How can features be used within a business?
VoIP deployments used to be only associated with multiple locations and global entities, but new and expanding features provide compelling reasons to evaluate and consider VoIP technologies for businesses of all capacities. Call centers as well as service centers utilize customizable software license packages that enable multiple auto attendants, with multi-language abilities, to route calls to multiple call groups. The VoIP system will indicate the position of a call in the call queue and relay expected wait time to both the user and caller. Overflow routing can queue a call, place in a holding pattern, and forward it to a less active user or a prominent sales associate, reducing the chance of a missed call or lost sale. Call attached data components can track vital notes and caller identification information and allow data to be exported in various forms. Utilizing a PC in place of, or as an accessory to the phone set, will enable a screen ‘pop-up’ to display a customer’s information prior to taking the call. This allows the user, whether in the accounting, sales, or inventory departments to simultaneously view data as well as use all of the features of their desk phone from their PC screen utilizing IP Softphones. The IP Softphone is an incredible tool that gives the user complete phone system features from the laptop or even a PDA device utilizing Bluetooth technology.
How does this technology benefit today’s remote and telecommuting work force?
Previously only available to receptionists, call appearance and busy extension details are now available to every user. Current VoIP applications can grant access to extension status and incoming call handling and allow anyone to transfer calls to the proper user while informing the user if the transfer will result in a voicemail or land in another queue. Additionally, users can activate a ’find-me, follow-me’ feature that forwards to multiple numbers or extensions until the desired recipient is contacted. To give a 24/7 presence, home phones and computers as well as cell phones can be a part of the network. Telecommuters and sales departments may assign a supervisor to silently monitor calls and provide a ’barge-in’ feature to allow a more experienced representative to handle sensitive situations. Utilizing Exchange servers and Outlook email clients provides system-wide communication options as well. Voicemail messages taken by the VoIP phone system can be converted to text or wave files to be forwarded to a cell or smart phone, email, or voicemail on a different phone. Internal callers can access cellular networks for emergency redundancy or utilize an independent software gateway.
What about businesses with more than one location?
The most notable environment for VoIP deployments remains with the connection of multiple offices through data connections creating a transparent environment between the users. The use of a single receptionist to handle all calls in a multiple location environment reduces overall operation costs. The common challenge that a VoIP phone system can resolve is the effective management of remote users by giving access to all of the management tools available internally. The elimination of toll charges between locations is another benefit when deploying a VoIP phone system.
When effectively deployed with an existing data infrastructure, a VoIP phone system is the most practical foundation for businesses looking to converge their voice and data applications. Clearly, VoIP is quickly becoming the standard for cutting edge businesses and, when coupled with a technology that can save and make money, the implementation justifies the means.
Jose Zamora is a senior IT technician at ATW Management Inc. Reach him at [email protected] or (281) 931-8400.