Introduction
Voice over Internet Protocol (VoIP) is revolutionizing the way we communicate by enabling phone calls through the internet rather than traditional telephone lines. But what exactly is VoIP, and why is it becoming so popular? In this blog, we’ll explore how VoIP works, its benefits, and why more businesses and individuals are making the switch to this cost-effective and flexible communication technology. Whether you’re new to the term or looking to understand its advantages, this guide will break it all down in simple terms.
What Is VoIP?
Do you already know what is VoIP? VoIP stands for Voice over Internet Protocol, which is a technology that allows you to make phone calls over the internet rather than using traditional phone lines. Instead of relying on a landline or cellular network, VoIP converts your voice into digital signals that are transmitted over the internet. This method makes communication faster, more flexible, and often more affordable. VoIP can be used on various devices, including smartphones, computers, and VoIP-specific phones, making it an ideal solution for both personal and business communication needs.
You are already using VoIP technology if you use apps such as WhatsApp, Telegram, Signal, etc to place calls or using apps such as Zoom or Skype to do video calls.
What Are The Benefits of VoIP?
VoIP can be a great tool for businesses. Check out the benefits of VoIP:
Allows Multiple Calls At A Time
One of the very important features of a VoIP system is that it makes communication a lot easier. It allows you to make multiple calls at the same time like conference and group calls. It also makes inter-department communication easier which in turn makes it easier for the customers to be connected to the desired department.
Affordability
Whether your VoIP system is hardware-based or software-based, a major advantage of it over the traditional phones is its affordability. Since in both cases calls are made over the internet, you need not bear the cost of the call rates of telephone service providers. You would be able to place calls at significantly lower rates or even free. Installation of the hardware or software-based VoIP system is also hassle-free and doesn’t cost a fortune. If you choose a cloud-based VoIP system there is no need to install any extra equipment or appoint employees to install and maintain it. Even hardware-based VoIP systems need only the VoIP phones that are then connected to the router with an ethernet cable.
Scalability
With VoIP, as your business grows it’s easy for you to add new lines for your employees. You can also eliminate existing lines as you downsize without having to bear any additional costs. Traditional phones would have required new lines with new cabling, with VoIP one can set up additional lines with a few clicks on their online dashboard.
Mobility
VoIP provides one with ease to attend calls from anywhere they like. You don’t have to be chained to a desk to make and receive calls. With a VoIP system installed on your phone, tablet, or laptop you can take your work anywhere. It also makes it easy for businesses to allow for remote work for their employees. ( As we have seen the shift to remote work during the pandemic). It is surely the future of work.
Easy Integration
VoIP can integrate with other business tools, such as CRM systems, email, or customer support software. This allows for smoother workflows and enhances the overall customer service experience.
Improved Call Quality
With the right internet connection, VoIP offers high-definition voice clarity, making communication crystal clear. Gone are the days of poor-quality landline calls that are hard to hear.
Reporting and Metrics
Using Landline telephones for business communications limits you from understanding the call metrics. With VoIP, one can easily track important metrics such as total call time, average handle time, hold time, etc.
These will help you to understand how you can handle calls better. Customer experience can be significantly improved once you can measure your performance.
Add on Features at No Additional Cost
You might say that even traditional PBX offers some extra calling features like call transfer, and call queuing. Group calling, etc. However, you are asked to pay extra to access these features. With VoIP, you get not just these but many advanced calling features such as voicemail transcript, AI integration, CRM integration, etc. that too without paying anything extra.
Portability
If you are worried that with VoIP you may not be able to use your existing business number, then you are wrong. Your current phone number can easily be ported via VoIP, allowing you to retain the same business phone number
Allows Multi-Tasking
Along with just phone calls, VoIP allows you to carry out multiple tasks simultaneously, such as sending files, videos, documents, etc., while simultaneously keeping the conversation going. With VoIP, you can seamlessly communicate and engage with your customers.
Increased Security
VoIP can mitigate the risks of security breaches by leveraging security advancements such as encryption, identity management, etc. However, make sure to choose a secure VoIP service provider that ensures healthy password habits, and staff practices, and configures automated notifications for unusual calling behavior.
Simplifies Workflow
VoIP comes with advanced features such as IVR and auto attendant; these features help redirect calls automatically to the right person, which helps save precious agent time that may otherwise be wasted in transferring calls manually.
VoIP Vs. Landlines
If you are confused between VoIP and Landline for your business, check out this comparison detailing the pros and cons of each of the following parameters.
Cost
VoIP – VoIP is cheaper than Landline as it only involves the cost of the internet and platform fee of the VoIP provider. It is much cheaper for long-distance and international calls.
Landline – Landline is expensive as it requires copper cable wires for its setup and charges for on-site installation of these are also quite high.
Technology
VoIP – VoIP uses the internet to place and receive calls.
Landline – Landline uses the age-old analog transmission to make and receive calls over cable.
Mobility
VoIP – Can be used on the go. You can make and receive calls from anywhere with an active internet connection.
Landline – You have to be tied to your desk to receive calls.
Features
VoIP – VoIP offers an array of features such as advanced call routing, call recording, reports and analytics, call pop, etc. to name a few.
Landline – Landline features are limited to calling and call forwarding and transfer.
Reliability
VoIP – VoIP relies on the internet for calling and can be affected by outages.
Landline – Cable wires are highly durable so are more reliable.
VoIP stands out for its flexibility, cost-effectiveness, and modern features, making it a top choice for businesses and individuals looking for a versatile communication tool. However, if you prioritize simplicity and reliability, especially in areas with unreliable internet, a traditional landline might still be the better option.
Also read: VoIP vs PBX
What Are The Essential Features of VoIP?
Automated Assistant
This assistant will help route incoming calls to the respective departments. Interactive Voice Response or IVR, allows for the execution of this feature. IVR comes with features like customizable greetings or the ability to route to multiple numbers.
Call Forwarding
This feature allows for unanswered calls to be automatically transferred to an available extension or phone number. It ensures that no customer call is left unanswered.
Call Hold and Transfer
This feature will allow you to place a caller on hold or transfer to a different department or extension as needed.
Call Recording
So call recording is a VoIP module that allows workers to record calls for training and reference purposes.
Call Pop
Call pop is a feature that shows information about the incoming caller on the agents’ screen. Basic information such as name and phone number will be included along with other useful information.
Voicemail
The voicemail feature allows callers to leave a voice message when their call goes unanswered. With Emitrr, these voice messages can also be transcribed and turned into text messages.
Call Routing
Call routing directs calls to a specific department according to the caller’s need. This is usually done by using the inputs dialed in by the user at the IVR to help map to the required department. Call routing reduces call hold time and thus improves customer satisfaction scores. There are different methods to call routing. These are: Round Robin, Regular, Simultaneous, and Weighted.
Call Notify
Call notify is setting up agent alerts for whenever a call is received. These alerts can be in the form of email or text messages. They help ensure that no call is missed and the agent is aware of the incoming call.
Call Queue
This is a very important feature for organizations that receive a lot of inbound calls. Call queue puts the callers into a queue based on when they called. These callers in the queue are usually welcomed with pre-recorded messages or on-hold music. Call queueing allows for proper distribution of calls
IVR
This stands for Interactive Voice Response. IVR allows callers to interact with an organization’s voice menu. By choosing options that are most suitable to the caller, they will be able to resolve their queries quicker.
Which Industries Can Benefit From VoIP?
The following industries can use VoIP:
Healthcare
VoIP features can be used in healthcare settings to send automated appointment reminders, better call resolution by ensuring the caller reaches the intended department quickly through IVR, enable telehealthcare, and provide a secure channel of patient communication.
Dental
Just like VoIP for healthcare, VoIP for dental offices can be used to send automated appointment reminders, patient intake form reminders, automated surveys and more.
Educational Institutions
Educational institutions such as schools and colleges can utilize VoIP in various areas. For example, VoIP for schools can support virtual classrooms with VoIP video integration, facilitate parent-teacher conferences, manage school-wide announcements, and connect remote staff members seamlessly.
Religious Institutions
Religious institutions like churches can utilise VoIP for various purposes. VoIP for churches can be used to conduct virtual worship sessions, share community updates, offer counseling services remotely, and manage event-related communications.
Restaurants
VoIP for restaurants can be used to handle high volumes of reservation calls, manage delivery coordination effectively, provide a professional call experience, and track missed calls for follow-up.
Non Profits
VoIP for Non-Profits can be used to boost donor engagement through personalized outreach, coordinate volunteer efforts remotely, handle event inquiries, and reduce operational costs.
Real Estate
VoIP for real estate can be used to manage client inquiries through call routing, enable virtual property tours using video VoIP, support mobile agents, and provide instant connectivity for urgent updates.
Law Firms
VoIP for law firms features such as advanced call handling, transcription, and automated recording, will help you minimize the pressure of manual tasks. Call Pop feature can be utilised to gather client information as the call arrives and offer quicker resolution to clients.
Car Dealerships
Features such as call tracking and recording features are essential features of VoIP for Car Dealerships as call recording helps you to review the call for quality assurance, training, and compliance. A customizable IVR system lets dealers create automated call menus that route callers to the right department or service
Insurance
Insurance companies and agencies can use VoIP features to connect with clients over video call, utilise call pop to gather information of incoming caller, and other important features such as call transfer and call route to route customers to appropriate departments.
Home Service Businesses
Home service business owners and their teams are required to be always on the go; they constantly need to share updates with their clients about the status of their arrival and with their team. Such business owners can use VoIP to communicate remotely, can use VoIP to share any images, if required, and even share review links upon finishing the job and improve overall business success.
Use Cases of VoIP for Business
VoIP technology has revolutionized the way businesses communicate, offering flexibility and advanced features that support a wide range of business needs. Here are some common use cases where VoIP can add significant value:
Remote and Hybrid Teams
With more businesses adopting remote and hybrid work models, VoIP is the perfect solution to keep teams connected. Employees can make and receive calls from anywhere using their smartphones, laptops, or VoIP-enabled devices, ensuring seamless communication no matter where they are.
Call Centers and Customer Support
VoIP is ideal for call centers and customer service teams due to its ability to handle high call volumes, provide automated call routing, and integrate with CRM systems. Features like call recording, analytics, and real-time call monitoring help improve service quality and customer satisfaction.
International Business Operations
Companies with global offices or clients often face high communication costs. VoIP eliminates these barriers by providing low-cost or free international calls. This makes it easier for businesses to maintain constant communication across borders without the financial strain.
Startups and Small Businesses
VoIP offers startups and small businesses a cost-effective solution for professional communication. With features like auto-attendants, voicemail-to-email, and conference calling, small teams can present themselves like larger enterprises, all while keeping expenses low.
Multi-location Companies
Businesses with multiple office locations benefit from VoIP’s ability to unify communication across all sites. Whether it’s branch offices, retail stores, or franchises, VoIP ensures all locations are connected under one system, improving internal communication and collaboration.
Mobile Sales Teams
Sales teams on the go can use VoIP to stay connected with prospects and clients. By using their smartphones or laptops, they can make business calls, hold virtual meetings, and access voicemail while traveling, ensuring they never miss an opportunity.
Conference Calls and Virtual Meetings
VoIP makes it easy to host virtual meetings and conference calls with clients, teams, or partners, regardless of location. With call conferencing features, businesses can collaborate more effectively and save time and costs associated with in-person meetings.
VoIP isn’t just a phone system—it’s a tool that empowers businesses to communicate smarter, reduce costs, and stay connected in today’s fast-paced, remote-friendly world. Whether you’re running a small business, a multinational company, or a growing startup, VoIP provides the flexibility and functionality you need to thrive.
How Does VoIP Work?
If you are curious about how VoIP works, read on.
To put it in simple words, communication over the internet is achieved through a change in the format of the message (voice, audio, etc.). For data to be transmitted over the internet, it needs to change its form. A voice call placed through the VoIP phone is broken down and converted into small packets. Each of these separate broken-down packets contains information that when assembled at the receiver destination again forms back into the original audio.
Hardware Based VoIP and Software Based VoIP
VoIP Phones can be both hardware-based and software-based. What looks like a normal desktop phone, configured to send and receive calls over the internet is the hardware-based VoIP phone.
Other devices such as mobile phones, computers, tablets, etc. can also place calls over the internet if they have software that enables the same. These are software-based VoIP phones. So employees can make and attend calls from anywhere, even using their personal phones or computers. One can be sitting in their office or in a theatre and still attend calls.
What Is A VoIP Phone Number?
A VoIP phone number is a phone number that facilitates voice calling over the internet. A VoIP phone number is assigned to a “user” as opposed to a “device” in traditional phones. Since the phone number is not tied to a device it allows you to place and receive calls from anywhere in the world. Read more about VoIP phone numbers and how they work here.
What Is Hosted VoIP?
Hosted VoIP is essentially a cloud-based VoIP system. It operates entirely on the cloud. A hosted VoIP does not require having an on-premise VoIP system which means no hardware will be needed in your office. It is handled by third-party providers that handle the entire servers and complex set ups. Learn more about hosted VoIP here.
How Much Does VoIP Cost?
VoIP costs can vary depending on different pricing plans. VoIP pricing plans can be unlimited plans with monthly fees, pay-as-you-go pricing, tiered pricing, freemium model or bundled pricing. In general, you can expect around $10 to $30 per user, per month, whereas an on-premise VoIP system can cost you as much as $10,000 with all the costs calculated.
There are also other important factors such as equipment cost, installation and set up etc. that can add into the final pricing. Read more about VOIP costs here.
How To Choose The Right VoIP Provider For Business?
Choosing the right VoIP provider for your business is essential for optimizing communication and improving operational efficiency. With various providers available, here are unique factors to consider to ensure you select the best fit for your needs:
1. Evaluate Your Current Infrastructure
- Assess Existing Technology: Consider the technology and hardware you currently use. Ensure that the VoIP provider is compatible with your existing equipment, such as routers and phones, to minimize additional costs and disruptions during the transition.
- Internet Bandwidth: Review your current internet bandwidth to determine if it can support VoIP services. A stable and fast internet connection is crucial for maintaining call quality.
2. Understand Your Business Model
- Nature of Business: Different businesses have different communication needs. For instance, a customer service-driven business may require advanced call routing features, while a startup might prioritize cost-effectiveness. Understanding your business model helps you select a provider that aligns with your objectives.
- Work Environment: Consider whether your employees work on-site, remotely, or in hybrid environments. Some VoIP providers specialize in solutions tailored for remote teams, which could enhance flexibility and connectivity.
3. Research Provider Reputation and Experience
- Industry Experience: Look for providers with a solid track record and experience in your industry. A provider familiar with your specific needs can offer tailored solutions and support.
- Case Studies and Testimonials: Review case studies or testimonials from businesses similar to yours to understand how the provider has met their needs. This can give you insights into their service quality and reliability.
4. Examine the Onboarding Process
- Ease of Setup: Investigate how straightforward the onboarding process is for new customers. A provider that offers dedicated support during setup can significantly reduce the transition period and help avoid potential pitfalls.
- Training Resources: Look for providers that offer comprehensive training resources or workshops for your team. Well-trained employees can maximize the use of the VoIP system and improve overall productivity.
5. Inquire About Service Level Agreements (SLAs)
- Performance Metrics: Review the provider’s SLAs to understand their performance commitments regarding uptime, call quality, and support response times. This ensures you know what to expect and helps hold the provider accountable.
- Remedies for Service Issues: Understand the remedies provided by the provider in case they fail to meet SLA commitments. This can be important for protecting your business from potential service disruptions.
6. Consider Future-Proofing
- Emerging Technologies: Choose a provider that actively invests in developing and integrating new technologies. This commitment to innovation can ensure your VoIP system remains up-to-date and capable of meeting future business demands.
- Adaptability to Trends: Assess the provider’s ability to adapt to market trends, such as increased demand for call conferencing or remote collaboration tools. A flexible provider can help you stay competitive as communication needs evolve.
7. Gather Feedback from Team Members
- Involve Your Team: Solicit input from team members who will be using the VoIP system daily. Their perspectives can help identify specific features or capabilities that are essential for their workflows.
- Pilot Testing: Consider conducting a pilot test with a few team members to evaluate the provider’s system in action. This hands-on experience can reveal potential issues or advantages that may not be apparent from a standard demo.
8. Check for Free Trials or Demos
- Utilize Trials: Many VoIP providers offer free trials or demos, allowing you to explore their services before committing. Take advantage of this opportunity to assess the usability and functionality of the system in a real-world context.
- Evaluate Performance: During the trial, pay attention to call quality, ease of use, and available features. This firsthand experience will be invaluable in determining whether the provider meets your business needs.
By considering these unique factors, you can make a more informed decision when selecting a VoIP provider that aligns with your business needs and supports your goals for effective communication and growth.
How To Set Up Your VoIP Phone For Business?
Setting up a VoIP phone system for your business is straightforward and can significantly improve communication. Here’s a simplified guide to help you get started:
1. Evaluate your current network
Start by evaluating if your current network can handle the voice traffic to maintain high call quality. Also, don’t forget to check if the voice is optimized on your router.
2. Choose a VoIP Provider
Research and select a reliable VoIP service provider that meets your business needs.
3. Map out a migration plan
Get in touch with your VoIP service provider and understand what the migration plan looks like. This is important to figure out, or else the transition might interrupt your business operations.
4. Gather Equipment
VoIP Phone: Get VoIP phones or use softphone applications on computers or mobile devices.
Router: Ensure you have a good router to handle internet traffic.
5. Connect to the Internet
Make sure your internet connection is fast enough (at least 100 kbps per call) and connect your VoIP phone directly to the router with an Ethernet cable for the best performance.
6. Power Up
Plug in your VoIP phone to a power source, or use Power over Ethernet (PoE) if supported.
7. Configure Your Phone
Access the phone’s settings using the manual provided by the manufacturer.
Enter the setup details from your VoIP provider (like SIP username and password).
8. Set Up Features
Configure voicemail and explore additional features like call forwarding and conference calling.
9. Test the System
Make test calls to check the call quality and ensure everything is working correctly.
10. Train Your Team
Provide a brief training session for your team to familiarize them with using the VoIP system effectively.
How To Use Emitrr For Different VoIP Features
If you are wondering how to set up VoIP features for your business using Emitrr, we will be discussing how to set up some of the important VoIP functions in this section.
Call Queue Groups
This Emitrr feature lets businesses forward calls to an entire queue group. A queue group contains team members by department. For example, your sales department can be in one call queue group. If the caller inputs into the IVR their wish to talk to the sales department, then the call queue group feature can be used to assign the call to available team members.
- If you wish to create a new call queue group you can do so by clicking on “Create new”, marked as number 1 in the image above.
- If you wish to add team members to a call queue group you can do so by clicking on Add member indicated by the number 2 in the image above.
- You can select call queue groups to edit by accessing the list under “Groups” as indicated by number 3 in the image above.
- You can forward calls to members either simultaneously or sequentially as shown by number 4 in the image above.
IVR
The IVR is a feature that lets the caller input details into their phones to help route them to the appropriate team or resolution. The customer is greeted with a prerecorded message, and the customer is then required to manually navigate through the options with his/her phone keypad. If the inquiry isn’t resolved through the available options, then the call is routed directly to a customer service representative who then personally takes up the issue.
With Emitrr, you can create different IVR menus. To access IVR settings go to Settings>Phone Settings>IVR. You can create a new IVR menu by selecting “Create new” on the top left corner.
To edit an IVR menu you can follow these steps:
- Select on the three buttons corresponding to the IVR and edit.
- Add a voice prompt to the IVR in the box indicated by number 1 in the image above.
- The box indicated by number 2 is for key press. This indicates the number that the caller will input into the IVR menu.
- The action corresponding to the key press is indicated by box number 3. This shows what will happen when the caller inputs a particular number. You can add more key press and actions by selecting “Add” in the bottom right corner.
Call Recording
You can automatically record all calls on Emitrr by going to settings>phone settings>general settings and checking the box labelled “Record all calls automatically”.
Track Your Calling Activity
- STEP 1: Go to “Call” option on the left panel of Emitr’s dashboard.
- STEP 2: Click on “My Performance” Option.
Here you will be able to track all your calling activity such as missed calls, number of total calls, answered calls, and a lot more.
Easily Import Contacts with a Few Clicks
- STEP 1: Go to the “Contact” option on the left side of Emitr’s dashboard.
- STEP 2: Select “All Contact option”
- STEP 3: Click on the “Menu” on the right side and then click on the “Import Contact” option
Now you are all set to import contacts.
Turn Voicemails into Text
STEP 1: Go to the “Voice Mail” option on the left side of Emitr’sr dashboard.
And voila, you can now convert voicemail into text.
Manage Incoming Calls
- STEP 1: Go to the “Settings” option on the left side of Emitrr’s dashboard.
- STEP 2: Select the “Phone Settings”
- STEP 3: Select “General Setting” option
You will get all the options to manage the calls as per your needs and preferences.
Manage Users and Extensions with Ease
- STEP 1: Go to the “Settings” on the left side of Emitrr’s dashboard.
- STEP 2: Select “Phone Settings”
- STEP 3: Click on the “ Users and Extensions” option
Make Direct Calls Instantly
- STEP-1: Click on the “Call” option that you see on the top right section.
- STEP-2: A dial pad will be displayed to you
You can easily make call in a few clicks
These are some of the few Emitrr VoIP features that you can use in your office.
How Emitrr Is The Best VoIP Provider For Your Business?
Emitrr excels in providing a robust, user-friendly platform that meets the needs of modern businesses. Here’s why Emitrr distinguishes itself from other desktop phone apps:
Great Uptime
Emitrr guarantees an impressive 99.99% uptime, ensuring that your calls are consistently clear and uninterrupted. With such reliability, you can enhance the customer experience, leading to improved acquisition and retention rates.
Easy to Use
One of Emitrr’s standout features is its ease of use. The software is straightforward to set up, and your team can start utilizing its features with minimal training. Should you encounter any issues, the support team is readily available to assist you.
Seamless Integration with Existing Tools
Emitrr integrates seamlessly with over 1,000 software applications, allowing you to streamline your workflows effortlessly. Setting up these integrations is simple and can often be done independently. However, if you require assistance, the support team is just a call away.
Reduced Missed Calls
With features like auto-attendant, missed call text back, voicemail transcription, and after-hours communication, Emitrr helps eliminate missed calls. By ensuring that every call is attended to, you’re not just improving customer service; you’re also seizing every business opportunity.
Round-the-Clock Support
Emitrr offers comprehensive support through various channels, including phone, chat, email, and live representatives. The live chat feature allows you to receive real-time answers to your questions, ensuring that your workflow remains uninterrupted.
Manage All Phone Needs on a Single Platform
Emitrr simplifies communication by allowing you to handle all customer calls and information from a single dashboard. You can easily add users, teams, and locations while scaling your business. The platform also supports advanced call routing, IVR menu setup, and call quality monitoring through analytics.
Easy Accessibility from Any Desktop
Unlike traditional phone systems, Emitrr offers accessibility from any device. Enjoy advanced features like text message automation, web chat, secure text messaging, SMS scheduling, and voicemail transcription, making your communication strategy versatile and efficient.
Frequently Asked Questions
VoIP, or Voice over Internet Protocol, is a technology that allows voice communication over the internet, making calls more cost-effective and flexible.
People use a VoIP number for its affordability, the convenience of making calls from anywhere, and access to handy features like call forwarding and voicemail-to-email.
VoIP can be cheaper than cell phones, offers better call quality, and includes features like call conferencing.
An example of VoIP is Emitrr, which allows users to make voice calls over the internet.
VoIP allows you to make calls from anywhere in the world, and it costs less than a standard phone system. So if you constantly communicate with your customers or merchants, then yes getting a VoIP may be worth it for you.
For small to mid-sized businesses who require calling functions such as call queue, call transfer, IVR menu, call recording, analytics, etc., at a very affordable price of $149 a month, then Emitrr is the best VoIP phone system for them.
Voice over Internet Protocol (VoIP) phone systems can cost anywhere from $25-$35 a line per month on average depending on the VoIP provider you choose and the features you want.
Conclusion
VoIP technology is revolutionizing communication by offering an affordable and flexible alternative to traditional phone systems. With features like clear voice calls and easy integration, it’s a smart choice for both businesses and individuals. Embrace VoIP to enhance your communication experience, save costs, and stay connected from anywhere.
Make the switch today, book a demo with Emitrr to see VOIP in action.
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