding, call routing, voicemail-to-email transcription, virtual receptionist capabilities, and CRM-related tools.
The right combination of features depends on your organization’s employees, customers, workflows, and communication requirements.
Contact Offix today to discuss your business communication needs and explore the VoIP features that make sense for your organization.
Frequently Asked Questions
What features are included with a VoIP system?
Features vary by provider and service plan. Common business VoIP features can include call forwarding, call routing, auto-attendants, voicemail transcription, business SMS, video conferencing, mobile applications, and CRM integrations.
Can VoIP work on a mobile phone?
Depending on the VoIP system, employees may be able to access business calling and other communication features through compatible mobile applications.
Can VoIP integrate with CRM software?
Some VoIP systems can integrate with CRM platforms. Available integrations depend on the VoIP provider and CRM being used.
Does VoIP include video conferencing?
Some VoIP and unified communications platforms include video conferencing, although availability depends on the provider and service plan. Offix’s current TELEcloud solution includes video conferencing capabilities.
What is the most important VoIP feature for a business?
There isn’t one feature that’s best for every business. The most useful features depend on how employees communicate, where they work, how calls are handled, and which existing business systems need to integrate with the phone system.