Because VoIP is a data-based technology, it allows greater interconnectivity with the company data network. These capabilities will vary with the VoIP hosting provider, who provides templates that allow the customer to integrate voice with other data sources. Some will even create a custom application if a business requires it.
For example, a business may choose to place a “Click and Call” feature that allows instant access to customer support from the company website. With Web and video conferencing, they can even see who they’re talking with, for a more personalized experience. An application can also be designed that allows customer service representatives to see a pop-up when customers call which provides customer account and contact information for improved service quality.
A VoIP system can be used to screen where calls are routed. Calls can be routed to an automated attendant, even for employees in multiple cities. This lets a small company appear larger. When customers call, they will hear, “To reach Jim Smith, enter 4111, to reach John Jones, enter 4122,” etc. The customer never realizes that each employee is in another city, state, or country. VoIP can also be programmed to block certain phone numbers, or place them on “virtual ring”, where the call never comes through.
Rapid credit card machine authorizations are another business benefit of VoIP phone service with the low cost option of adding additional lines as data lines. “The credit card machine line can be ‘on’ all the time, and provides lightening-fast validations,” says Scarborough. “It’s also a very cost-effective solution for point of sale systems. Instead of a cash register dialing into the network, it can be kept on 24/7, at little charge.”