While it is impossible to know precisely how technology will evolve in the future, VoIP has several practical features that are already making it a valuable business communication solution.
5G networking provides internet speeds 100 times faster than 4G, a larger bandwidth capacity, and can prioritize network packets to ensure smooth VoIP calling experiences.
AI Integration
VoIP by Ooma has long been a leading choice for businesses seeking to streamline communication processes and gain a competitive edge. However, the demands of a modern business require more than just a reliable and cost-effective solution. Companies must improve call quality, personalize customer interactions and promptly analyze their calls. This is where AI can help.
Adding AI to your VoIP system enhances its functionality and benefits customers more. For instance, voice AI can automatically transcribe calls and send the transcripts to your customer’s email or preferred messaging app. This feature reduces wait times and saves valuable resources for your business.
AI integration also helps businesses optimize their call routing strategy. For example, it detects low bandwidth and routes calls to a different network without human intervention. This feature is especially beneficial to telemarketing and call center operations. It ensures distortion-free communication and boosts the productivity of your consumer service agents.
Omni-Channel Communication
Omnichannel communication is a customer service strategy that allows customers to contact your business via their preferred channel. This includes mobile messaging, email, social media chats, and telephone support. An omnichannel approach will enable companies to interact with customers through AI-based tools such as interactive voice response and chatbots.
Omni-channel communications help eliminate data silos, prevent consumers from repeating issues to different representatives, and improve first-call resolution rates by 67%. These higher levels of first-call resolution increase customer satisfaction and loyalty while lowering churn by 35%.
Mobile Integration
Suppose you’ve ever spoken to a company representative who could answer your questions and resolve your issues without placing you on hold or making you call back. In that case, chances are that rep used VoIP integrations. These features automate and streamline processes, reducing time spent on customer calls and improving overall customer satisfaction.
A VoIP phone system can be used with any device with an internet connection and sound capability. This can include traditional business phones that look very similar to the analog phones you have been using for years or devices like tablets, smartphones, or computers equipped with software that makes them function as VoIP phones.
This means that when your team members are out of the office, they can work remotely and stay connected. This mobile functionality also enables your employees to use valuable features on their mobile phones that they might not have previously accessed, such as auto-replies, call recording, CRM integrations, visual voicemail, and more.
Increased Security
During VoIP’s early years, IT leaders were more concerned about audio quality and cost than security. However, as data breaches have become commonplace and can cost businesses millions of dollars to recover from, it’s time for CTOs to take cybersecurity seriously.
VoIP phone systems use an internet source, most commonly WiFi, to be vulnerable to cyber attacks like phishing and distributed denial of service. Hackers can also eavesdrop on conversations, deposit malware that steals user ids or passwords, and generate toll fraud by artificially sending calls to premium rate numbers.
Thankfully, VoIP phone systems can be secured with encryption that protects call data packets and ensures the voice channel during transmission. Additionally, most VoIP providers provide a secure firewall and VPN that can limit access to your network from outsiders. Moreover, many offer remote device management that allows employees to wipe the devices remotely if they leave the company or their phones are lost or stolen.
