Voice over Internet Protocol, or VoIP, has become a popular way for businesses of every size to handle their calls. It carries voice and video over the internet rather than down a traditional phone line. It has real benefits and it has real drawbacks, so here are both.
The pros
Cost savings
One of the biggest advantages of VoIP is what it costs. Traditional phone lines are expensive to install and to maintain, particularly for a business running more than one site. VoIP uses the internet connection you already pay for, which takes most of that away.
Flexibility
VoIP suits remote work. Staff can make and take calls anywhere they have an internet connection, which lifts productivity and cuts down on travel that only existed because the phone was on a desk.
Scalability
VoIP systems scale easily, which matters for a business that is growing or one whose call volume moves with the season. Lines get added when they are needed and removed when they are not.
Features
VoIP systems usually arrive with call forwarding, call waiting, voicemail and more besides. That makes for a better experience on the customer’s end, and it makes calls easier for your staff to manage.
The cons
It depends on your internet
VoIP needs a stable internet connection to work. If the connection drops, calls cannot be made or received, which is disruptive in a way a dead phone line rarely is.
Call quality
VoIP calls are subject to latency, jitter and packet loss, any of which shows up as poor call quality. This is the one most providers would rather not talk about, because it usually sits with the network rather than with the phone platform.
Security risks
VoIP systems can be attacked like anything else exposed to the internet, so a business has to take steps to secure the system rather than assume the provider has done it.
In short
VoIP is a considerable step up for most businesses. The cost savings and the flexibility are well ahead of what a traditional phone line offers.
Being able to work remotely and still be on the same extension lifts productivity and removes travel. The scalability suits a growing business, or one whose call volume changes through the year. The extra features improve things for the customer and make the day easier for whoever is answering.
The limitations are real. Internet dependence, call quality and security are all genuine, and all three come down to how the system is set up and looked after rather than to VoIP itself. That is worth knowing before you choose a provider, because it decides who you should be buying it from.
If you want to know how that works in practice, we go through it on the phone systems page, including why call quality is a network problem. Or get in touch and we will look at what you are running now.