16 VoIP Features You Can't Live Without In 2023

VoIP features are important for businesses because they offer various benefits that can improve communication, productivity, and customer service. Some of the key benefits of VoIP features for businesses include:

• Cost savings: VoIP features can help businesses save money on phone services by reducing the need for physical phone lines and hardware and offering lower rates for long-distance and international calls.

• Scalability: VoIP features can easily scale up or down to meet the changing needs of a business, such as adding or removing phone lines or expanding to new locations.

• Mobility: VoIP features can enable employees to work from anywhere with an internet connection, allowing for greater flexibility and productivity.

• Unified communications: VoIP features can integrate multiple communication channels, such as voice, video, messaging, and email, into a single platform, making it easier for employees to communicate and collaborate.

Related: What Is VoIP?

Essential VoIP Features

1. Auto-Attendant

An auto-attendant is a software-based phone system that uses voice recognition or touch-tone prompts to route incoming calls to the appropriate person. Businesses typically use this feature to manage incoming calls more efficiently and reduce the need for a receptionist. With an auto-attendant, callers can easily reach the person they need to speak with without human intervention.

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2. Call Forwarding

Call forwarding allows users to redirect incoming calls to another phone number or device. This feature is particularly useful for remote workers or employees on the go, as it ensures that they get all the crucial calls.

3. Call Recording

Call recording allows users to record and store phone conversations for later review. This feature is helpful for businesses that need to document customer interactions, monitor employee performance, or comply with legal regulations.

4. Conference Calling

Conference calling allows multiple users to participate in a single phone call. This feature is helpful for businesses that need to hold meetings with remote participants, as it eliminates the need for travel and allows for real-time collaboration.

5. Custom Hold Music

Custom hold music allows businesses to play a specific song or message for callers who are put on hold. This feature helps promote brand awareness, provides information about products or services, or entertains callers while waiting.

6. Call Blocking

Call blocking allows users to block calls from specific phone numbers or area codes. This feature is useful for businesses that want to avoid telemarketing or spam calls, save time, and increase productivity by reducing unwanted calls.

7. Call Queuing

Call queuing allows businesses to manage high call volumes by placing callers in a queue until a representative becomes available. This feature ensures that callers are not left on hold for an extended period and can be a valuable tool for managing customer service inquiries.

8. Direct Inward Dialing (DID)

Direct inward dialing allows businesses to assign a unique phone number to each employee or department. This feature is useful for companies that want to provide direct access to specific individuals or teams. It can improve customer service by eliminating the need to go through a central operator or receptionist.

Related: VoIP System Plans and Budgets

9. Find Me/Follow Me

Find me/follow me allows users to forward calls to multiple phone numbers or devices in a specific sequence. This feature is useful for mobile workers who may only sometimes be available at their desks, as it ensures that they can receive essential calls regardless of their location.

10. Fax Over IP

Fax over IP allows businesses to send and receive faxes using their VoIP system. This feature eliminates the need for a separate fax machine and can improve workflow by allowing users to send and receive documents more quickly.

11. Interactive Voice Response (IVR)

Interactive voice response uses voice recognition, or touch-tone prompts to interact with callers and route them to the appropriate person or department. This feature can be useful for businesses with high call volumes or complex call routing needs.

12. Mobile App

A mobile VoIP app allows users to make and receive calls using their mobile devices. This feature is useful for remote workers or employees who are on the go, enabling them to use their business phone system from anywhere.

13. Music on Hold

Music on hold allows businesses to play music for callers who are put on hold. This feature can help to improve the customer experience by providing a pleasant background sound while a customer is on hold, which can reduce the likelihood of them becoming frustrated or hanging up, and it can also be used as an opportunity to promote the business by playing marketing messages or information about the company's products or services.

14. Call Park

Call park allows users to put a call on hold and retrieve it from another phone or device. This feature allows a user to place a call on hold and "park" it at a specific extension or location so that another user or device can retrieve the call. This can be useful in several scenarios, such as when a user needs to transfer a call to another employee who is not immediately available or when a user needs to step away from their desk but wants to ensure that they can quickly retrieve the call when they return.

15. SMS and Text Messaging

VoIP SMS and text messaging allow users to send and receive text messages using their VoIP system. This feature works by converting text messages into data packets and transmitting them online. It can help to improve communication with customers and clients, as well as with remote workers and teams. It can also be a more cost-effective solution than traditional SMS and text messaging services, eliminating the need for separate phone lines or plans.

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16. Virtual Fax

Virtual fax allows users to send and receive faxes using their VoIP system. This feature works by converting faxes into digital data and transmitting them over the internet. Virtual fax can be a useful tool for businesses that need to send and receive documents quickly and securely.  It’s particularly convenient if you have to send regulatory sensitive documents that would need to be HIPAA or SOC 2 compliant. It eliminates the need for a physical fax machine and can improve workflow by allowing users to send and receive documents from anywhere.

Related: Choosing a VoIP Provider