Making VoIP Work for You

Chances are you've been hearing a lot about the potential of voice over IP (VoIP) technology. You may even be intrigued enough to consider VoIP as an alternative to your traditional PBX voice system.

If so, you'll be glad to know that the benefits of VoIP technology surpass cost-effectiveness, low cost of ownership, and ease of installation. VoIP can enhance employee productivity and sharpen your competitive edge well beyond what traditional PBX systems could ever do.

Here's a glimpse of some of today's most popular VoIP applications — and the specific business advantages they can provide companies like yours.

Unified Messaging/Converged Communications
Among the core components of most VoIP systems is software called unified messaging, which enables users to check e-mail, voicemails and faxes all through one unified phone number. Therefore, individuals can easily access their voicemail messages and faxes from their e-mail inboxes, and listen to their e-mails and faxes from their phones.

For example, a traveling employee who doesn't have internet access can call in and have his e-mails automatically read to him. Or when in meetings, he can choose to access his voice messages — converted into e-mail messages — through his BlackBerry, cell phone or computer.

This capability makes all messages always available, thus improving responsiveness and employee productivity.

Call Identification and Routing
This software identifies priority phone numbers and forwards those calls to a device of the user's choice — such as a BlackBerry, cell phone or pager.

During an important business meeting, for example, a call from a specific customer can be routed to your cell phone or BlackBerry, while all other calls can be diverted to your voicemail, or to another colleague.

By enabling users to make decisions about their call routing, the VoIP system can increase productivity by allowing them to prioritize important calls and circumvent less important ones.

Call Recording and Monitoring
During network setup, users can program their VoIP systems to automatically record calls or perform on-demand call recording. In contrast, traditional PBX systems require users to install an external tape recorder and record manually when necessary.

Plus, call recording with VoIP is more affordable than the PBX method because users don't need to buy additional hardware. They simply utilize a software application that takes advantage of their existing VoIP system and IP network.

IP Paging
Today's IP paging applications deliver flexibility and security end-users didn't have before. VoIP owners can perform simultaneous overhead voice paging to multiple locations within a facility, branch office buildings, or remote locations using the internet or intranet. This lets them communicate company-wide emergency alerts or general announcements very efficiently.

In other situations, users may opt to send text messages instead of voice announcements. This feature is perfect for school administrators, for example, who may need to deliver emergency alerts to teachers in classrooms without alarming students unnecessarily or broadcasting sensitive security information.

This text messaging feature can also alert call center employees about the number of customers in the call queue — or identify customers on hold for lengthy periods — thus improving customer service.

Data Tracking and Reporting
Unlike PBX systems, VoIP technology enables companies to easily create new phone numbers and, with the appropriate software, analyze the usage of those numbers. The resulting reports contain valuable information for operations, customer service or marketing efforts.

For example, your customer's marketing department might create a new phone number to support an ad campaign, and then use the software to track the phone responses and evaluate the campaign's effectiveness. Another department in the same company, perhaps a call center, might use the software to quickly identify trends in call volume and duration and use that data to plan the staff's schedule.

Customer Resource Management (CRM)
Because VoIP technology converges voice and data into a single network, it can easily accommodate a CRM application.

Let's say your customer has support staff, accessible by phone. The CRM application can automatically display a caller's account activity, enabling a service representative to view the customer's records, communication, and recent orders. This results in quicker resolution of problems, improved communication between support team members and greater responsiveness to customer needs.

Because IP telephony applications are created using XML, software developers can easily create a wide variety of new VoIP applications that meet the needs of specific vertical markets, such as:

Manufacturing -- Real-time inventory tracking programs enable users to use their VoIP networks to verify part numbers, check availability of parts and manage their inventories quickly and easily.

Hospitality -- Using VoIP systems, hotel guests can program their own wake-up calls, thus relieving the burden on hotel staff and increasing convenience for guests.

Accounting and Human Resources -- VoIP applications can be used to track employee attendance for payroll and other purposes. This software logs work hours and supports employee accountability, while eliminating the need for legacy time card systems.

Regardless of your individual business needs, there are likely a number of IP-based software applications that can help you maximize your use of VoIP technology -- and more programs are being developed every day.

Call us today and let us discuss the possibilities of VoIP for your environment.