The entire concept of “Work from Home” has evolved because of increasing Virtual Offices, and Virtual Phone System a.k.a. VoIP Phone System is an integral part of this concept.
Having a Virtual Global Number on a website is the need for the day. Virtual Phone Numbers let businesses save 50 to 75% after switching to VoIP. And there are n number of benefits why businesses are adopting virtual numbers.
However, before you buy a Virtual Phone System, there are some important terminologies you should know:
According to Wikipedia the definition of VoIP is:
“Voice over Internet Protocol (also voice over IP, VoIP or IP telephony) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet.”
In simple words, VoIP system enables customers to communicate globally over internet connection. VoIP is also known as Internet Telephony, Cloud Telephony System or Virtual Phone System.
Virtual Phone Number
The wikipedia definition of virtual phone number is:
“A virtual number, also known as direct inward dialing (DID) or access number, is a telephone number without a directly associated telephone line. Usually these numbers are programmed to forward incoming calls to one of the pre-set telephone numbers, chosen by the client: fixed, mobile or VoIP. A virtual number can work like a gateway between traditional calls (PSTN) and VOIP.”
Virtual phone numbers are the numbers that you can use with a cloud system and connect with your teams and clients globally. These numbers are generally divided into three types:
- Fixed Numbers
- Mobile Numbers
- Toll Free Numbers
Fixed Numbers are usually in the format of landline numbers and they provide facilities of incoming and outgoing callings. Businesses use such numbers to connect with their global clients. Here’s our own example:
Mobile Numbers are one step ahead in the game. With such numbers you can perform incoming and outgoing callings, and SMS features are also included. These virtual numbers can be used from VoIP system to connect with the teams and clients.
One such examples is this:
Toll Free Numbers are the most important numbers for any business because they are widely used for the support. As businesses have no geometrical boundaries, and customer support has become deadly important, companies are using toll free numbers to offer support without any charges. Customers enjoy the support without any charges because, businesses are paying for the incoming calling charges on behalf of customers. Have a look at such examples of our customer:
Interactive Voice Response
By definition Interactive Voice Response a.k.a. IVR means:
“Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue.”
In simple words, it’s the technology that allows users to choose the right options so they can reach to the right help. We all have experienced IVR System when we interact with eCommerce platform:
Press 1 To Know Your Order Details
Press 2 To Know Your Order Delivery Status
Press 3 To Cancel Your Last Order
Press 4 To Talk to Our Customer Care Executive
Companies are using IVR system to let their customers come with any query, so they can provide the right support. If you’re thinking about buying a virtual phone system, you must know about this feature and how to set an IVR system.
You can add 10 options for various purposes like Sales, Marketing, Support, etc. IVR system has become an essential part for any business as the customer support has become as important as delivering a product.
Analysis of the calls is extremely important for the sales teams, as they have to convince many clients every single day. By the analysis they can find out their success ration and performance.
User can have a close look at the call activities and download the entire report. User can also listen to the recordings to improve the performance. Users can see the visual presentation of each call activity like this:
These factors are highly important for any sales team. So, as a leader if you’re thinking about buying a VoIP system, you must check call analysis features.
User availability is an important factor when you’re using virtual phone numbers for customer support. Many times it happens when a user is not available for certain hours. He can set his availability for a certain time line, so he would not receive any calls after the defined time. Another member, designated under the same number will receive all the calls on behalf of the busy user.
Same concept can be done with the number. You can set up a particular time to receive the calls. The calls received after the time line will be directed to voicemail, so the customer can drop his query.
It has become extremely essential for any business to provide the best support, and the businesses are going global, using VoIP system is a necessity. Before choosing the system, make sure you are familiar with all the terms and pricing patterns.