Voice over Internet Protocol (VoIP) brings increased flexibility and efficiency to businesses today. In addition to voice mail and call forwarding, advanced VoIP features can unify your communications, allowing multiple numbers to tie into a single point. So, if someone calls your desk phone, the call could be set to ring simultaneously to your cellphone, desk phone or home phone through the software system. A call also can be seamlessly transferred while you’re on it — you can travel to your next appointment while continuing your current conversation.
But some employers have reservations about making calls over the Internet.
“When you weigh all of the feature sets, the improved efficiencies, and in some cases making it an operating expense, not a capital expense, you come out way ahead by putting in a modern VoIP solution,” says Joe Hesske, vice president of Sales & Marketing at Warwick Communications Inc.
Smart Business spoke with Hesske about how VoIP works, while addressing common concerns about this technology.
In what ways are some people confused about how VoIP works?
First, a lot of people just have a vague idea of what VoIP is, including what the acronym stands for — and that unfamiliarity stretches across all ages. VoIP carries voice traffic over an IP data network, regardless if it is on the Internet or your own LAN (local area network). This can reduce expenses and increase flexibility.
It’s also important to realize that VoIP doesn’t have to be a hosted Internet product. It can be hosted, on-premises or a hybrid of the two. The features of each are similar.
In a hosted environment you have the luxury of redundancy because the solution is hosted in several data centers, which can be in multiple cities, but you lose some control and security. An on-premise VoIP solution has more control but less redundancy. A hybrid solution uses the strengths of both — your core system is on-premise for more control and security, while your redundancy or fail-over is at an off-site location.
Smaller businesses tend to lean toward a hosted solution; they don’t have the resources to manage an on-premises VoIP solution. The upgrades and updates are part of the service. It is also an operating expense, rather than a capital expense.
Are these systems something only larger companies can afford?
When this technology first came out it was expensive, but that’s changed dramatically over the past 10 to 15 years, as it moves away from hardware toward software. You can run your whole phone system from a laptop.
You should match your needs with the right phone system, however, so you get everything you want and aren’t paying for features you don’t need. Your VoIP solutions adviser can help determine what you want to do with your system and how to alleviate pain points.
What are some other concerns with VoIP?
One of the biggest questions is: What kind of call quality am I going to get because my calls may be going over the Internet?
The linchpin to a successful system is your connection type. A lot of small to midsized businesses are attracted to a best effort type of connection, a cable modem connection, but these connections don’t necessarily include quality of service (QOS).
Voice traffic is more sensitive to packet loss than data traffic. There may be slight hiccups in your connection that you’d never notice as you’re looking at email or surfing the Internet, but you’d notice those same hiccups right away with voice. If a lot of bandwidth is being consumed, QOS prioritizes voice traffic over data.
Another concern is the infrastructure. Voice and data now ride over the same network, so a solid, internal infrastructure is critical. Again, your VoIP vendor can help, through upfront discovery, try to identify potential problems that could throw the implementation off track. It’s advantageous to work with a provider that understands and offers both voice and data solutions.
Finally, many people are concerned about security. This is a legitimate concern, and you may need additional hardware if you require stronger encryption.
In today’s workforce, mobility, flexibility and efficiency give you a competitive advantage. VoIP can help with that, so work closely with the experts to make sure you’ve laid any concerns to rest.
Insights Telecommunications is brought to you by Warwick
