As communication technologies continue to evolve, VoIP phone systems are becoming increasingly popular and widely used across businesses of sizes and industries. A growing number of today’s call centers are also switching to VoIP as an alternative to outdated traditional landline phones due to cost-savings, increased flexibility, scalability, reliability, and advanced communication features VoIP offers.
What is VoIP?
VoIP (stands for Voice Over Internet Protocol) is a technology that enables users to make and receive phone calls over the Internet instead of using the traditional landline Public Switched Telephone Network (PSTN). VoIP phone systems are also referred to as IP telephony, internet telephony, virtual telephony, online phone systems, or cloud-based phone systems.
VoIP systems can be implemented by means of using VoIP phones, softphones, or by connecting traditional analog phones to a VoIP system through an analog telephone adapter. To handle VoIP calls, you need a stable, uninterrupted internet connection and a VoIP phone service provider.
How Does VoIP Work?
VoIP technology converts voice audio signals into data packets, which are then compressed and transmitted to the recipient over the IP network (a Local Area Network or online). Once these data packets reach their destination, they are decompressed and converted back into audio signals at the receiving end, enabling real-time communication through voice calls.
VoIP calls can be made between VoIP-enabled devices, such as hardware-based VoIP phones or software-based VoIP phones called softphones (these are programs or apps installed on a computer or mobile device). Besides, VoIP calls can also be made between VoIP-based devices and traditional landline phones through VoIP gateways or VoIP service providers offering connections between VoIP and PSTN.
Benefits of VoIP Phone Systems
Businesses primarily favor VoIP technology because it can deliver better voice and overall call quality as compared to landline phones as long as there’s a strong, uninterrupted internet connection. That allows for clearer sound and more natural-sounding conversations. Other key benefits include:
VoIP offers significant cost-savings, which is one of the most significant advantages for businesses. It has been estimated that after switching to VoIP, businesses can benefit from an average savings of 25% to 40% on telecom charges. There is much less startup cost involved because there is no need to purchase expensive equipment. And since VoIP allows businesses to make telephone calls over the internet, they can save on international and long-distance phone calls.
VoIP systems often come with a wide range of features that are not commonly available with traditional landline phones. These may include features like virtual numbers, IVR and auto attendant, call routing and forwarding, call queue management, call recording, video conferencing, voicemail, etc. VoIP systems also typically provide call analytics and reporting capabilities, allowing businesses to track critical metrics and KPIs.
VoIP offers considerably more flexibility than traditional phone lines. As long as agents have a computer or a mobile phone and a broadband internet connection, they can handle incoming calls or make outbound calls regardless of their physical location. This is a significant advantage for businesses with geographically distributed teams and remote employees, enabling them to stay connected and collaborate effectively no matter where they are located.
Unlike a traditional phone system, VoIP systems are easily scalable, allowing businesses to add phone numbers as their team grows or remove them as needed, instantly adapting to the changing requirements of an organization. Any changes in the number of users, phone lines, or features can be done seamlessly, without significant disruptions or complex modifications of the call center’s infrastructure.
VoIP services can be integrated with various business systems and applications, including Customer Relationship Management (CRM) systems, help desk and ticketing systems, team collaboration tools, web conferencing tools, etc. That helps businesses improve the efficiency of their support teams, streamline agent workflows, and enhance communication and collaboration within teams.
Key Features of a VoIP System
Call routing is a basic feature of VoIP call center software providers that distributes incoming calls to appropriate departments or agents based on certain pre-defined criteria. There are different types of call routing options that can be set based on a call center’s specific needs.
E.g., with skill-based routing, inbound calls are routed to call center agents with the most relevant skill set and expertise to handle certain types of requests, enabling them to handle customer requests quickly and efficiently while minimizing call transfers. That helps reduce the Average Handle Time, improve the First Call Resolution rate, and increase customer satisfaction.
Call forwarding allows redirecting inbound calls to another phone number associated with the same agent or department, enabling greater accessibility and flexibility. For example, if an agent receives an incoming call to their desk phone and the call goes unanswered after a set number of rings, it can be forwarded to the agent’s smartphone, directed to the voicemail, or sent to another agent. That VoIP feature is especially valuable for remote agents as it eliminates the need for them to be tied to a single location to handle inbound calls.
IVR and auto attendant
IVR (Interactive Voice Response) is a fundamental feature available with most VoIP providers. When a customer dials a company’s number, the IVR system or an auto attendant interacts with the caller through the pre-recorded voice prompts, speech recognition, and IVR menu options.
Based on the caller’s input and the gathered information (such as desired department or agent and the reason for the call), the IVR system routes the call to the relevant department or specific agent, helping call centers improve FCR and CSAT scores. IVR systems also allow callers to get information and perform basic actions (like checking their account balance, tracking order status, or scheduling an appointment) through the IVR self-service menu, without interacting with a human agent.
Call queue management
Call queueing enables efficient inbound call management, specifically for call centers managing typically high inbound call volumes. When a call center receives a large volume of inbound calls, callers are placed in a virtual call queue in an organized manner and wait on hold until a relevant agent becomes available to handle their call. That helps reduce wait times, Call Abandonment Rate, and customer frustration. In addition, with a queue callback enabled, callers can opt for receiving a callback from an agent, instead of waiting on hold, which also helps reduce overall call center costs.
Call recording enables call centers to record calls between agents and customers either automatically or on demand. Managers can evaluate call recordings to assess agent performance, for call center quality assurance purposes, and identify agent training gaps and coaching opportunities. When integrated with AI Speech Analytics tools, call recordings can also be automatically transcribed, translated, and analyzed, providing managers with valuable insights.
Call analytics and reporting
Basic call analytics and reporting are typically available with most VoIP service providers as a built-in feature, while some also offer advanced analytics as an add-on for higher-tier subscription plans.
Call analytics capabilities allow monitoring call volumes, the Average Handle Time, FCR rate, Call Abandonment Rate, and a number of other call center metrics and Key Performance Indicators (KPIs) and visualize them through reports and dashboards. That helps managers and leaders make more informed decisions about improving their call center process, operations, and customer service quality.
VoIP telephony is often utilized in auto dialer software solutions, which are essential tools for sales-oriented outbound call centers making large volumes of outbound calls. Auto dialing software systems automatically dial numbers of prospects or customers from the list of contacts in the database. That eliminates the need for agents to dial numbers manually and saves them time and effort by ensuring agents are connected to calls only when an actual person is on the other end and ready to talk.
By using different types of auto dialers, such as predictive dialers, power dialers, preview dialers, or progressive dialers, call center agents can make more outbound calls, improve their performance through increased talk time, and generate more successful outcomes (such as actual sales, closed deals, booked appointments, etc.).
Business text messaging may come either as a default or an add-on feature of VoIP service vendors. It allows sending and receiving individual SMS texts and bulk text messages. By leveraging text messaging, businesses can scale their engagement efforts, deliver proactive service notifications, run outreach marketing campaigns, and improve conversions. E.g., with VoiceSpin’s bulk SMS text messaging, you can send personalized bulk SMS messages, customized to your audiences and scheduled to be sent at specific times.
How to Get Started with a VoIP Phone System
The most important thing to get started with a VoIP phone system is a high-speed internet connection and a router to connect your VoIP devices to the internet. To function properly and maintain high call quality, VoIP systems usually require a minimum bandwidth of 90-156 kbps. If you want to connect your existing analog desk phones or other on-premises devices to your VoIP network, an analog telephone adapter (ATA) is required.
In general, getting up and running with a VoIP phone system, the following steps are necessary:
- Identify your objectives, required features, and integration needs.
- Select a reliable VoIP provider offering features that match your needs.
- Ensure your current internet connection has sufficient bandwidth to handle VoIP calls.
- Choose the appropriate VoIP devices for your setup (physical phones or softphones).
- Set up your VoIP devices and configure them to work with your selected VoIP provider.
- Integrate your CRM system or other business applications with the VoIP telephony.
- Set up call routing rules to route inbound calls to relevant departments or agents.
- Provide training to agents to ensure they use the system effectively.
- Conduct regular monitoring and quality assurance and optimize the system as needed.
How to Choose a VoIP Service Provider
When choosing a VoIP provider, businesses should take into account many factors, including a set of features and technical specifications, the system’s flexibility and scalability, integration options with third-party business systems and applications, the level and availability of service and support provided, customer reviews, etc. The most critical factors to consider are:
Most importantly, a VoIP provider must offer excellent call quality and stability and reliability of the system to ensure your call center operations run smoothly, efficiently, and with minimal downtime and disruptions. Consider if the following features are available:
- Advanced call management features
- Interactive Voice Response (IVR)
- Reporting and analytics
- Security and data protection
- Compliance with relevant regulations
Focus on whether or not the provider offers features that are essential to your specific business needs. E.g., if you are operating an outbound call center, look for providers offering outbound dialing capabilities.
Scalable VoIP telephony solutions allow businesses to easily scale up or down their VoIP plans whenever their needs change. E.g., if a business grows and expands its operations, it should be able to add new users and/or features without requiring major adjustments. Scalable VoIP systems allow for more flexibility and cost-efficiency because they prevent you from paying for features that your business doesn’t need. You may also want to consider providers that allow you to add more communication channels as your business evolves.
To ensure efficient operations and streamlined agent workflows, prioritize VoIP platforms that can be seamlessly integrated with third-party business systems and applications, such as CRM systems, team collaboration apps, and helpdesk tools to extend their capabilities.
For example, VoiceSpin’s VoIP call center software integrates with CRM systems like Salesforce, Zoho, HubSpot, Pipedrive, and others. It allows agents to easily pick up inbound calls and place outbound calls right from the CRM system, without switching between the two interfaces. It also provides agents with easy access to customer information, enabling them to deliver more personalized experiences. When calls are coming in, a screen pop appears, displaying the caller’s customer profile and all the available details of previous interactions, giving agents more context for more meaningful interactions.
Evaluate the level of customer service and support offered by the provider. Instantly available, responsive, and reliable customer support is crucial for resolving issues quickly and efficiently and ensuring smooth operation. Some of the key points to find out when researching VoIP providers are:
- How many support channels are available?
- Is customer support available 24/7, or are there specific support hours?
- What is the average response time for customer support requests?
- Are there premium support options?
- Is there an additional cost for premium customer support?
- How does the provider handle requests during holidays or weekends?
- What user training materials and self-help resources are available?
- Can the vendor provide references from existing customers regarding their support quality?
Asking these questions will give you insights into the efficiency, responsiveness, reliability, and overall quality of support offered by the VoIP provider to its customers. It’s also crucial to choose a provider that offers uninterrupted uptime and is committed to high-security standards to assure customer data is protected.
Kwa kuwa teknolojia ya mawasiliano inaendelea kubadilika, mifumo ya simu ya VoIP inazidi kuwa maarufu na kutumika sana katika biashara za ukubwa na viwanda. Idadi kubwa ya vituo vya simu vya leo pia vinabadilika kwa VoIP kama mbadala wa simu za jadi za zamani kwa sababu ya akiba ya gharama, kuongezeka kwa kubadilika, kubadilika, kuegemea, na huduma za mawasiliano ya hali ya juu ambazo VoIP inatoa. VoIP ni nini? VoIP (Voice Over Internet Protocol) ni teknolojia ya simu ambayo inaruhusu watumiaji kufanya na kupokea simu kupitia mtandao badala ya kutumia kawaida ya kawaida ya umma switched mtandao wa simu (PSTN). VoIP pia inajulikana kama simu ya IP, simu ya mtandao, simu ya virtual, mfumo wa simu ya mtandaoni, au mfumo wa simu ya wingu. VoIP inaweza kutumika kwa kutumia simu za VoIP, simu za mkononi, au kwa kuunganisha simu za kawaida za analog kwa mfumo wa VoIP kupitia adapter ya simu ya analog. Ili kuweza kutumia simu za VoIP, unahitaji mtandao wa internet na mtoa huduma wa simu za VoIP. VoIP inafanyaje kazi? VoIP ni teknolojia ya kugeuza sauti ya sauti katika pakiti za data, ambazo kisha hufupishwa na kupitishwa kwa mpokeaji kupitia mtandao wa IP (mtandao wa eneo la ndani au mtandaoni). Mara baada ya pakiti hizi za data kufikia marudio yao, zinapunguzwa na kubadilishwa tena kuwa ishara za sauti kwenye mwisho wa kupokea, kuwezesha mawasiliano ya wakati halisi kupitia simu za sauti. Simu za VoIP zinaweza kufanywa kati ya vifaa vinavyoweza kuwezesha VoIP, kama vile simu za VoIP za vifaa au simu za VoIP za programu zinazoitwa softphones (hizi ni programu au programu zilizowekwa kwenye kompyuta au kifaa cha rununu). Kwa upande mwingine, simu za VoIP zinaweza kuunganishwa na vifaa vya VoIP na simu za kawaida za simu za kawaida kupitia milango ya VoIP au watoa huduma za VoIP zinazotoa uhusiano kati ya VoIP na PSTN. Faida za VoIP Simu Systems Biashara hasa kupendelea teknolojia ya VoIP kwa sababu inaweza kutoa sauti bora na jumla ya wito ubora ikilinganishwa na simu za ardhi kwa muda mrefu kama kuna nguvu, uninterrupted uhusiano wa mtandao. Hilo huruhusu sauti iwe wazi zaidi na mazungumzo ya kiasili zaidi. VoIP inatoa mapato makubwa ya gharama, ambayo ni moja ya faida kubwa kwa biashara. Kwa mfano, baada ya kuhamia VoIP, biashara zinaweza kupata faida ya wastani wa kuokoa asilimia 25 hadi 40 ya gharama za mawasiliano. Kuna gharama kidogo sana ya kuanzisha kwa sababu hakuna haja ya kununua vifaa vya bei ghali. VoIP pia inaruhusu biashara kufanya simu kupitia mtandao, na inaweza kuokoa gharama za simu za kimataifa na za umbali mrefu. VoIP ni mfumo wa mawasiliano ya simu ambayo ina uwezo wa kuunganisha vitu ambavyo haipatikani kwa kawaida kwenye simu za kawaida. Hii inaweza kujumuisha vipengele kama vile nambari halisi, IVR na mtumishi wa gari, wito routing na forwarding, wito foleni usimamizi, wito kurekodi, mkutano wa video, barua ya sauti, nk. VoIP pia hutoa uwezo wa uchambuzi wa simu na kuripoti, na kuruhusu biashara kufuatilia vipimo muhimu na KPI. VoIP inatoa kubadilika zaidi kuliko mistari ya simu ya jadi. Kama wewe ni mteja wa simu ya mkononi au kompyuta, unaweza kufanya wito wa nje na wa ndani bila kujali eneo lako. Hii ni faida kubwa kwa biashara zilizo na timu zilizosambazwa kijiografia na wafanyikazi wa mbali, ikiwawezesha kukaa kushikamana na kushirikiana kwa ufanisi bila kujali mahali walipo. Tofauti na mfumo wa simu ya jadi, VoIP ni rahisi scalable, kuruhusu biashara kuongeza namba za simu kama timu yao inakua au kuondoa kama inahitajika, mara moja kukabiliana na mahitaji ya kubadilisha ya shirika. Mabadiliko yoyote katika idadi ya watumiaji, mistari ya simu, au vipengele inaweza kufanyika seamlessly, bila usumbufu mkubwa au marekebisho tata ya call center ya miundombinu. Huduma za VoIP zinaweza kuunganishwa na mifumo mbalimbali ya biashara na maombi, ikiwa ni pamoja na mifumo ya usimamizi wa uhusiano wa wateja (CRM), mifumo ya meza ya msaada na tiketi, zana za ushirikiano wa timu, zana za mkutano wa wavuti, na mengineyo. Hii inasaidia biashara kuboresha ufanisi wa timu zao za msaada, kurahisisha mtiririko wa kazi ya wakala, na kuboresha mawasiliano na ushirikiano ndani ya timu. Routing ya simu ni kipengele cha msingi cha watoa huduma za programu za kituo cha simu cha VoIP, ambayo husambaza simu zinazoingia kwa idara au mawakala wanaofaa kulingana na vigezo fulani vilivyoainishwa mapema. Kuna aina tofauti za chaguzi za routing wito ambayo inaweza kuweka kulingana na mahitaji maalum ya kituo cha wito. Kwa mfano, kwa njia ya ujuzi, wito unaokuja hupelekwa kwa mawakala wa kituo cha simu na seti ya ujuzi na utaalam unaofaa zaidi kushughulikia aina fulani za maombi, na kuwawezesha kushughulikia maombi ya wateja haraka na kwa ufanisi wakati wa kupunguza uhamisho wa wito. Hiyo husaidia kupunguza wastani Handle Time, kuboresha kiwango cha kwanza wito Resolution, na kuongeza kuridhika kwa wateja. Kuelekeza simu inaruhusu kuelekeza simu zinazoingia kwa nambari nyingine ya simu inayohusishwa na wakala au idara hiyo hiyo, ikiruhusu upatikanaji mkubwa na kubadilika. Kwa mfano, kama wakala anapokea wito unaokuja kwenye simu yake ya dawati na simu haijibiwa baada ya idadi fulani ya pete, inaweza kuelekezwa kwa simu ya mkononi ya wakala, kuelekezwa kwa barua ya sauti, au kutumwa kwa wakala mwingine. Vifaa vya VoIP ni muhimu sana kwa mawakala wa mbali, kwani huondoa haja ya kuwa na uhusiano na eneo moja ili kushughulikia simu zinazoingia. Vipengele vya IVR (Interactive Voice Response) na Vipengele vya Auto Attendant (Auto Attendant IVR) ni vipengele vya msingi vinavyopatikana na watoa huduma wengi wa VoIP. Wakati mteja anapoita nambari ya kampuni, mfumo wa IVR au mhudumu wa gari huingiliana na mwitaji kupitia maelekezo ya sauti yaliyorekodiwa mapema, utambuzi wa hotuba, na chaguzi za menyu ya IVR. Kulingana na pembejeo ya mwitaji na habari zilizokusanywa (kama vile idara au wakala anayetaka na sababu ya wito), mfumo wa IVR unaelekeza wito kwa idara husika au wakala maalum, kusaidia vituo vya wito kuboresha alama za FCR na CSAT. Vifaa vya IVR pia huruhusu wapiga simu kupata habari na kufanya vitendo vya msingi (kama kuangalia usawa wa akaunti yao, kufuatilia hali ya agizo, au kupanga miadi) kupitia menyu ya huduma ya kibinafsi ya IVR, bila kuingiliana na wakala wa binadamu. Kuita queue usimamizi: Kuita queue usimamizi wa simu inakuja kwa ufanisi, hasa kwa ajili ya vituo vya simu usimamizi kawaida kubwa inbound wito kiasi. Wakati kituo cha simu kinapopokea idadi kubwa ya simu zinazoingia, wapiga simu huwekwa katika foleni ya simu ya kawaida kwa njia iliyopangwa na kusubiri hadi wakala husika atakapopatikana kushughulikia simu yao. Hiyo husaidia kupunguza muda wa kusubiri, Kiwango cha Kuacha Simu, na kukatishwa tamaa kwa wateja. Kwa kuongezea, kwa kuwezesha wito wa nyuma wa foleni, wapiga simu wanaweza kuchagua kupokea wito wa nyuma kutoka kwa wakala, badala ya kusubiri, ambayo pia husaidia kupunguza gharama za jumla za kituo cha simu. Call kurekodi inawezesha vituo vya wito kurekodi wito kati ya mawakala na wateja ama moja kwa moja au juu ya mahitaji. Wasimamizi wanaweza kutathmini rekodi za simu ili kutathmini utendaji wa wakala, kwa madhumuni ya kuhakikisha ubora wa kituo cha simu, na kutambua mapungufu ya mafunzo ya wakala na fursa za kufundisha. Wakati kuunganishwa na AI Speech Analytics zana, wito rekodi pia inaweza moja kwa moja transcribed, kutafsiriwa, na kuchambuliwa, kutoa wasimamizi na ufahamu muhimu. Utafiti wa wito na ripoti: Uchambuzi wa wito wa msingi na ripoti kwa kawaida zinapatikana na watoa huduma wengi wa VoIP kama kipengele cha kujengwa, wakati wengine pia hutoa uchambuzi wa hali ya juu kama nyongeza kwa mipango ya usajili wa ngazi ya juu. Uwezo wa uchambuzi wa wito unaruhusu ufuatiliaji wa kiasi cha wito, wastani wa wakati wa kushughulikia, kiwango cha FCR, kiwango cha kuacha wito, na idadi ya vipimo vingine vya kituo cha wito na viashiria muhimu vya utendaji (KPIs) na kuiona kupitia ripoti na dashibodi. Hii inasaidia wasimamizi na viongozi kufanya maamuzi zaidi ya habari kuhusu kuboresha mchakato wao wa kituo cha simu, shughuli, na ubora wa huduma ya wateja. VoIP simu ni mara nyingi kutumika katika auto dialer programu ufumbuzi, ambayo ni zana muhimu kwa ajili ya mauzo-oriented nje wito vituo kufanya kiasi kikubwa cha simu nje. Auto dialing mifumo ya programu moja kwa moja kupiga namba ya matarajio au wateja kutoka orodha ya mawasiliano katika database. Hii inazuia mahitaji ya mawakala kupiga nambari kwa mkono na kuokoa wakati na juhudi kwa kuhakikisha mawakala wanaunganishwa kwa simu tu wakati mtu halisi yuko upande mwingine na yuko tayari kuzungumza. Kwa kutumia aina tofauti za dials za moja kwa moja, kama vile dials za utabiri, dials za nguvu, dials za preview, au dials za maendeleo, mawakala wa kituo cha simu wanaweza kufanya simu zaidi za nje, kuboresha utendaji wao kupitia muda wa kuongea, na kuzalisha matokeo ya mafanikio zaidi (kama vile mauzo halisi, mikataba iliyofungwa, miadi iliyowekwa, nk). Ujumbe wa maandishi ya biashara inaweza kuja ama kama default au kipengele cha kuongeza ya wauzaji wa huduma ya VoIP. Inaruhusu kutuma na kupokea maandishi ya SMS ya mtu binafsi na ujumbe wa maandishi ya wingi. Kwa kutumia ujumbe wa maandishi, biashara zinaweza kuongeza juhudi zao za ushiriki, kutoa taarifa za huduma za proactive, kuendesha kampeni za uuzaji wa ufikiaji, na kuboresha ubadilishaji. Kwa mfano, na ujumbe wa maandishi ya SMS ya VoiceSpin, unaweza kutuma ujumbe wa SMS wa kibinafsi, uliobadilishwa kwa watazamaji wako na uliopangwa kutumwa kwa nyakati maalum. Jinsi ya kuanza na mfumo wa simu ya VoIP: Njia ya kwanza ya kuanza na mfumo wa simu ya VoIP ni kuwa na mtandao wa kasi na router ya kuunganisha vifaa vyako vya VoIP kwenye mtandao. Ili kufanya kazi vizuri na kudumisha ubora wa wito wa juu, mifumo ya VoIP kawaida inahitaji upana wa bendi ya chini ya 90-156 kbps. Ikiwa unataka kuunganisha simu zako za analog au vifaa vingine vya ndani ya eneo lako kwenye mtandao wako wa VoIP, adapter ya simu ya analog (ATA) inahitajika. Kwa ujumla, kupata juu na mbio na mfumo wa simu VoIP, hatua zifuatazo ni muhimu: - Kutambua malengo yako, vipengele required, na mahitaji ya ushirikiano. - Chagua mtoa huduma wa VoIP wa kuaminika anayetoa vipengele vinavyolingana na mahitaji yako. - Hakikisha uhusiano wako wa sasa wa mtandao una bandwidth ya kutosha kushughulikia simu za VoIP. - Chagua vifaa vinavyofaa vya VoIP kwa kuanzisha kwako (simu za kimwili au softphones). Kuanzisha vifaa vya VoIP na kuanzisha yao kufanya kazi na mtoa huduma wako VoIP kuchaguliwa. - Kuunganisha mfumo wako wa CRM au maombi mengine ya biashara na simu ya VoIP. - Kuanzisha sheria ya wito routing kwa njia ya wito inbound kwa idara husika au mawakala. - Kutoa mafunzo kwa mawakala ili kuhakikisha wao kutumia mfumo kwa ufanisi. - Kufanya ufuatiliaji wa mara kwa mara na kuhakikisha ubora na kuboresha mfumo kama inahitajika. Wakati wa kuchagua mtoa huduma wa VoIP, wafanyabiashara wanapaswa kuzingatia mambo mengi, ikiwa ni pamoja na seti ya vipengele na vipimo vya kiufundi, kubadilika kwa mfumo na upana, chaguzi za ushirikiano na mifumo ya biashara ya mtu wa tatu na maombi, kiwango na upatikanaji wa huduma na msaada uliotolewa, maoni ya wateja, nk. Vipengele muhimu zaidi vya kuzingatia ni: Mtoa huduma wa VoIP lazima atoe ubora wa wito bora na utulivu na kuegemea kwa mfumo ili kuhakikisha shughuli zako za kituo cha simu zinaendesha vizuri, kwa ufanisi, na kwa muda mdogo wa kuzima na usumbufu. Angalia ikiwa huduma zifuatazo zinapatikana: - Vipengele vya juu vya usimamizi wa wito - Kujibu Sauti ya Maingiliano (IVR) - Ripoti na Uchambuzi - Usalama na Ulinzi wa Takwimu - Ufuatiliaji wa kanuni zinazohusiana - Angalia ikiwa mtoa huduma hutoa huduma ambazo ni muhimu kwa mahitaji yako maalum ya biashara. Kwa mfano, kama wewe ni kuendesha nje ya kituo cha wito, kuangalia kwa watoa kutoa nje ya kupiga simu uwezo. Ufumbuzi wa simu ya VoIP ya Scalable inaruhusu biashara kuongeza au kupunguza mipango yao ya VoIP mara tu mahitaji yao yanapobadilika. Kwa mfano, kama biashara inakua na kupanua shughuli zake, inapaswa kuwa na uwezo wa kuongeza watumiaji wapya na au vipengele bila kuhitaji marekebisho makubwa. Scalable VoIP mifumo kuruhusu kwa ajili ya kubadilika zaidi na gharama-ufanisi kwa sababu wao kuzuia wewe kutoka kulipa kwa ajili ya vipengele kwamba biashara yako haina haja. Unaweza pia kufikiria watoa huduma ambao hukuruhusu kuongeza njia zaidi za mawasiliano wakati biashara yako inabadilika. Ili kuhakikisha shughuli za ufanisi na mtiririko wa kazi wa wakala, toa kipaumbele kwa majukwaa ya VoIP ambayo yanaweza kuunganishwa kwa urahisi na mifumo ya biashara ya mtu wa tatu na programu, kama vile mifumo ya CRM, programu za ushirikiano wa timu, na zana za meza ya msaada ili kupanua uwezo wao. Kwa mfano, VoiceSpin's VoIP call center software inajumuisha na mifumo ya CRM kama Salesforce, Zoho, HubSpot, Pipedrive, na wengine. Inaruhusu mawakala kuchukua simu zinazoingia na kupiga simu zinazotoka moja kwa moja kutoka kwa mfumo wa CRM bila kubadilisha kati ya viunganishi viwili. Pia hutoa mawakala na upatikanaji rahisi wa habari ya wateja, kuwawezesha kutoa uzoefu zaidi wa kibinafsi. Wakati wito unakuja, screen pop inaonekana, kuonyesha profile mteja wa mwitaji na maelezo yote inapatikana ya maingiliano ya awali, kutoa mawakala mazingira zaidi kwa ajili ya maingiliano zaidi ya maana. Tathmini kiwango cha huduma ya wateja na msaada inayotolewa na mtoa huduma. Huduma ya wateja inayopatikana mara moja, inayoitikia, na ya kuaminika ni muhimu kwa kutatua masuala kwa haraka na kwa ufanisi na kuhakikisha operesheni laini. Baadhi ya pointi muhimu ya kupata wakati wa utafiti wa watoa huduma za VoIP ni: - Ni njia ngapi za msaada zinazopatikana? Je, msaada wa wateja unapatikana 24 7 au kuna masaa maalum ya msaada? - Ni muda gani wa wastani wa kujibu kwa maombi ya msaada wa wateja? - Je, kuna chaguzi za msaada wa premium? - Je, kuna gharama ya ziada kwa ajili ya msaada wa wateja premium? - Mtoa huduma hushughulikiaje maombi wakati wa likizo au miisho-juma? - Ni vifaa gani vya mafunzo ya watumiaji na rasilimali za kujisaidia zinazopatikana? - Je, muuzaji anaweza kutoa marejeo kutoka kwa wateja wa sasa kuhusu ubora wao wa msaada? Kuuliza maswali haya kutakupa ufahamu wa ufanisi, majibu, kuegemea, na ubora wa jumla wa msaada unaotolewa na mtoa huduma wa VoIP kwa wateja wake. Pia ni muhimu kuchagua mtoa huduma ambaye hutoa uptime uninterrupted na ni kujitolea kwa viwango vya juu vya usalama kuhakikisha data ya wateja ni kulindwa.