There are multiple ways for IT decision-makers to modernize their communication infrastructure. Companies determined to manage their communication needs in-house, however, inevitably discover that developing, implementing, and maintaining a system capable of overcoming the challenges of working with disparate analog and digital technologies is cost prohibitive.
Organizations that recognize the importance of choosing cost-effective alternatives invest in enterprise voice. These solutions are capable of providing the stability, security, and reliability needed for optimal efficiency and productivity. A flexible voice communication solution offers exceptional call quality, an impressive list of features not available with legacy service, and core elements that ensure seamless integration with AI-enhanced technologies that are transforming communication capabilities.
Key Features: How Enterprise Voice Supports Seamless Communication
By definition, all that’s required to be considered part of enterprise voice is the ability to transmit voice signals between two or more points. Today’s enterprise voice builds on the capabilities of the legacy technology that has dominated business communication for decades. Modern solutions have a vastly more comprehensive range of communication and collaboration tools that support seamless communication.
Instead of making and receiving business calls over aging cables and wires, organizations are investing in solutions that rely on session initiation protocol (SIP) to convert analog voice signals to digital packets. Those digital packets can transmit any combination of voice and data over the internet but require minimal physical infrastructure.
Related: Unlocking Efficiency: The Power of Enterprise Voice Solutions
The fact that a modern enterprise voice service doesn’t require additional physical infrastructure brings an impressive number of advantages into the equation—features and add-on services designed to support and enhance communication efficiency and workplace productivity.
Auto Attendants
Also known as virtual receptionists, auto attendant prompts are often used to ensure incoming calls are directed to the right person or department as determined by the caller’s responses to a series of questions or options. The technology allows for routing a vast number of simultaneous calls in multiple languages—a perk that reduces wait times and can improve consumer satisfaction scores. Routing options can be revised as needed to accommodate off-hours and holidays.
Call Queues
Call centers typically use call queue features like virtual waiting rooms to manage incoming communication. In business, cloud-hosted call queues can be configured to calculate and announce estimated wait times and quickly match callers to the representatives best qualified to manage specific issues. Account administrators can record personalized greetings, select the genre of music their callers hear while waiting for assistance, and specify their preferred method of directing overflow.
Call Recording
Most often used for compliance verification and training purposes, voice recording capabilities can be integrated into multiple applications and configured to capture audio, video, and screen-sharing activity for immediate review or future reference.
When used in combination with transcription software, voice recording add-ons make meetings more inclusive for participants who may be deaf or hard of hearing and people working in locations with a lot of background noise. In addition, it produces a written copy of interactions for easy reference and searchability.
Number Management
Adding number management into enterprise voice capabilities consolidates phone numbers into an intuitive, user-friendly interface accessible by all authorized personnel company-wide. With all numbers in one place, subscribers gain the advantages of centralized visibility, data consolidation, and multiple filter-down options for optimal efficiency. There’s little need to input numbers manually. Automated synchronization makes it easy to upload data from other services.
Call Quality Data Analytics
Having a comprehensive call quality dashboard provides considerable transparency. Communication session failures, should they occur, are identified by media type, drop rate, setup configurations, and other details that provide an overview of the cause of any disruptions. System administrators, department managers, and IT agents can also access detailed reports of monthly trends and a summary of audio quality checks and system performance evaluations.
Hardware Compatibility
Companies investing in enterprise voice appreciate the accommodating, flexible nature of their cloud-hosted solutions. Most organizations can continue to use their legacy business phone systems. Older models that aren’t compatible (most are) are easily converted with inexpensive adaptors. Experienced service providers can also assist with integrating door entry systems, fax machines, elevator phones, and other analog technologies through a single connected service.
Application Integration
Organizations nationwide (and globally) are taking full advantage of the convergence of their digital and analog voice solutions by integrating voice into an impressive range of business applications.
For example, enterprise voice solutions can integrate with the CRM platform Microsoft Dynamic 365, the video communication and collaboration platform Microsoft Teams, or popular collaboration platforms like Webex. Today’s most in-demand service providers can also integrate public switched telephone network (PSTN) calling capabilities into various communication platforms for connectivity to 50 countries.
Contact Centers
Call center services give business owners the advantage of having customer service representatives and receptionists without the additional expense of creating space or hiring qualified personnel. Industry-leading service providers offer pre-configured contact center networks as an add-on service with a choice of multiple contact center solutions that integrate seamlessly with other platforms. Having connections already in place reduces the complexity of service setup.
Tailored Solutions: How Enterprise Voice Supports Current and Future Business Needs
As the demand for omnichannel communication continues to rise, business owners appreciate the flexibility and scalability of enterprise voice. Instead of subscribing to one-size-fits-all solutions, corporate decision-makers choose the ideal tech stack for their needs.
Account administrators can increase or decrease the number of active users on their accounts and the combination of services they select as needed. The result is they have far more control over their costs. Those cost-saving capabilities are even more impressive when choosing an enterprise voice platform provider that proactively implements the essentials of long-term sustainability to ensure optimal call quality, network stability, and service reliability—today and in the future.
Comprehensive Network Assessments
Enterprise voice service providers conduct a comprehensive evaluation of their client’s current communication capabilities to identify any bottlenecks, latencies, or vulnerabilities. The actionable insights gained by a data-driven assessment help set the foundation for optimal performance and seamless service integrations. Business clients can count on expert recommendations for scalable solutions and suggestions for further enhancements based on growth projections and anticipated expansions.
Multiple Connectivity Solutions
Decision-makers for multi-site organizations may not have the option of choosing a single voice solution across their entire network. Many need service on a network that’s flexible enough to handle multiple regulatory standards and communication protocols. Top-tier service providers accommodate each client’s unique needs with public and private wide area networks (WAN), multiprotocol label switching (MPLS), wireless global broadband, and more.
Around-the-Clock Network Monitoring
The best enterprise voice service providers leverage cutting-edge automation to monitor their networks in real time, every hour of every day. Their services ensure optimal system security for business subscribers by deploying advanced technology to identify and deter suspicious activity and cybersecurity threats. In addition to automated monitoring, a team of certified IT professionals works behind the scenes to resolve any issues before they cause service interruptions.
Bandwidth Optimization Technology
As the bandwidth needed to transmit data increases, a business network could experience reduced call quality or slow data transmissions. Enterprise voice platform providers overcome those challenges by offering software-defined wide area network (SD-WAN) technology.
Related: What Is SD-WAN and How Can It Help Your Business?
The software helps ensure optimal broadband performance by prioritizing calls across all relevant connections. If latency is detected on one circuit, transmissions are routed to another.
Global Network Coverage
Organizations selling or working towards selling products and services to international clients navigate an abundance of complex challenges. The best enterprise voice service providers champion a host of innovations that ensure superior call quality and network security with centralized and decentralized solutions. Features should include full PSTN replacement in multiple countries, IP-based services offering global voice coverage, service scalability, toll-free and national numbers, and simplified invoice management.
Integration with Emerging Technologies
Organizations investing in top-tier enterprise voice services have the support of industry professionals who are leading the charge on emerging technologies. Take the impressive capabilities of AI-enhanced chatbots, auto attendants, and algorithms predicting network issues and optimizing voice traffic, for example. As software-defined networking expands, experts predict AI functionality will also be integrated into multiple infrastructure components, such as firewalls, routers, and more.
Which Key Features of Enterprise Voice Are Essential for the Future of Your Business?
Businesses recognizing the importance of choosing reliable, secure, and cost-effective business communication solutions are investing in enterprise voice. In addition to gaining an impressive number of features not available with legacy phone service, decision-makers appreciate the many ways modernizing their business communication capabilities future-proofs their organization. Supported by a strong foundation, companies investing in enterprise voice can confidently embrace the advanced technologies driving business success in the digital age.
At BCM One, we work with mid-sized, multi-site organizations to develop a secure, compliant, cost-effective IT solution for their communications infrastructures. Our Pure IP Enterprise Voice service streamlines communication by integrating voice, data, and third-party applications into a single network monitored and managed by a single provider. Contact us to find out how we can help support your communication needs and network infrastructure.