VoIP business phone systems have impressive features, but how do you choose what you need for your business? Start your search with these top 40 VoIP features for your new phone system.
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Voice over Internet Protocol (VoIP) does more than connect your customers and employees with reliable phone service. These advanced phone systems can do it all, from integrating multiple communications systems to providing analytics to track performance and sales.
Before you sign up for a new phone system, know what features your business needs — and the ones it can live without. Keep reading to learn more about the most common VoIP features for business phone systems.
The Most Common VoIP Features For Business Phone Systems
Great features are one of the key components of VoIP phone systems. However, if your current phone system is pretty basic, having so many options can be overwhelming. We’ve made this influx of information a bit easier to digest by breaking VoIP features down into a few distinct categories.
Basic VoIP Features
We’ll start with the basics. Even the simplest phone systems are typically equipped with these features. Many of these features may be included with your monthly plan at no additional cost; however, this varies by carrier.
- Unlimited Calling: Most modern phone systems provide unlimited calling throughout the United States (and sometimes Canada). You can also add on international calling if you do business outside of the states.
- Voicemail: Most people are familiar with voicemail, which is used on business phones, home phones, and cell phones. This feature allows callers to leave a recorded message if you can’t answer the phone.
- Call Waiting: This feature uses a sound to notify you that another person is calling in while you’re on the phone with someone else.
- Call Forwarding: There are several call forwarding features available. Basic call forwarding allows you to forward calls to one phone number to another (i.e., you opt to forward calls to your office line to your cellphone while on vacation). Busy call forwarding is another option, which forwards calls to another employee if the line dialed is busy.
- Call Hold: This basic features lets you place a caller on hold if you’re unable to talk for a brief period.
- Caller ID: Caller ID allows you to see the name and number of callers before answering.
- Call Blocking: If you receive telemarketing calls, harassing calls, or other unwanted calls, your phone carrier should have a system set up for blocking these numbers.
- Three-Way Calling: Three-way calling allows you to add a third party to a phone call.
- Anonymous Call Rejection: This feature allows you to automatically block spam or callers that appear as anonymous on caller ID.
- Speed Dial: Numbers that you call frequently can be put on speed dial so you can get in touch with just the push of a button.
- Do Not Disturb: You and your employees can switch your line to do not disturb to route all callers directly to voicemail.
- Number Porting: If you’re switching phone carriers and want to keep your phone number, porting allows you to take your phone number with you to your new carrier.
Convenience Features
These features include automations and shortcuts that make communications easier for you, your employees, and your customers.
- Voicemail Drop: Voicemail drops are prerecorded messages that can be left on a customer’s email if your calls are not answered.
- Call Flip: Call flip allows the person using the phone to easily switch from one device to another (i.e., from a cellphone to an office phone) while on a call.
- Auto Dialer: An auto dialer automatically dials phone numbers from a designated list. In some cases, these lists can be pulled from your CRM. This is a time saver, as you don’t have to manually dial a list of numbers.
- Click To Call: This feature is useful for eCommerce sites, as it allows customers to click a button to get in touch by phone.
- Interactive Voice Response: Interactive voice response (IVR) is a feature that allows customers to receive support or information without talking to a human. For example, this automated system may allow them to make a payment by pressing a number key on their phone or by saying “make payment.”
- Call Queueing: During busy periods, call queueing can be used to organize calls, reduce hold times, and route callers to the correct employee.
Communication Features
While your phone system will still allow you to make and receive calls, your system can also be set up to allow you to communicate with employees and customers in new ways.
- Text Messaging: Some phone plans allow you to send and receive SMS and MMS messages.
- Video Conferencing: A built-in video conferencing feature from your carrier allows you to use video to chat with employees, host meetings with remote employees, or interview employees.
- Intra Company Calling: Intra company calling allows employees to call other employees by simply dialing an extension.
- Live Chat: Your phone system may be able to have a live chat option that customers can use instead of calling in.
- Intercom Systems: With this feature, a specific extension number can be dialed to make announcements via speakers. This is a good feature for warehouses or other large businesses.
- Online Faxing: Ready to ditch that bulky old fax machine? Some phone carriers offer online faxing services to easily send and receive documents.
- Push To Talk: Push To Talk (PTT) is a feature that works like walkie-talkies. With the push of a button, employees can communicate with each other without having to dial a phone number. This feature is particularly useful in manufacturing and construction industries.
- Multiple Device Access: This feature allows you and your employees to make and accept calls from numerous devices, including mobile phones, laptops, or desktop computers.
Additional Features
There’s no shortage of features with business VoIP systems. From vanity numbers that are memorable to training tools you can use for your employees, here are additional features that may be useful to your business.
- Advanced Call Management: This feature lets you determine what happens when calls are received. For example, you could set up calls to be forwarded, put on hold, or sent straight to voicemail.
- Priority Alerts: This feature allows you to receive instant notifications or custom ring tones when important callers are dialing in.
- Call Analytics: Analytics provide you with data about incoming and outgoing calls. You’ll typically have access to real-time data like average time to answer calls, unanswered calls, and calls received outside of office hours.
- Call Tracking: Call tracking is a great way to track the success of marketing efforts. With this feature, you’ll be able to track how callers found your business (i.e., through web search, email, or social media).
- Call Monitoring: Call monitoring allows someone not speaking on the line (such as a manager or supervisor) to listen in to the call. This is a great feature to have for training purposes.
- Call Screening: Call screening prioritizes the importance of phone calls. For example, spam calls may be dropped, while an irate customer who needs support may be pushed through immediately.
- Custom Hold Music: With this feature, you’ll be able to upload audio files that your customers can listen to while placed on hold.
- Toll-Free Numbers: A toll-free number allows your customers from all over the country to call without being charged a long-distance fee.
- Vanity Numbers: Vanity numbers are typically available for an additional fee. These numbers use the letters on the telephone keypad and are designed to be memorable for customers. (1-800-GO-FEDEX is an example of a vanity number.)
- Virtual Switchboard: There’s no need for an operator with a virtual switchboard. From your control panel, you can transfer calls to other employees and devices with just a few clicks.
- Call Whispering: With call whispering, a supervisor listens in on a call and is able to speak to the employee without the other caller hearing. This is a useful feature for training purposes, allowing the supervisor to coach a trainee if needed while on the phone with a customer.
- Call Barging: Similar to call whispering, call barging allows another employee to listen in on a call. However, with this feature, the other employee can intervene and enter the call if the employee needs help handling a situation.
- Third-Party Integrations: Third-party integrations allow you to connect your phone system with other apps and software, such as your CRM.
- Compliance: If your business is in the medical industry, Health Information Technology for Economic and Clinical Health (HITEC) and Health Insurance Portability and Accountability Act (HIPAA) compliance is a requirement. Some carriers offer features like data encryption to keep your business compliant.
What Features Do You Need For Your Business VoIP System?
The sheer number of features offered with VoIP service is pretty overwhelming — our list doesn’t even include everything offered by every provider! With so many options, how do you make a decision?
Start by setting a realistic budget before you start shopping for your options. Crunch the numbers and consider if some features will potentially replace services you already pay for.
Next, determine what your business needs and what your business would actually use. Sure, some features may sound pretty cool, but will you actually use them? Many features — particularly very advanced or niche features — will typically come at an added cost. These costs can rack up quickly if you add too many unnecessary add-ons. Keep a list of your must-haves on hand as you shop around.
Finally, research VoIP providers. You can start with our list of the best business VoIP phone systems. Check out reviews and providers’ websites, but don’t be afraid to reach out directly to any companies that pique your interest to find out about features that are popular in your industry. At the same time, remember that sales reps may try to sell you on something you don’t need, so keep your list from earlier in mind.
We hope this provides some insight into the many features of modern business phone systems. Good luck in your search for the right VoIP phone system for your business!
