VoIP is an innovative telephone communication solution that allows you to make phone calls via an internet connection with the use of VoIP phones, computers and other data driven devices. VoIP is robust and reliable and comes with a variety of features, such as the following:

• Auto-attendants, otherwise known as digital receptionists, which are voice menu systems that enable callers to be directly transferred to the relevant person’s extension
• Call forwarding, which reroutes incoming calls to different destinations
• Voicemail to text and voicemail to email messaging, which enable voice messages to be converted into text so that they can be read on a laptop or smartphone
• Call analytics, which enable to you to collect and measure phone call data in order for your marketing or sales team to optimise marketing campaigns and call handling

VoIP is versatile and easy to use, and is likely to benefit most companies who are considering a movement away from traditional landline systems. There are, however, specific industries in which the use of VoIP will be especially beneficial. Here are five of them.

E-Commerce

When it comes to E-Commerce, customers want their queries resolved within as short a time as possible, and a properly customised VoIP system can help in this regard. Some of the features we’ve mentioned will have a helping hand in improving aspects of any E-Commerce company’s customer service operations. For example, auto-attendants can be relied on automatically to direct customers to the right extension. In addition, calls can be recorded in order for customer claims to be verified, and, with the help of customer relationship management, customer service agents can quickly retrieve important customer data, such as recent purchases and shipping statuses.

Finance

With VoIP, financial enterprises can manage numerous office locations with virtual extensions. Secondly, with VoIP, they can harness the efficacy of call recording for the benefit of both their customers and their employees. Thanks to call recording and live call monitoring, agents in the employment of financial institutions can be trained and call quality can be improved. Not only that, these institutions can revisit conversations with customers and retrieve data from those calls in order to improve customer experience.

Healthcare

Numerous establishments within the healthcare industry can benefit from VoIP, from hospitals and clinics to nursing homes and care centres for the elderly. Calls can be directly transferred to the required department or even to a specific medical practitioner’s office, while call menus can be thoroughly customised.

Hospitality

Hospitality is all about giving the customer the most hassle-free experience possible, and a VoIP system can help in this regard. Auto-attendants and extension dialing can help to direct callers to the right departments or employees, while call recording can be used to measure employee performance, which can in turn be modified where necessary in order for better customer service in the future.

Travel

VoIP can help travel agencies offer better and more thorough customer experience. With this technology, agencies can reply as quickly as possible to their clients by getting voicemails through email. Call forwarding also allows clients to get in touch with the next available agent.

VoIP is an extremely impactful tool that should be harnessed by businesses in a variety of sectors. With features such as call recording, auto-attendants, call forwarding and voicemail to text or email, VoIP can positively affect both customer experience and employee performance.