Voice over Internet Protocol (VoIP) offers unmatched flexibility and significant cost savings, making it an increasingly popular choice among businesses across industries. But with a growing number of providers entering the market, how do you choose the one that best meets your business’s specific needs? The first step is asking the right questions.
Questions to ask yourself
Before you start looking at VoIP providers, you need to identify your business’s needs. Consider these essential questions:
What kind of phone system do you need?
Choosing the right type of VoIP system is crucial, as each one caters to different business needs and goals. Here’s a brief look at the main types of VoIP systems and their unique advantages:
- Hosted private branch exchange (PBX) is ideal for businesses requiring advanced features such as call routing, voicemail, and conferencing, managed either on site or by a third party. This system offers strong security and control but may require IT support.
- Cloud-based systems are perfect for remote or mobile teams. These systems use cloud technology, allowing employees to make and receive calls from anywhere with an internet connection. They’re easy to scale and require minimal hardware.
- Unified communications (UC) systems provide a full suite of communication tools, from call forwarding to screen sharing and video conferencing. UC systems are best for teams distributed across various locations who need to collaborate in real time.
- Communication Platform-as-a-Service (CPaaS) offers advanced communication features such as SMS, chat, and video, with easy integration into apps and systems. CPaaS provides greater flexibility and customization, making it ideal for businesses needing more robust solutions than UC.
Consider how your team communicates — whether locally, remotely, or across various platforms — and choose a system that best fits your business operations.
How many team members will use the VoIP system?
VoIP providers usually set their pricing based on the number of users (or "seats"), which means you have to determine how many employees will need access to phone lines. For example, customer service teams may require more dedicated lines compared to departments that mostly communicate internally. Understanding your user needs will help you budget accurately. Note that many VoIP providers offer discounts for businesses that have a larger number of phone lines, which can save you money in the long run.
What is your budget?
VoIP systems typically provide more flexible pricing compared to traditional landlines, with plans usually ranging from $20 to $200 per user, per month, depending on the features and type of system. When setting your budget, consider not just the monthly fees but also any extra costs for hardware, such as desk phones, headsets, or other equipment you might need for your setup. Planning for these additional expenses will help you get a complete picture of your overall costs.
Questions to ask potential VoIP providers
Once you’ve defined your needs, it's time to explore what VoIP providers can offer. Take note of these important questions you need to ask them:
What are your reliability and uptime guarantees?
Inquire about the provider's uptime guarantees, their track record in meeting them, and the steps they take to maintain consistent service. Additionally, ask about their infrastructure, backup systems, and disaster recovery strategies. It’s also important to know where their data centers are located. SMBs should prioritize providers with centers in safe areas that are not prone to natural disasters.
What are your security protocols and measures?
Confirm that the provider follows industry-standard practices, including data encryption, network monitoring, and regular updates, to protect your calls and messages. If you’re in a regulated industry, check the provider for compliance with laws such as HIPAA or SOX. Additionally, look for features such as multifactor authentication and regular audits of data centers, which can provide an extra layer of protection.
Read more: 5 Crucial VoIP security measures to protect your business
Can you integrate with third-party systems?
A VoIP system should simplify your operations, not complicate them. Inquire whether the provider can integrate with key third-party tools such as Zoho, Salesforce, or Microsoft Dynamics. Such compatibility can streamline your workflows and boost productivity, enabling seamless communication across various platforms, including email, SMS, and live chat.
Is your system easy to scale?
As your business expands, so will your communication needs. Pick a VoIP provider that can effortlessly adapt to new users, lines, and features. Opt for flexible plans with straightforward scaling options to ensure your system can grow seamlessly with your business.
How’s your customer service?
Reliable customer service is crucial for maintaining a smooth VoIP experience. Seek out providers that offer 24/7 support, live chat, and remote assistance. A dedicated support team can swiftly resolve any issues you encounter, helping to minimize disruptions and keep your business running efficiently.
Switching to VoIP is a significant step toward modernizing the way your business communicates. Take the time to evaluate your needs, ask the right questions, and choose a provider that aligns with your business goals.
If you’re ready to make the switch to VoIP or have more questions, talk to a VoIP expert at Kortek Solutions. Contact us today.