Voice over Internet Protocol (VoIP) has become key to business communication today. But it now carries more than voice, it also has video options. It is now standard for people to do video conferencing rather than voice calls. Small businesses, especially, stand to reap big from using VoIP systems. But to realize the full benefits of this enabling technology, a business must have the proper system. What are the must-have features you should look for in VoIP systems today?

Auto Attendant

An auto-attendant has become very desirable in today's environment of global 24/7 operations. The auto attendant offers a friendly welcome to customers and guides their calls. In addition, the attendant can route a call to the right department, which ensures seamless service.

The most important task for an auto attendant is to maintain customer contact. It registers all calls, which ensures no customer lead is lost. It also makes the business look professional by having a 24/7 presence.

Follow Up Call Routing

Call routing to numbers outside the office is a useful feature, especially for small businesses with limited staff. To find the recipient, the system routes the call to the next number listed until the numbers are exhausted. Most people list home numbers and then their cell phones.

This feature in business VoIP systems ensures your clients get live interaction every time they call instead of leaving a voicemail. As a result, it improves your customer support level, which earns you customer loyalty and sustained business.

Call Monitoring and Recording

Keeping tabs on how your system handles calls is important to maintaining customer Service Level Agreements (SLAs). Call monitoring allows you to see the ongoing calls, those on queue, and those on hold. If a call is on hold for too long, a supervisor can find out what's wrong.

Call recording is desirable in VoIP systems for quality assurance and legal reasons. The system can record both incoming and outgoing calls for future reference. It becomes useful in customer support staff reviews. It also helps when customers complain about poor customer service.

Business Tools Integration

VoIP systems today have to work alongside various business tools like Customer Relationship Management (CRM) systems. They must fetch data seamlessly from such tools for efficiency and productivity. Fortunately, most business VoIP systems plug into many popular business tools available, especially on cloud platforms. Higher integration translates to more efficient and coherent communication.

Are you looking to implement a communication platform that matches today's business needs? Talk to a VoIP systems solutions provider about deploying a system that fits your business needs.