Over the past decade, voice over Internet Protocol (VoIP) systems have become the status quo for the majority of companies. Complex telecom systems like private branch exchange (PBX) are becoming obsolete. The trend toward VoIP is so prevalent that most equipment manufacturers have made it the standard for production. It is worthwhile for companies still using legacy systems to update their communications solutions.
There are typically three types of telephone interfaces to take into account when changing phone systems: the traditional desktop phone, the smartphone or mobile device, and softphone applications. The key to planning a VoIP implementation project is to understand how to accommodate a company’s employees and their distinct communication needs.
Remote or Traveling Workers
Many companies have realized the value of telecommuting workers and remote work arrangements, or simply have staff members that travel frequently. VoIP is the perfect answer for these employees since it provides all of the necessary features no matter where the employee’s workstation may be.
Desktop Phone Users
Employees who generally require desktop phones are those who are largely stationary and desk-centric. Inside sales, support, or call center representatives are perfect examples of desktop phone users. Others are technical support, administrative employees such as human resources, or anyone needing added security for compliance purposes. Executives may require both desktop and mobile phones.
Mobile Phone Personnel
On the other side of the VoIP coin are mobile users who travel extensively and need to visit client locations often. Anyone in the field of logistics who drives for a living should be set up with mobile. Outside sales, field managers and workers, and anyone else who tends to roam should primarily use a mobile phone device.
Other VoIP Needs
Occasionally there may be a need for specialized phone equipment in locations such as meeting rooms, classrooms, or employee lunchrooms. In addition, softphone applications can be used from either mobile devices or computers and will allow calls and dialing via an easy interface. This is immensely helpful for sales and service roles.
Additional Considerations
Using a combination of VoIP telephony hardware types does present some challenges. Mobile, for example, is not always completely secure, so certain tasks should not be performed on a mobile device. Further, calls that must be monitored should go through desktop hardware.
Unified communications tools may be difficult to synchronize when a blended system is employed. But allowing these tools to work together effectively enhances productivity and efficiency by leaps and bounds, as in the case of call centers using customer relationship management (CRM) and auto-dialing systems.
VoIP is an impressive business tool that can help optimize many areas of a company, and a bit of preparation goes a long way in the implementation process. Careful analysis of employee needs combined with a good planning checklist from the vendor will ensure that the right solution will be installed.