While Voice-over-IP technology has been around for a while, in the last few years it has surged significantly to the point of becoming a modern necessity. From hosted communications platforms and managed on-premises devices to interLATA SIP trunking and last-mile SIP-to-legacy conversion circuits there is truly no business in these United States unaffected by VoIP. Organizations around the world have found this kind of communication channel to be increasingly essential as workers demand flexibility and business leaders seek lower costs and higher ROI.
The number of different ways that VoIP can simplify and improve enterprise operations is almost without bound, but the big three drivers certainly must be:
1) Supporting the mobile workforce
The modern workforce is increasingly connected and increasingly mobile in their personal lives, and they want that flexibility to extend into their work lives. Not content with answering emails on the beach, employees need the freedom to move about the world without being chained to a desk.
VoIP supports exactly this kind of mobile workforce because it takes uses data processing rather than specialized circuits, which means that you don’t need the physical circuitry of a desk phone; you can pack all of that intelligence into an app that workers can carry anywhere. This is a critical offering for attracting and retaining talent today and will only become more so in the future.
2) Eliminating complexity
One of the biggest obstacles in business is the provisioning of resources. Companies have traditionally had to anticipate their maximum possible call load and then pay for circuits to meet that demand or risk losing customer calls as they overflow. With every employee needing a desk phone expansion can be costly, time consuming, and difficult.
VoIP, again, saves the day by making the addition of a new employee as east as downloading an app or plugging in an auto-provisioning SIP phone. Increased call capacity can be enabled on-demand so you’re only using the circuits you need as you need them. This allows you to rule your costs, not the other way around. In such a tumultuous business environment this agility is absolutely critical.
3) Enabling unified communications
Customer experience today lives and breathes through data networks; from email and corporate websites to CRM packages and Twitter feeds every aspect of how customers communicate with a company is connected to the network in some way. Voice has traditionally been the outsider on the street, peering through the glass at the happy collaborative services inside, just waiting to be needed.
VoIP is the golden ticket that lets voice join the party. Because VoIP brings voice to a common service protocol it can now interoperate and mingle with other services to provide new ways of solving business problems and improving customer experience, allowing employees to see past the tools and focus on the customer in an immersive, completely customizable way.
There’s no question; VoIP is the weapon that allows you to dominate your competition. So, the real question is: are you getting the most out of VoIP?